Senior Writer: Sindhu Bharathi
Reading Time: 9 MinutesPublished : March 5, 2024No one wants to feel heard more than a clueless or angry customer. By being kind and empathetic, call center representatives can understand and relate to the feelings of unhappy customers and help improve customer retention and loyalty. According to an American Express survey, 58% of customers are even willing to pay more to businesses that deliver great customer service.
In this blog, we have pulled together a list of empathy statements for customer service to help your call center agents build positive relationships with customers. We have also included tips to empathize with stressed-out customers that will help you in improving customer service. So, let’s begin!
What Are Customer Empathy Statements?
Customer empathy statements are phrases or words that customer service representatives use to express understanding and compassion to customers. These empathy statements acknowledge the customer’s feelings, making them feel heard and validated. By using empathy statements, customer service representatives can calm down irritated customers, win back disappointed customers, and build stronger customer relationships.
Understanding and empathizing with the customers is highly essential for improving the customer satisfaction rate in your business. Using business phone software like DialerHQ can help provide empathetic customer service by enabling call center representatives to better understand customer needs, personalize interactions, and streamline the customer service process.
Statements like “I am sorry to hear that you had this experience,” or “I can understand how difficult this is to deal with,” or “I understand the inconvenience caused to you” are some of the common examples of empathy statements for customer service. These statements are important as they show that your business is taking responsibility for the problem and that your customer service is deeply committed to finding a resolution for it.
By using empathy statements for call centers, customer service representatives can exhibit emotions, establish trust, and create a positive interaction with the customers. These statements should be modified to give a more personalized touch, as per the customer’s specific situations. The best way to deliver these phrases is to genuinely listen to your customers and then respond to them with the most compassionate tone of voice, conveying that their concerns are being taken seriously.
30 Empathy Statement Examples for Developing Connection with Customers
Expressing empathy and authenticity is a great way to strengthen customer relationships. Here are 30 empathy statements for customer centers that will help provide effective solutions while developing a sense of understanding and support.
Acknowledge the Problem
Good listening skills are crucial in customer service. When a call center representative hears the customer’s concern patiently and tries to understand the issue well, we can say that half the job is done already. Understand the customer’s query attentively and use these customer service empathy statements:
1. “Oh, that sounds very challenging!”
This statement shows that you are actively listening to their issue and that you are concerned about it. It creates a sense of accord with the customer’s problem.
2. “I understand how difficult that would have been.”
This personalized customer empathy statement shows that you understand the customer’s complaints. You can provide accurate solutions by showing genuine interest in understanding their problem.
3. “I can see why you are feeling that way.”
This statement acknowledges the emotions of a customer. It implies that you are aware of their viewpoint and are making an effort to comprehend it.
4. “I can understand why you are so upset about it.”
By acknowledging that the customer’s disappointment is valid, you can build rapport and trust through the conversation. Actively listen to them and tell them their distress is rational.
5. “I completely understand your concerns.”
This statement assures the customer that their concerns are being addressed properly. It conveys a sense of validation and creates a harmonious interaction.
6. “Your distress is completely valid.”
Conveying that your customer’s resentment is reasonable can help calm down the customer. Additionally, genuine concern motivates people to concentrate on finding a solution rather than venting their wrath.
Provide a Sense of Immediacy
After acknowledging your customer’s concerns, the next step in customer service is to provide them with a quick and effective solution. But, before that, recap their concerns once to ensure that you both are on the same page and then commence with the resolution process. By reassuring them that you are going to solve their problem as soon as possible, you can succeed in managing irate customers.
7. “I am looking into this matter immediately…”
Customers appreciate the service when they receive prompt solutions. When you use this statement, you convey that you are putting efforts into fixing the issue faster.
8. “This issue certainly needs to be settled quickly.”
Nobody likes wasting their time in explaining how the problem is affecting them. When you reaffirm your customers by promising quick settlement, you build trust and rapport with them.
9. “I understand the urgency of this problem.”
This statement reassures the customer that you are aware of the urgency of resolution. It also signifies that you are taking their time-sensitive concerns seriously.
10. I am notifying this problem to the concerned team right away.”
It is impossible to have solutions for all kinds of issues on hand. Certain issues need to be escalated to the concerned teams. By communicating, you have taken quick action, and you demonstrate a proactive and caring approach to resolution.
11. “I have raised a ticket for this already. We will try to resolve this at the earliest.”
This statement for customer service expresses that you have initiated the formal process for addressing their issue and that the matter is being handled with urgency.
12. “I understand we need to rectify this urgently.”
This expression of customer empathy statement reflects accountability and a dedication to solving the problem. It demonstrates that you share the client’s need for a prompt conclusion.
Commit to Providing a Solution
This may seem obvious, but providing quick resolutions demonstrates that your company is dedicated to providing great customer service. While you may naturally focus on providing accurate solutions, using these positive empathy statements for customer service will convey a sense of understanding, commitment, and care:
13. “I have identified the problem, and I am here to help you fix this.”
These types of empathy statements communicate that you have a grasp of the problem. It gives assurance that the customer’s problem is being handled effectively while exuding confidence and support.
14. “Let me provide a quick solution to your problem.”
By expressing that you are committed to assisting the customer in finding a solution, you can calm down even your angry customers swiftly.
15. “Rest assured, this will be resolved within X working days.”
By expressing a commitment to swift problem-solving, this empathy statement for customer service shows that you are dedicated to providing them with a timely and effective solution.
16. “Don’t worry, I can resolve this for you.”
This statement demonstrates transparency and reassures the customer that their concern is being actively addressed and will be resolved quickly over the phone call or chat.
17. “Here is what you can do to sort this out…”
Start by saying this statement to guide your customer towards a potential solution. Offer step-by-step resolution to show that you are actively helping them with a way out.
18. “I am dedicated to providing you with a way out.”
This statement conveys a strong commitment to providing a clear path for resolving the customer issue. It gives customers thorough information about the solution.
Express Your Gratitude for the Honest Feedback
Honest customer feedback helps you gauge the standard of customer service directly. You can use empathy statements for call centers to not only handle irate customers but also to encourage them to share their opinions. You can express your gratitude to your customers for their honest customer feedback in one of the following ways:
19. “I am glad you brought this to our attention.”
To collect genuine feedback regarding the service provided, you can start by thanking them for bringing the issue to your attention. It encourages a constructive exchange of their perspective.
20. “Thank you for informing us about this issue.”
This statement expresses gratitude for the customer’s willingness to communicate their concerns. It encourages an open customer service conversation and acknowledges the value of the feedback.
21. “We are grateful for your honest feedback.”
This empathetic statement example conveys appreciation for the sincerity of the customer’s feedback. It emphasizes the value of honesty and openness in communication, fostering a sense of trust and collaboration.
22. “I appreciate your time and patience.”
This powerful statement acknowledges your customer’s time and patience spent in providing feedback, demonstrating appreciation for their efforts.
23. “Thank you for taking out time to provide your feedback. It is indeed valuable for us.”
Genuinely appreciate your customers by thanking them for their contribution in providing feedback. Assure them that their input will help you and your company provide a better experience.
24. “I am thankful to you for sharing this with us.”
This statement demonstrates a willingness to listen and improve based on customer input and helps build strong customer relations.
Wrapping Up The Conversation
The last and final step of the customer service conversations is closing them on the right note. Maintain a friendly and positive tone to leave a lasting impression. While closing the conversation, summarize the resolution, express your gratitude, and offer further assistance with the help of the following empathy statements examples:
25. “I am glad I could provide you with a solution. Is there anything else I can help you with?”
Inform the client that you are available to assist them further if they have any more queries. This makes customers feel comfortable voicing out thier issues and gives them confidence that you are dedicated to making them satisfied.
26. “It was my pleasure assisting you, sir/mam. Have a great day!”
End the conversation with a greeting, such as wishing them a wonderful day or expressing your hope that the matter has been settled to their satisfaction.
27. “Have we discussed everything about your concerns? Please let me know if there’s anything else you would like to ask.”
Encourage the customer to open up about any other problems they might be facing. This shows that you are actively interested in resolving their concerns and that your business has no time constraints for customers.
28. “Customer satisfaction is our primary goal. Don’t hesitate to reach out to us in case of any queries.”
This is one of the best customer service empathy statements to clearly convey that customer satisfaction is your company’s key objective. It assures the customer that the company is readily available to address any future inquiries.
29 “I am pleased I could resolve it quickly. Can you share a few words about the service you received? It will make my day.”
Expressing your pleasure in assisting the customers will help you create a deeper bond with your customers. This develops a sense of comfort for reaching out in the future.
30. “Thank you for calling (company’s name). Feel free to reach out to me again if you have any other issues.”
This statement aims to leave the customer with a sense of reassurance that they can seek further assistance from the same helpful representative whenever needed.
5 Quick Tips to Empathize with Your Customers
By harnessing the power of good empathy statements for call centers, you can profoundly improve customer experience, increase conversions, and boost profitability. Here’s how you can deliver an empathetic response to win your customers:
1. Listen carefully
Give your undivided attention to your customers, acknowledge their worries, and ask clarifying questions to make sure you grasp their viewpoints. It will convey that you are actively listening to their complaints and are on the same page with them.
2. Create an empathy map
An empathy map allows you to better understand the emotions of an upset customer. It comprises four main sections – what your customers say, think, do, and feel. Answering these questions will help you meet the exact needs of your clients.
3. Offer personalized solutions
Always refrain from delivering generic dialogues to each of your customers or asking exactly the same questions to everyone. Tailor your solutions and statements according to customer situations. Such a personal approach demonstrates your sincere interest in resolving their specific concerns.
4. Don’t try to win arguments
Empathy and patience go hand in hand. Even if your customers are angry or are making false complaints, patiently show cognitive and emotional empathy instead of proving who is right and who is wrong. Put yourself in the customer’s shoes, try to understand thier POVs, and maintain an empathetic attitude.
5. Follow through
After providing resolutions, following up with your customer’s concerns is an important part of offering proactive customer service. This demonstrates a commitment to their satisfaction beyond the immediate interaction.
Final Words
To summarize, we can say that empathy statements for customer service hold paramount importance in offering efficient customer support. However, empathy is something that must come out naturally; keeping the empathetic statement examples provided in this blog in mind will come in handy in reducing customer frustration and conveying feelings of understanding and compassion.
When the customer feels understood, he or she is more likely to have a positive experience and develop a stronger sense of loyalty to the company. Empathetic customer service representatives can build rapport, defuse tense situations, and provide more personalized and effective solutions to customer issues with empathy statements for customer service. Ultimately, genuine empathy helps to create a more positive and supportive customer service experience, leading to greater customer satisfaction and retention.
Sindhu Bharathi is an inquisitive learner and prolific B2B/SaaS writer with experience of working in diverse industries. She has a demonstrated history of delivering well-researched, original content. From generating long-form articles, blogs, and white papers to social media copies, she pivots her skills to resonate with the medium and deliver compelling content that has the power to captivate the audience.
Updated : March 28, 2024
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