Five Empathy Statements to Use in Customer Service

Empathy Defined:

Empathy is the ability to understand and share the feelings of another.

Conveying empathy when interacting with a customer isn’t easy to do. To demonstrate to another person that you understand their concerns, issues, and feelings they are providing is a powerful tool we can guide you on using.

Using certain empathetic statements in your interaction can help you build trust with a customer and make your overall interaction smoother and convey your empathetic intentions.

Those empathetic statements include:

  1. “I am an understanding correctly…”

    Understanding is the first step to providing empathy. By repeating back to them what you actually understand leaves the customer feeling heard and comfortable that you are both on the same page.

  2. I would feel **insert emotion** too in this situation”

    This explicitly lets your customer know that you are in this with them and validates their concerns immediately developing trust between you and the customer. Using the ‘I’ statement involves you personally letting the customer know they aren’t just another call on the queue but their concerns are actually being addressed.

  3. “You are absolutely right”

    Reassuring the customer that their concerns are valid in certain situations and lets the customer know that you acknowledge that there is a problem.

  4. “I’m sorry you have had to deal with this”

    Saying sorry doesn’t mean you are apologizing for doing something wrong, but letting them know you regret their negative experience. However, it is important to note that sounding sincere when using this empathetic statement is critical. Simply using canned apologies isn’t going to get the result you are going for.

  5. “I appreciate …”

    Stating your appreciation is very important when using empathetic statements. For example, if you are taking a little longer to get the answer for something, let them know that you appreciate their patience and reassure them that you are working on what is still needed. Perhaps the customer has already been waiting a long time and is frustrated but reassuring them that you appreciate their patience and stating how you are actively working to help resolve the issue will make them feel confident that giving the time is worth it.

Mayar Mahmoud