Empathy statements are a crucial but often overlooked part of a strong customer experience. Living up to evolving customer expectations takes more than just an investment in speedy and convenient service. In today’s world, consumers are in search of more humanized interactions.
As artificial intelligence transforms the customer service landscape, buyers expect agents to set themselves apart from the bots with compassion, care, and empathy. One study found that 96% of consumers consider empathy essential to a service interaction.
While there’s more to showing empathy in customer service than saying the right words at the correct times, empathy statements can be a valuable tool. They serve as a reminder to customers that the agents they interact with understand and respect their needs.
Here’s your guide to some of the best empathy statements worth using in the contact center.
What are Empathy Statements for Customer Service?
Before we dive into some examples of effective empathy statements, let’s define what an “empathy statement” actually is. Empathy might seem simple, but it’s commonly confused with other ideas, like “sympathy” and “compassion.”
Empathy is essentially the ability a customer service representative has to step into the shoes of their customer or target audience. With empathy, agents show customers that they genuinely understand their feelings and concerns. Unfortunately, only 9% of contact center agents believe empathy is their greatest strength.
In a fast-paced customer service environment, it can be difficult to show empathy consistently. Many agents are under significant pressure to complete conversations as quickly as possible.
Empathy statements offer an easy way to demonstrate empathy without significantly increasing average handling times. These short but succinct statements show customers they’re the sole focus of the agent they’re speaking to.
Examples of Empathy Statements for Customer Service
Empathy statements can come in several forms and may be designed for specific use cases. Some words, such as “I’m glad to hear I’ve been helpful,” are ideal for the end of a customer service discussion. Others are designed to help strengthen relationships with audiences throughout each stage of their purchasing journey.
Here are just some examples of empathy statements that work for customer service teams:
1. “I’m sorry you had to experience this.”
Many customer service reps are reluctant to admit they or their business was responsible for a problem. However, apologizing to a customer doesn’t have to mean taking ownership of a mistake. Empathy statements can simply express that an agent is sorry a person is struggling. The statement above immediately acknowledges the problem is significant and helps diffuse tension.
2. “I can see how frustrating this must be.”
Some of the best empathy statements are effective because they help to prevent a problem from worsening. By the time a customer contacts a company in today’s self-service world, they’re likely to be frustrated and annoyed. They want to feel validated and heard. Acknowledging that the situation is frustrating, shows agents aren’t simply disregarding the emotions of customers.
3. “You’re right; this shouldn’t have happened.”
Empathy statements like this one work on two levels. First, they tell the customer something they want to hear: that they’re in the right. Secondly, they show customers the company believes there’s no excuse for a bad experience.
Telling customers that they’re right and that a problem shouldn’t have happened also tells them that you hold your business to a higher standard of service. This means they’re more likely to trust you again in the future.
4. “Here’s what I understand about the issue, am I right?”
Empathy isn’t just about resonating with a customer’s experiences; it’s about actively listening to and understanding their problem.
One of the best ways to ensure both customers and agents are on the same page is for agents to repeat the issue back to the customer. Empathy statements like the one above demonstrate the customer has the agent’s full attention and that they’re committed to understanding and resolving the issue.
5. “I appreciate you bringing this to our attention.”
Customers often dread contacting a customer service team for a range of reasons. Sometimes, they’re concerned the discussion will take too long.
Others believe their problem or concern will be belittled or disregarded. Letting your customers know you appreciate them bringing a problem to your attention shows a clear commitment to excellent customer experiences. It helps you to show your customers that you value their input.
6. “I know you’re busy, so I’ll try and resolve this as quickly as possible.”
One of the reasons many consumers have switched to using self-service tools in the modern world is the need for speed. People have limited time available to interact with service agents.