31 Empathy Statements to Improve Your Customer Service Today


A photo of a hug between a teddy bear and a bunny

Nico Bryan of Playvox shares her favourite examples of empathy statements to use in customer service.

Words are important. Keywords and phrases are how we show that we are listening and that we want to help, especially those rooted in empathy.

Saying the right phrase or words to a customer shows you, as an agent, are empathetic to the customer’s needs.

In addition, saying the right words also can soothe an angry customer and allow the agent more time to proceed with the business at hand.

Practice makes perfect with the way we speak and express ourselves. While practising empathy should be a daily priority, it can be difficult for some agents to master.

For those who struggle to display empathy naturally, learning empathetic statements and employing them in customer service interactions can make all the difference.

Ultimately, personalized customer service makes for happier customers.

Here are 31 empathy statements you can use in your customer service operations today:

Make the Customer Feel Valued

  1. I see you’ve been with [Company Name] for X years. That’s a long time.
  2. I appreciate your patience.
  3. Thank you for remaining so positive.
  4. Your business means a lot to us.
  5. I’m sorry you’ve had to deal with this…
  6. I want to thank you for taking the time to speak with me today

Put Yourself in Their Shoes

  1. I would feel X too in that situation
  2. That would frustrate me, too.
  3. I would be asking the same questions as you are.
  4. You’re right.
  5. I would come to the same conclusion.

Suggest and Offer

  1. Personally, I would recommend you to…
  2. Would you like to try our new X?
  3. You can consider X.
  4. You might find X helpful.
  5. I think you’ll find it’s much easier if you do X.

Ask More Questions

  1. What can I do to make your experience with us better?
  2. What would be the best-case scenario for you?
  3. Is there anything else, big or small, that I can help you with today?
  4. How do you feel about X?
  5. Are your X needs being met with our product/service?

Slow Down and Paraphrase

  1. If I’m understanding you correctly…
  2. So what you’re saying is…
  3. Did you mean to tell me X?
  4. Let me know if I’m getting the story right…
  5. What you’re saying is…
A headshot of Nico Bryan

Nico Bryan

Use a Casual Tone

  1. Thanks for waiting this out.
  2. I’d love to help you with that.
  3. Give me just a minute/second while I figure this out for you.
  4. That’s awesome/great!
  5. I can fix that.

This blog post has been re-published by kind permission of Playvox – View the original post

To find out more about Playvox, visit www.playvox.com

Published On: 21st Aug 2020 - Last modified: 26th Aug 2020
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