Empathy is one of the most important skills in effective customer service. Showing empathy is not always easy. Sometimes trying to understand customers is conveyed as pity. There are times when customers feel like they are talking to a robot. According to a recent survey, 52% of survey respondents believe that they have been shown empathy when they need help.
Saying the right words to customers will go a long way in making them feel understood and respected. It also shows the customer that their feelings are being validated. When it comes to empathy, you want to ensure that you convey the right message. In this article, we will look at empathy phrases that demonstrate that you care for customers.
Empathy Phrases For Customer Service
- 1. “I am Sorry You Are Going Through This.”
- “I Understand How Frustrating It Must Have Been”
- “Let Me See What I Can Do To Help You.”
- “I Have Experienced That Issue Recently Too”
- “Thank You For Getting In Touch About This”
- “We Are Working To Get Your Issue Resolved”
- “Thank You For Your Feedback”
- “I Completely Agree With You”
- “If I Understand It Correctly”
- “Thank You For Your Patience”
Empathy Phrases For Customer Service
When customers come to you with an issue, they expect your customer service team to address it immediately. They expect your full understanding of their situation and are looking for a great experience from your end. What you say to the customer can make or break the overall experience. This is where empathy statements play a crucial role.
Empathy statements can make your customers feel good about themselves. In addition, it can help boost key business metrics. Aside from that, it can help boost the morale of your customer service team. Here are some empathy statements your customer service team should be saying for effective customer service.
1. “I am Sorry You Are Going Through This.”
This empathy statement shows the customer that you are truly sorry for their current predicament. Saying sorry to customers when upset is a great way to show them that you truly care about their needs. Being genuinely sorry also removes any negative feelings about your business.
However, making a canned apology will not be enough. You need to be proactive and genuinely mean it. Saying “sorry” alone is not enough. You need to make an effort and prove it to the customer. By feeling sorry for what they are experiencing, you create a sense of accord. It not only shows empathy but also assures them that you understand their feelings.
2. “I Understand How Frustrating It Must Have Been”
This statement is an example of putting yourself in the customer’s shoes. It makes them feel understood. It makes the customer feel like you are on their side and not arguing with them on their issue. Customers often find themselves frustrated when things go wrong and want to be understood.
Your customer service team needs to be trained in the use of empathic listening and phrase their statements to let them know how important their need is and that you intend to resolve their issue to the best of your ability. This empathy statement will help calm down the customer so they can express their issues better.
3. “Let Me See What I Can Do To Help You.”
This gives the customer an assurance that you are on top of the situation and will be resolving the issue and will provide a quick and effective resolution. By telling the customer that you are working to resolve the issue, you are setting expectations that you will resolve the issue faster.
Customers call your customer service team because they feel helpless about their issue and your reassuring statements can make a difference because your client knows that your focus and understanding. You can also use “we” to let the customer know that you are collectively working on their issue as a team.
4. “I Have Experienced That Issue Recently Too”
This is another classic example of putting yourself in the shoes of the customer. This assures them that they are not alone in their ordeal. Knowing that you and other people have been in the same boat. This statement can help build stronger connections with customers.
This empathy statement can help validate the customer’s concern as it confirms that other customers experience the same issue. This helps strengthen your understanding of the situation because it is based on your own experience.
5. “Thank You For Getting In Touch About This”
This is another powerful empathy statement. When you appreciate the effort of the customer for reporting an issue, it will make them feel happy and confident that there will be no future hassle. It shows customers that you value their feedback. In addition, this will encourage them to reach out to you when they have future concerns.
When you thank your customers for reaching out to you about an issue, it shows that you acknowledge and empathize with the efforts that they made. This shows them that you respect their time to boot. This also means that you give credence to customer complaints.
6. “We Are Working To Get Your Issue Resolved”
This is another empathy statement reaffirming to customers that you will provide a quick resolution to their concerns. Using a collaborative word like “we” gives the customer an idea that it is the effort of the whole team and they are prioritizing your issue.
Words like “we” take the problem off the customer’s shoulders and give them confidence that you are working towards resolving their problem. In addition, it empowers the customer to the troubleshooting process by adding context to the situation.
7. “Thank You For Your Feedback”
Customers do not usually give feedback for various reasons. Providing honest feedback is the best way to improve your overall brand. Customer feedback is vital to business growth. If you want to retain customers, you have to act on all feedback you receive. When they vent their frustrations, most of the time they are not angry with you but with the situation. Instead of arguing with the customer, just thank them for their feedback.
Customers do not usually give feedback. But when they do, acknowledge the feedback and thank customers for being honest with you. Customer feedback can help you improve your overall brand. It allows you to focus on correcting the problem at hand. Thanking customers for their feedback can leave a very good impression. Using statements full of gratitude means that you are genuinely thankful for their feedback.
8. “I Completely Agree With You”
When a customer is frustrated or upset, the best thing you can do is validate their feelings. Surely you know the feeling when someone tells you you are right, especially when you are frustrated or angry. Agreeing with a customer does not put your company in a bad light but positions your brand as a company that listens to feedback and actively searches for ways to improve your product or service.
Customer feedback allows you to find flaws in your product or service and seeks solutions instead of ignoring it or hoping that it goes away.
In addition, agreeing with the customer means you respect their opinion and consider their predicament. Saying to a customer that they are right helps them see you as “on their side.” Validating their feelings makes them feel that they are understood and you are listening and fixing their concern.
9. “If I Understand It Correctly”
Empathy in customer service will not be complete unless you understand their problem. This empathy statement will help you: 1) clarify what the customer means; 2) ensure that you are both on the same page. By using “I,” you personally involve yourself in the support process. It demonstrates your willingness to identify the root of the problem and build a relationship from the get-go.
Learning how to validate your customer’s feelings can make or break a difficult conversation. Showing the customer that being angry and frustrated is justifiable. It can help soothe their feelings and emotions. You can use your own experience and remember how you felt the last time you became upset with a product.
10. “Thank You For Your Patience”
This is one of the most common empathy statements of customer service agents. It is a polite way of telling customers that you are aware of their frustration and appreciate their waiting. This statement actually conveys two things. The first one is that there will be a delay in finding a solution. Second, it shows your gratitude to the customer for waiting despite the delay.
This phrase is often used by reps in a number of situations. One example is when the issue is too complex that it will require troubleshooting. The resolution may take time so you need to inform the customer about the possible delay. Also, when multiple departments will be involved and it will take a huge amount of time to process.
Businesses now face a new breed of customers. Customers now want businesses that will deliver the best experience to them. Learning empathy or putting yourself in their shoes is a must to ensure customer loyalty. It all starts with saying the right words to say to the customer.
Why Outsource Customer Service to airisX?
As an entrepreneur, it’s understandable to want to be hands-on with the management of your business. But as companies grow, many business owners find themselves overloaded with the non-core “hands on” tasks that distract them from the core business activities that actually grow their business.
Companies come to us to optimize existing customer support channels and/or to leverage new ones. We focus on incorporating existing processes into your desired channels, and help you scale to other ones as your requirements grow.