40 Empathy Statements For Customer Service (With Examples)
Customer service is the backbone of any business. It's how companies interact with their customers, solve problems, and keep people coming back. Not only that, but excellent customer service can make or break a company.
Research shows that about 90% of customers are more likely to make another purchase after a positive customer service experience.
One way to improve your customer service is by using empathy statements to show that you understand what the customer is dealing with, demonstrate empathy, and ease frustration.
Empathy statements in customer service are simple phrases that show you understand what the customer is going through. They can turn a bad situation into a good one and make customers feel heard and valued.
In this article, we'll dive into what empathy statements are, how to use them, why they're so important in customer service, and 40 examples you can use to improve your customer service today.
What Are Empathy Statements?
Empathy statements are customer support phrases that help you connect on a human level with your customers. These statements show that you're not a robot reading from a script but a person who genuinely understands and cares about the customer's feelings and concerns.
They are the bridge that turns a transactional interaction into a relational one, creating a memorable customer experience.
Alternatively to canned responses, empathy statements go beyond the surface. They don't just acknowledge the issue; they validate the customer's emotions.
Using empathy statements can show that you are genuinely committed to resolving the customer's issue, which can have a huge impact on customer relationships.
For example, saying "I can see why you're upset" is much more impactful than a simple "I understand."
Using empathy statements shows that you're putting yourself in the customer's shoes, feeling what they feel, and that you're committed to resolving their issue.
5 Examples of Empathy Statements
These examples are practical phrases that you can use in various customer service scenarios. They are designed to show empathy by acknowledging the customer's feelings or situation.
These aren't just empty words; they are a way to connect with the customer emotionally and let them know that you're on their side.
- "I can see why you'd be frustrated."
- "That sounds really tough, let's work on a solution."
- "I would feel the same way in your situation."
- "Thank you for bringing this to our attention."
- "I'm really sorry you're experiencing this, but I'm glad you told us."
Even if you're simply saying 'I'll get back to you ASAP, showing empathy in your support responses can show customers you care.
How Are Empathy Statements Used in Customer Service
Empathy statements serve multiple purposes in customer service. They are not just filler words but strategic tools that can significantly influence the direction and outcome of a conversation. Here's how:
De-escalation & easing frustration: When a customer is angry or frustrated, an empathy statement can act like a pressure release valve. It shows the customer that you're not an adversary but an ally.
Building trust & establishing relationships: Empathy statements can quickly establish trust. When customers feel you understand them, they're more likely to trust your judgment and the solutions you offer.
Guiding the conversation and resolving issues: Empathy statements can act as signposts in the conversation, helping to steer it in a constructive direction. They can transition the dialogue from problem-focused to solution-focused.
Whether you are apologizing for a delayed response or even replying to a refund request, empathy statements are important and can help build customer relationships.
Benefits of Using Empathy Statements for Customer Service
The benefits of using empathy statements in customer service are numerous and can have a ripple effect throughout your business. Here are some key advantages:
Increased Customer Satisfaction: Customers are more likely to be satisfied with the service if they feel heard and understood, which can lead to positive reviews and word-of-mouth recommendations.
Higher Retention Rates: Satisfied customers are loyal customers. When people feel valued, they are less likely to switch to a competitor.
Improve Customer Relationships: Empathy statements help in building stronger, more meaningful relationships with customers. When customers feel that you understand them, they are more likely to become long-term clients and advocates for your brand.
Reduced Agent Stress: Believe it or not, using empathy can also make the job less stressful for customer service agents. When conversations are more positive, it's easier to find solutions and less draining emotionally.
By incorporating empathy statements into your customer service strategy, you can enhance various aspects of your business, from customer satisfaction to employee well-being.
How to Express Empathy in Words
Expressing empathy effectively in customer service is about much more than finding the right words. It's a blend of active listening and genuine emotional engagement.
Here's a breakdown of key steps to achieve this:
Listen Actively: Understand the customer's issue completely by listening without interruption, asking for clarification when necessary.
Match Your Tone: Ensure your voice tone reflects the empathy and understanding your words are conveying.
Be Genuine: Authentic empathy resonates more with customers. A sincere apology or expression of concern can make a big difference.
Follow Through: Demonstrating empathy is just the start; you must also take concrete steps to resolve the issue at hand.
By mastering these aspects of empathetic communication, you can elevate your customer service interactions, making them more meaningful and effective.
How to Automate Customer Service Phrases
If you find yourself typing repetitive phrases often (such as empathy statements), give Text Blaze a try.
Text Blaze helps you create smart text templates and insert them anywhere using keyboard shortcuts.
With Text Blaze, you can create templates for accurate, consistent communication with customers to improve your customer service and respond faster. Use Text Blaze to automate repetitive typing anywhere you talk to customers: Gmail, Outlook, social media, and more.
Not only does Text Blaze help you respond faster, but Text Blaze helps you personalize your customer service with placeholders, dynamic logic, formulas, and more.
Text Blaze is free & works anywhere!
Customer Service Empathy Statement Templates
Give the following empathy statement templates a try to improve your customer service, show empathy, ease frustration, and demonstrate understanding.
Copy templates to use them anywhere:
10 Empathy Statements Examples To Ease Frustration
General empathy statements are your go-to phrases for showing that you understand and share the customer's feelings. These are broad statements that can be used in a variety of situations to establish an emotional connection with the customer.
Using general empathy statements like these can help to build rapport and trust with the customer, making the interaction more pleasant and productive for both parties.
10 Positive Scripting Empathy Statements
Positive scripting empathy statements are designed to steer the conversation towards a positive and constructive outcome. These statements not only show empathy but also instill a sense of hope and assurance that the issue will be resolved.
The benefit of using positive scripting empathy statements is that they not only validate the customer's feelings but also set a positive tone for the rest of the interaction. This can make it easier to find a solution and leave the customer feeling optimistic.
10 Reassurance Statements to Demonstrate Understanding
Reassurance statements are used to affirm that you are taking the customer's issue seriously and are committed to resolving it. These statements give the customer confidence that their problem is being handled effectively.
Using reassurance statements can provide the customer with peace of mind, knowing that their issue is being taken seriously and that steps are being taken to resolve it. This can be particularly helpful in situations where a solution might take some time to implement.
10 Sympathy Statements to Demonstrate Empathy
Sympathy statements are a bit different from empathy statements. While empathy statements show that you understand and share the customer's feelings, sympathy statements express sorrow or regret for what the customer is going through. Here are 10 examples:
Sympathy statements can be effective, but they should be used carefully. Overusing them can make you seem disingenuous, and they don't replace the need for a solution to the customer's problem. Like empathy statements, they are most effective when followed by actionable steps to resolve the issue at hand.
Use Empathy Statements to Improve Customer Service!
Empathy statements are a powerful tool in customer service. They help to de-escalate situations, build customer loyalty, and guide conversations toward positive outcomes. By using empathy statements, customer service agents can make customers feel valued and heard, which is key to any successful business.
Use Text Blaze to automate repetitive typing, create templates for communicating with customers, and save time today!
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