4 Examples of Customer Service Empathy Statements Related Articles Empathy Statements for Customer Service With Examples Customer Service Skills: How to Improve Empathy, Active Listening and Knowledge An Action Plan for Customer Empathy 26 Great Techniques for Showing Real Empathy in Customer Service 1,101 Filed under - Video, Chris Mounce, Empathy, EvaluAgent, Top Story, Videos In this video, Chris Mounce at EvaluAgent outlines four of the top empathy statements that can be used in customer service. Four Examples of Empathy Statements for Customer Service Chris Mounce To empathize with someone, we need to actively listen to that person to explore what their reality feels like for them. We can also check our understanding through reflecting and clarifying what they’re telling us. Now, that allows the customer to express their emotion and how it’s impacted them. We can then validate how they’re feeling by saying something like, ‘I can understand, Mr. Smith, how frustrating this must be for you’. Or we could say ‘I can understand why you’re angry’. Naming the emotion to the customer is as important. Don’t shy away from it. Now, is the customer right? Should this not have happened? Tell the customer that. ‘You are absolutely right, Mr. Smith. This should not have happened.’ It’s not about making excuses. It’s taking ownership. And it’s perhaps not the first time that the customer has had to explain the situation, so it’s natural to be frustrated and impatient. We can empathize with that too. ‘It’s perfectly understandable, Mr. Smith, that you don’t want to repeat yourself, you just want this fixed. I will certainly do my best for you.’ Now customers, they’ll likely hear a lot of apologies when something goes wrong. We need to be mindful that it doesn’t come across to the customer as simply a canned response. So combining an empathy statement with an apology can be really powerful, because it immediately acknowledges those feelings of anger or frustration. ‘It sounds incredibly frustrating, Mr. Smith, I would feel the same in this situation. I’m sorry that you’ve had to experience this.’ As a rule of thumb, any time a customer expresses any negative emotion, look at the situation from their perspective. By looking at it from their perspective you can acknowledge and validate that emotion without necessarily agreeing. With thanks to Chris Mounce at EvaluAgent for this video If you are looking for more great insights from the experts, check out these videos next: Tips to Reduce Call Queue Time Methods to Calculate Forecast Accuracy Self-Service and Why Contact Centres Should Offer It What’s the Difference Between Empathy and Sympathy? Author: Chris Mounce Reviewed by: Robyn Coppell Published On: 2nd Jan 2024 - Last modified: 3rd Jan 2024 Read more about - Video, Chris Mounce, Empathy, EvaluAgent, Top Story, Videos Recommended Articles Empathy Statements for Customer Service With Examples Customer Service Skills: How to Improve Empathy, Active Listening and Knowledge An Action Plan for Customer Empathy 26 Great Techniques for Showing Real Empathy in Customer Service Related Reports White Paper: Voice in a Multichannel World White Paper: Artificial Intelligence - Its Place in the Contact Center White Paper: Consumer Duty Compliance Through Effective QA Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter