New Job, New Hassles

So, got a new job. Inbound IT tech support.  Seems like the only major problem I have is that I'm supposed to be empathetic.  How can you be empathetic about someone's TV not working?  Sure, if they're old and don't happen to do anything BUT watch TV, but c'mon!  Some dude is watching TV and wants to freak out because it's not working this second?  It's a little over the top, I think...  Either way, I find it hard to empathize with them and it's hurting my scores because of it.  Conservatively, I think I might just blame it on elves or something.