Empathy is a concept developed by the psychologist Carl Rogers (1902-1987).
Empathy is the ability for an agent to put themselves into the customer’s shoes. Many call centre agents lack empathy as, whilst they deal with the call as best as they can, the caller is just another caller to them. When you add empathy into the mix, the agent feels the same concerns as the caller.
Empathy is a great tool to help show customers that an agent is on their side, and empathy statements can be used in many difficult customer situations.
For some great examples of empathy statements, read our article: Empathy Statements for Customer Service – with AER Statement Examples