However, understanding and showing empathy is a tricky matter. You must know what and how to say something that does not come out as pity or sarcasm.<\/p>\r\n
What is Empathy in Customer Service? How Does it Make You Stand Out?<\/h2>\r\n
Before diving into the depths of how you show empathy in customer service calls, let’s quickly go over what it means in the first place.<\/p>\r\n As Austrian doctor Alfred Adler puts it, “Empathy is seeing with the eyes of another, listening with the ears of another, and feeling with the heart of another.”<\/p>\r\n Such a simplistic definition highlights the true value of empathy in customer service. It is the art of putting yourself in your customer’s shoes and addressing their pain points<\/strong><\/a>.<\/p>\r\n Empathy makes customers feel heard, valued, and important. It is a way to express that you truly understand and care about your customers.\u00a0Since it evokes such powerful emotions, businesses must make empathy the cornerstone of every interaction. In doing so, you would be furthering the customer-centric mindset throughout the organization.<\/p>\r\n Once it becomes a cultural aspect rather than a situational Plan B script when things go south, empathy statements for customer service can significantly transform how consumers view the customer experience<\/strong>.<\/p>\r\n For instance, it would be the notable standout point in the Peak-End Rule – a theory where customers only recall the peak and end portions of any exchange and use it as a frame of reference while establishing their experience as positive and negative.<\/p>\r\n Typically, the peak would be the point of distress or an obstacle, and the end would be the resolution. Naturally, if you bag the ‘all’s well that ends well’ fairytale ending while riding on the wave of empathy, it would count as a win. However, even if things don’t work out in your favor, the agent’s ability to handle everything with empathy can leave behind a pleasant taste.<\/p>\r\n Moreover, the customer would be somewhat open to the solution offered, even if it takes them some time to come around. So, in a way, that would count as half a win – which is far better than a loss.<\/p>\r\n The correlation between\u00a0empathy statements for customer support and a positive customer experience may be rather direct. However, did you know that empathy can also take you a long way in sales?<\/p>\r\n In sales, you end up focusing only on\u00a0cold calling<\/strong><\/a>,\u00a0lead generation, prospecting, and other such strategies to drive sales success. You overlook the importance of being empathetic. Building rapport with prospects is one of the big hurdles that salespersons have to face.<\/p>\r\n Empathy, in this sense, helps sales teams build a strong case for their product(s) by putting themselves in the shoes of the prospects. After all, customer-focused product development is a buzzword now, and for good reason too!<\/p>\r\n To begin with, imagine yourself in the position of your prospect. This will help you\u00a0envision how to add meaning or value to their lives with your product.\u00a0Such roleplay<\/strong><\/a> goes on to show that you\u2019re not simply trying to\u00a0achieve your sales targets. But, you\u2019re actually trying to help solve some\u00a0real-world problems that they may be facing.<\/p>\r\n It makes you realize what your customers truly want and deliver as per this market gap or requirement. As such, it is equally important to listen to your prospects carefully.<\/p>\r\n Having a strong Emotional Quotient is perhaps the most underestimated\u00a0sales skill. And so, not much effort goes into working on this.\u00a0<\/p>\r\n In sales & customer service, first, understand what your customer is trying to express verbally. To do so, you can mirror back their statements as you understand them so that there is no ambiguity. Then, expand into the non-verbal cues by decoding the prospects\u2019 tone of voice and language. Try to make sense of how your prospect is feeling and accordingly drive the conversation with them.\u00a0<\/p>\r\n Once again, giving language to their emotions can help you understand them better and for them to express themselves better.<\/p>\r\n Here\u2019s a list of empathy statements that you can use in a wide range of difficult situations \u2013 whether dealing with irate customers, anxious customers, or a customer who has just endured a negative experience.\u00a0<\/p>\r\n This handy list of statements ingrains a personal touch minus an accusatory or casual tone, assuring to bring a sense of immediacy to the conversation and provide effective solutions for customers.<\/p>\r\n And paraphrase the customer\u2019s concern clearly. Your willingness to understand the issue will assure them that they are connected with the right person. Furthermore, in your statement, you are also giving them a chance to correct you if, at any point, you misunderstood the concern. It shows that you genuinely care and are approachable.\u00a0<\/p>\r\n After carefully listening to and realizing the customer\u2019s emotion, you can assure them with this phrase. By recognizing their emotion and showing that you relate to them, you convey that you are going to make genuine efforts to help them.\u00a0It also displays a human side to you, which can warm them up for further interactions.<\/p>\r\n How do you show empathy in customer service calls?<\/p>\r\n Communicating what you are doing is a great way to tell the customer that you are making an effort. The dead air without any pre-communication can make the caller feel that you are avoiding them.<\/p>\r\n Or worse, that you are simply uninterested. Instead, ask them to wait and tell them that you are pulling out the details or looking into policies, etc.\u00a0Walking them through the process counters any impatience.<\/p>\r\n Affirmations like this help you keep the customer service conversations going when the customer is explaining the issue or expressing their disappointment. The empathy statements for customer service like this will let them know that you are listening to their problem. But remember not to cross-talk. You can look for a\u00a0pause to speak.\u00a0<\/p>\r\n What is a good empathy message?<\/p>\r\n Convey that you are going to help the customer get the issue resolved. The statement will\u00a0assuage their heightened emotional state, and you can move forward by asking relevant questions to get to the root of the problem. The strategy is especially useful when the customer is angry or impatient. The simple promise followed by issue-related queries will help them calm down and cooperate with you.\u00a0<\/p>\r\n When the caller is cooperating with you, thank them and appreciate their patience. This shows that you acknowledge their politeness and willingness to coordinate.\u00a0It also conveys that you value their time.\u00a0<\/p>\r\n Acceptance of a flaw or problem with your system or service conveys sincerity. Such validation makes the customer feel important, and your brand rubs off as open to customer inputs. The customer will trust you even more and corporate if they see that you realize the issue and agree with it.\u00a0<\/p>\r\n Some customers just call you to give their feedback or share an experience they might have while dealing with your brand at any point. Acknowledge and appreciate their feedback. Assure them that you are going to improve or take appropriate steps.\u00a0In some cases, especially the negative ones, you can even offer a high-level view of the action that will be taken.<\/p>\r\n Once you figure out the steps to resolve the issue, explain them to the customer also. Your active communication will help them feel connected and updated throughout the call. They will feel engaged and like they belong to the process. A resolution on a call is really a sigh of relief for the majority of customers.\u00a0<\/p>\r\n You may not always have answers or solutions for customer concerns. In such a case, you can only empathize with them and apologize for not being able to help in any way.\u00a0Sometimes, all a customer wants is to have their feelings acknowledged.<\/p>\r\n Once again, this empathy statement for customer support can come in handy while handling customer feedback. By expressing your gratitude, you let the customer know that you value their feedback.<\/p>\r\n Following it up with an assurance to work on the feedback indicates that you view their inputs as an opportunity to improve your business or product\/services. As such, this combination will encourage future communication – good or bad.<\/p>\r\n The fact remains that you might not be able to address all customer queries or complaints. However, simply leaving the customer hanging at \u201cwe have escalated the issue\u201d does not help their anxiety related to the problem at hand.<\/p>\r\n Informing them of the future course of action or the status of progress through update calls can be a great way to keep the customer in the loop on what\u2019s transpiring. You are also seeking their convenience, which indicates that you value and respect their time.<\/p>\r\n You can use this empathy statement to improve your SAAS customer support today.<\/p>\r\n You can use this empathy statement at the end of a resolution. The customer can take this opportunity to share their feedback on the current experience or elaborate further on the issue, which could mean that they still seek \u201csomething more.\u201d<\/p>\r\n At the same time, it opens up the floodgates for future contact and is a sign that your business takes customer relationship building seriously.<\/p>\r\n Not all issues get resolved instantly. You can use this empathy statement for customer service emails, which also works as an assurance. For starters, it communicates that the customer’s issue will be resolved, which will ease their concerns.<\/p>\r\n Next, it gives a concrete timeline for resolving the problem. Be mindful of sharing a realistic timeframe – something that seems reasonable to the customer while also being feasible in offering the said solution.<\/p>\r\n Such empathy statements for customer support can be a way to end the conversation on a positive note (Remember the Peak-End Rule?). It acknowledges and appreciates that the customer had several other options and still chose your business. The successive lines seal the deal in making the customers feel delighted and comfortable to talk with you in the future.<\/p>\r\n If you were to ask us\u00a0what is an example of an empathy statement? Our answer would be fairly simple.\u00a0Empathy phrases or empathy statements for customer service are combinations of words that convey consideration, care, and patience.<\/p>\r\n Customer complaints and problems can be solved faster if you make use of empathy statements. Empathy statements vary from one situation to the other.<\/p>\r\n Ideally, empathy with customers is crucial at every\u00a0touchpoint \u2013 not only while making the deal but also during minor conversations throughout the customer journey.<\/p>\r\n At any cost, you would never want your customer to feel humiliated, wronged, or ignored.\u00a0However, there are going to be moments when you will have to be extra empathetic. And the trick to figuring out empathy and implementing it effectively lies in identifying these micro-moments.<\/p>\r\n Typically, empathy is the secret sauce that can fix a negative customer experience. After all, try as much as you want; negative experiences will rear their ugly head whenever they get the opportunity.<\/p>\r\n And it becomes pretty challenging to handle customers who are already pissed off or irritated with feature(s), product(s), or service(s). And during such situations, what you need to focus on the most is \u2013\u00a0Empathy.<\/p>\r\n A few cases that may lead to negative customer experience if not resolved with an empathy statement are:<\/p>\r\n It may also happen that the fault is not yours but on the customer\u2019s part. Probably they are already having a bad day and take that moment to lash out at you! Still, take a step back to depersonalize from this experience.<\/p>\r\n Never assign blame or act stern just to prove a point. Take a deep breath and embody empathy. Empathy phrases and empathy statements for customer support service are the\u00a0best tools<\/strong><\/a>\u00a0to navigate easily through such critical situations.<\/p>\r\n Here is an illustration of\u00a0what is a good empathy message depending on the customer’s emotional state.<\/p>\r\n Angry customers<\/strong><\/a>\u00a0are in the highest emotional state, and they are likely to disagree with almost anything. Hence, do not try to jump to a resolution. First,\u00a0empathize. Use empathy phrases to first bring them down to an agreeable state of mind.<\/p>\r\n Recommended Read: How To Deal With Angry Customer? (All Types & Situations)<\/a><\/p>\r\n Dealing with impatient customers is tough as they are very intuitive. They want you to take them right across to the solution without a detailed conversation. And therefore, you have to be quick but empathetic.<\/p>\r\n Use some\u00a0examples of empathy\u00a0to first assure them that their problem is going to be solved. They will now participate in details because they received an assurance.<\/p>\r\n Once you have successfully delivered the assurance statements for customer service, you can\u00a0now trace back to the root cause by asking them questions. But remember not to over-promise to momentarily pacify them. This is likely to break the customer relationship if you fail to deliver what\u2019s been promised.<\/p>\r\n Be extra careful while attending the know-it-alls. They tend to show that they are more knowledgeable about your product than you. They have their research done and are now into proving it. You cannot rebuke it or act negatively toward it but stay empathetic.<\/p>\r\n First, appreciate the efforts they have taken to do the research. This\u00a0acknowledgment\u00a0brings them to your side. Then, attend to them in a manner that you are going to add to what they already know.\u00a0<\/p>\r\n Listen to the customer, then ask open-ended questions about his experience. Verify what you think the customer has told you, then take steps to resolve the situation. Ask if you can do anything additional for him, also exceeding their expectations. Here\u2019re some empathy statements for customer service:<\/p>\r\n Assurance statements in customer service imply that you understand your customer\u2019s priorities.\u00a0<\/p>\r\n Matt Scott, the Owner of\u00a0Termite Survey<\/strong><\/a>,\u00a0says,<\/p>\r\n \u201cAs a customer service representative, it is your responsibility to empathize with your clients. One tip to do this is to understand their priorities. Each client has their own particular list of priorities, especially during an emergency.<\/em><\/p>\r\n It is essential that you make their priorities your own priorities and address them in the same exact order. This will reassure your client that you are paying enough attention to their needs and that you know and what they want and are eager to take care of and help them.<\/em><\/p>\r\n How you treat your client\u2019s priorities will show how much you value your clients because as a customer service representative, their happiness and satisfaction is your goal.\u201d<\/em><\/p>\r\n You never know what other reasons have made the customer so stressed. So, when an angry customer turns up, customer-facing teams should hear them out first. They should give them time to explain what they are feeling and what they expect.<\/p>\r\n Listening to their viewpoints enables you to put yourself in their shoes. While listening, figure out how you are to frame the solution. Actively respond with subtle replies that reflect their emotions in between. This assures them that you are not lost but genuinely listening to them. Being mindful of your\u00a0customer service statements\u00a0will help you gain the customer\u2019s trust.<\/p>\r\n Reassurance statements in customer support service are a way to tell the customer that you have got their back. You can proceed by asking relevant questions to understand customer concerns better.\u00a0<\/p>\r\n Reuben Yonatan, founder, and CEO of\u00a0GetVoIP<\/strong><\/a>,\u00a0says,<\/p>\r\n \u201cBased on what is working for us,* show empathy by asking the right questions. *Some of the key questions customer service teams should keep in mind when talking to a customer include how are you handling social distancing? How can we help make the ongoing situation easier for you? How is your business, and have you managed to sell during this period?<\/em><\/p>\r\n Moreover, take the time to listen and offer to help where you can. Do not just gloss over the questions in a bid to get it over with and tick the empathy box. The customer will see right through you if you do so.\u201d<\/em><\/p>\r\n Hung Nguyen, Marketing Manager of\u00a0Smallpdf<\/strong><\/a>,\u00a0says,<\/p>\r\n \u201cCustomers are 1: impatient, and 2: may not always be technologically savvy.<\/em> Doing so shows that you are going beyond the means to help customers out. And for those that were new to the product, they really appreciated the step-by-step tutorials.\u201d\u00a0<\/em><\/p>\r\n A positive approach is the first characteristic of empathy statement examples. Sales and support both demand a positive approach. So, after the customer finishes explaining, begin on a positive note of assurance, like, \u201cOkay, I\u2019ll get that fixed\u2026\u201d. Using \u2018I\u2019 gives you ownership \u2013 it\u2019s as much a problem for you as it is for them.<\/p>\r\n No matter how perfectly you build your product or service, problems occur. But how positively you resolve makes the difference. Keep a polite and respectful tone.<\/p>\r\n Apologizing if it\u2019s your fault is also an act of positivity. But do politely explain the reason and move ahead to quickly get them the answers. If praises come your way, stop to acknowledge them. And before you end, always appreciate them for their valuable time.<\/p>\r\n Malte Scholz, CEO, and Co-Founder of\u00a0Airfocus<\/strong><\/a>,\u00a0says,<\/p>\r\n \u201cThe best way to show empathy to your customers is to show them how you\u2019re handling the crisis and let them know that you\u2019re in the same boat. In our case, we let our customers know that just like them, we\u2019re a SaaS business, and it would mean a lot to us if our customers don\u2019t get into panic mode because of the coronavirus pandemic.<\/em><\/p>\r\n We showed them how we\u2019re handling the situation, what we\u2019re doing internally, how we\u2019re willing to help them, and that no matter what happens, we are there for them. Thanks to this strategy, we\u2019ve gotten through the pandemic scare pretty much unscathed.\u201d<\/em><\/p>\r\n Empathy statements for customer service representatives should never include overpromising. Unfortunately, here’s where some assurance statements for customer service can cause you to slip. In the heat of the moment, it is easy to promise beyond your capacity and abilities. But, this approach only momentarily pacifies the customer.\u00a0<\/p>\r\n Even though it commits to going the extra mile, it sets an expectation. As such, failing to deliver on this front would mean having a disgruntled customer since you have made what qualifies as a false promise, thereby layering the disappointments.<\/p>\r\n Naturally, an upset customer will be more upset about being treated this way. Try to stay as realistic as possible or explain the pros and cons so that the customers are well-informed.<\/p>\r\n Never assume that you have already found the solution and jump to conclusions. Too often, it is seen that sales and support agents ask a few questions. And assuming that they have completely understood the matter, they swiftly head for conclusions.<\/p>\r\n This not only leaves the prospect unheard but also can provide them with the wrong solution. Maybe they wanted to ask for something different. This creates miscommunication that can build a negative customer experience.<\/p>\r\n It\u2019s better if you repeat their words at the end in brief. This also assures the customer that they are being patiently heard.<\/p>\r\n Jacob Dayan, CEO and Co-founder of\u00a0Community Tax,<\/strong><\/a>\u00a0says,<\/p>\r\n \u201cShowing empathy to customers shouldn\u2019t be a new concept that is being implemented into customer service now that there is so much instability with the economic climate, pandemic, etc. Having said that, it comes down to having a human conversation with the customer.<\/em><\/p>\r\n You\u2019d be shocked at how many customer service representatives sound robotic in their responses, and in situations where customers clearly are just looking for empathy, being robotic can lead to them taking their business elsewhere.<\/em><\/p>\r\n Demonstrate that you understand where their feelings of frustration or whatever emotion they are conveying come from, and go the extra mile to show that you want to genuinely help brainstorm a solution.<\/em><\/p>\r\n If your company\u2019s policies prevent you from finding a solution, be transparent while also saying that you\u2019ll reach out to somebody up the ladder to see if there is anything at all you can do. Even if a solution doesn\u2019t come out of it, it will show that you care about trying to find a solution.\u201d<\/em><\/p>\r\n Grant Aldrich, Founder, and CEO of\u00a0Online Degree<\/strong><\/a>,\u00a0says,<\/p>\r\n![\"Empathy](\"https:\/\/img.freepik.com\/free-vector\/organic-flat-customer-support-illustration_23-2148899134.jpg?w=900&t=st=1673239528~exp=1673240128~hmac=d8f42877a1c8756b37a5ebc56d652982994e3c09e64887cf28f41b405fe28b9b\")
<\/span><\/p>\r\nHow to Show Empathy in Sales?<\/h2>\r\n
15 Universal and Impactful Empathy Statements to Win Customers<\/h2>\r\n
![\"Impactful](\"https:\/\/img.freepik.com\/free-vector\/business-team-climbing-giant-handshake-with-support-leader_74855-19692.jpg?w=740&t=st=1673239971~exp=1673240571~hmac=6c3c9a68808835552c6eef26be827837fb1762f44ba851fe4b3bcf708b024042\")
<\/p>\r\n1. \u201cI want to ensure that I really have understood what you are saying. Correct me if I\u2019m wrong\u2026\u201d<\/h3>\r\n
2. \u201cI would\u2019ve felt the same in this situation.\u201d<\/h3>\r\n
\u00a03. \u201cPlease give me a minute to figure this out for you.\u201d<\/h3>\r\n
\u00a04. \u201cI can understand how inconvenient it must have been for you.\u201d<\/h3>\r\n
\u00a05. \u201cI\u2019ll help you get this issue resolved.\u201d<\/h3>\r\n
6. \u201cI appreciate your patience.\u201d<\/h3>\r\n
\u00a07. \u201cI agree\/ you are correct.\u201d<\/h3>\r\n
\u00a08. \u201cThank you for bringing this to our notice. I appreciate your effort.\u201d<\/h3>\r\n
9. \u201cHere\u2019s what I am going to do to help you\u2026\u201d<\/h3>\r\n
\u00a010. \u201cI understand your (negative emotion), and I wish I could make it better for you.\u201d<\/h3>\r\n
11. \u201cWe are grateful to you for sharing your experience with us. We will definitely work on this.\u201d<\/h3>\r\n
12. \u201cIs it possible to schedule an update call for this issue? If so, what would be a convenient time for you?\u201d<\/h3>\r\n
13. \u201cPlease let us know if you have any more queries.\u201d<\/h3>\r\n
14. \u201cRest assured; the issue will be fixed within <Number> days\/weeks.\u201d<\/h3>\r\n
15. \u201cThank you for choosing us. It was a pleasure serving you. Have a nice day.\u201d<\/h3>\r\n
Empathy Phrases that Put Customers at Ease<\/h2>\r\n
![\"Empathy](\"https:\/\/img.freepik.com\/free-vector\/helping-partner-concept-illustration_114360-8584.jpg?w=740&t=st=1673239580~exp=1673240180~hmac=29120cc39e7f947a1c8c0fa6d679386a4b93e2cdec2131924ef57b121ffa5ef6\")
<\/p>\r\nWhen do Customers Need Empathy?<\/h2>\r\n
\r\n
1. Angry Customers<\/h3>\r\n
![\"angry](\"https:\/\/img.freepik.com\/free-vector\/feeling-angry-concept-illustration_114360-3473.jpg?w=740&t=st=1673239627~exp=1673240227~hmac=1f285bfca9e22dcde3dabc31236dd97a6506c77a7b935cdb79de5091d2c0e4cf\")
<\/p>\r\n\r\n
2. Impatient customers<\/h3>\r\n
![\"Impatient](\"https:\/\/img.freepik.com\/premium-vector\/woman-pointing-showing-time-woman-character-design-illustration-trendy-person-standing-isolated-white-background-modern-lifestyle-concept-vector-illustration_98702-1383.jpg?w=740\")
<\/p>\r\n\r\n
3. Know-it-all customers<\/h3>\r\n
![\"Know-it-all](\"https:\/\/img.freepik.com\/free-vector\/internship-concept-illustration_114360-6225.jpg?w=740&t=st=1673239754~exp=1673240354~hmac=d92e1a7b4920518f0cad4c8c2d4c1e7330aedbc1fdbc57dc1882b19512e3b104\")
<\/p>\r\n\r\n
4. Dissatisfied customers<\/h3>\r\n
![\"Dissatisfied](\"https:\/\/img.freepik.com\/free-vector\/anxiety-concept-illustration_114360-8054.jpg?w=740&t=st=1673239843~exp=1673240443~hmac=79e648c08e4745deaa48e30463289dc8a50aad3461ca00e4d830b9e5f0ba30c2\")
<\/p>\r\n\r\n
Best Practices to Win Customers with Empathy Statements<\/h2>\r\n
To-Do Always: Positive Empathy Statements to Remember<\/h3>\r\n
1. Understand priorities<\/h4>\r\n
2. Let them vent it out first<\/h4>\r\n
![\"customer](\"https:\/\/justcall.io\/blog\/wp-content\/uploads\/2019\/08\/Angry-man.png.webp\")
<\/p>\r\n3. Include key questions on call<\/h4>\r\n
4. Create step-by-step short video tutorials<\/h3>\r\n
One thing I always used to do when helping customers with our product (software)\u2014is to create short video tutorials. It could be something as simple as deleting the program and installing it again from a MacBook. Anyone can do this by simply recording your screen, e.g., with QuickTime for Mac users.<\/em><\/p>\r\n5. Maintain a Positive Attitude Throughout<\/h4>\r\n
![\"Maintain](\"https:\/\/justcall.io\/blog\/wp-content\/uploads\/2019\/08\/Customer-support-and-customer.png.webp\")
<\/p>\r\n6. Add Examples from Experience<\/h4>\r\n
To-Do Never: Negative Empathy Statements to Avoid<\/h2>\r\n
![\"Empathy-statements-to-win-customers\"](\"https:\/\/justcall.io\/blog\/wp-content\/uploads\/2020\/07\/Use-empathy-to-win-customers.jpg\")
<\/p>\r\n1. Never over-promise<\/h3>\r\n
2. Never assume<\/h3>\r\n
4. Do not be robotic, be understanding<\/h3>\r\n
5. Avoid negatively charged words<\/h3>\r\n