Empathy plays an important role in delivering exceptional customer service. These sample phrases, which are divided into various sections, aim to guide customer service representatives in demonstrating empathy through their choice of words. Utilizing these examples can enhance interactions with customers, making them feel valued and heard.
Using Empathetic Phrases
Validation
When customer service representatives validate their customers, they show that they understand and empathize with the situation. Validating the customer’s emotions helps to create a trustworthy conversation and can lead to a more satisfactory resolution.
To validate a customer, the representative must first listen attentively to what they are saying. Then, they can offer a validating statement that acknowledges their feelings and communicates understanding.
Examples
- “I understand how frustrating that must have been for you.”
- “It sounds like this has been a challenging situation for you.”
- “I can see why you would feel disappointed about that.”
- “I understand how frustrating this must be for you.”
- “I can see why you’re upset, and we’ll work together to find a solution.”
- “I’m sorry that you’re experiencing this; we value your feedback and will do our best to resolve the issue.”
Expressing Sympathy
By expressing sympathy, customer service representatives show they understand the feelings and challenges faced by the customers. There are several ways to express sympathy to customers to show them that their concerns are being heard and considered:
- “I am sorry you are going through this.”
- “I understand how frustrating this must be for you.”
- “Sounds like you had a tough experience.”
Offering Support
Offering support includes phrases that assure customers their problems will be solved:
- “Let me check what we can do to resolve this issue.”
- “I’m going to do my best to help you.”
- “I want to find the best solution for you.”
- “I’m so sorry to hear about your experience, let me look into this for you and figure out the best solution.”
- “I can understand why that would be upsetting, please give me a minute to see what I can do to help you.”
- “That sounds truly frustrating; I am going to do everything I can to assist you with this matter.”
Demonstrating Responsibility
Being proactive in taking responsibility and finding solutions helps reassure customers, leading to a better experience for both parties:
- “We are truly sorry for the inconvenience you faced with our product. We understand how frustrating this must be for you, and we are taking immediate action to resolve the issue.”
- “I apologize for the delay in our response, and I realize how important it is for you to have this resolved quickly. Please be assured that we are working hard to find a solution and will keep you updated on our progress.”
- “Thank you for bringing this to our attention. We sincerely apologize for any discomfort this has caused you. We value our customers and will ensure steps are taken to prevent this issue from happening again in the future.”
Closing the Customer Interaction
Positive Problem Resolution
Closing the interaction on a positive note reinforces empathy and demonstrates that the concern has been addressed. By assuring the customer that their feedback has been taken into account and steps have been or will be taken to resolve the matter, it gives them a sense of being heard and understood. This also reaffirms the customer’s confidence in the company and its commitment to resolving any challenges that they may have faced.
Examples
- “Thank you for your valuable feedback. We’ll ensure this doesn’t happen again in the future.”
- “We appreciate your patience in this matter, and we’re glad we could reach a solution that works for you.”
- “Thank you for bringing this to our attention. Your experience is important to us, and we’ll take the necessary steps to improve our service.”
By incorporating these phrases, customer service representatives can effectively close interactions in a way that leaves the customer feeling heard, understood, and valued.