Start Using AER Statements Related Articles Top 10 Ways to Reassure Your Customers The Top 10 Acknowledgement Statements for Customer Service and Difficult Situations Empathy Statements for Customer Service With Examples 27 Positive Statements to Use In Difficult Situations © Rawpixel.com - Shutterstock - 1249522180 14,378 Filed under - Skills, CX, Empathy, Language, Positive words Using AER statements can be a great tool for call centre agents, and in this article we define what AER stands for, and provide examples of these statements. What Are AER Statements? AER stands for ‘Acknowledgement’, ‘Empathy’, and ‘Reassurance’. Bringing these elements together into a series of connected phrases is a tried-and-tested way to help agents better manage difficult or upset customers. As outlined below: Acknowledgement AER Statements for Customer Service Tuning into and accepting the customer’s problem and feelings. For example, “I know how difficult it sometimes is to set up a new smartphone.” Empathy Affirming the customer’s emotional state. For example, “I can see why you must be frustrated.” Reassurance Confirming to the customer that they are in safe hands and you’ll be able to help them. For example, “The good news is you’re through to the right person and I’m more than happy to help guide you through the process”. When Is It Necessary to Deliver an AER Statement? The short answer = whenever appropriate. An agent should be able to pick up on a customer’s tone, stress levels, anger, or frustration and gauge when it’s the right time to deliver an AER statement in response. Three AER Statement Examples: It’s great that you’re in the process of setting up your new phone. I’m sorry to hear you are having issues getting up and running. I’ll help you with this. Thank you for getting in touch about your slow broadband. I realize how frustrating this must be. Let me look into the problem and help get it back to where it should be. Sorry you’ve had to ring through to us today about your broken glasses. I would be upset too. Let me look into ordering a replacement for you to arrive as soon as possible. If you are looking for more information on statements, read these articles next: The Top 10 Acknowledgement Statements for Customer Service and Difficult Situations Empathy Statements for Customer Service The Top 10 Reassurance Statements for Customer Service Author: Megan Jones Reviewed by: Robyn Coppell Published On: 10th Feb 2023 - Last modified: 1st Mar 2024 Read more about - Skills, CX, Empathy, Language, Positive words Recommended Articles Top 10 Ways to Reassure Your Customers The Top 10 Acknowledgement Statements for Customer Service and Difficult Situations Empathy Statements for Customer Service With Examples 27 Positive Statements to Use In Difficult Situations Related Reports eBook: Five Trendsetters in CX Innovation White Paper: How to Drive Business Improvements with Customer Insights Report: Customer Experience Horizons eBook: How Customers Can Lead Your Business Transformation in 2024 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