Empathy statements help customer service agents convey that they understand an issue and are on the customer’s side.
Some people are naturally good at this. They can put themselves in the customer's shoes, imagine how they are feeling, and speak to that.
However, on their 50th call of the day, even the best agents refer back to scripted statements to ensure they continue showing empathy.
After all, these agents know that – when they don’t show empathy - customers often become angrier and repeat the issue over and over again until they feel heard.
As such, having a bank of empathy statements – and knowing when to use those phrases – is critical for any customer service team.
With that in mind, here are 23 examples of empathy statements for every customer service situation.
1. "I’m here to listen and support you."
Customers often feel like they’re alone in overcoming their issues, fueling feelings of anxiety and anger. With this statement, agents may help customers feel safe, relieving them of those negative emotions.
For instance, consider a scenario where the customer is anxious and struggling to spell out their issue. Here, this phrase can help them reset, become more comfortable, and more clearly articulate the problem at hand.
2. "That’s terrible" / "How awful."
As customers talk, agents often use verbal nods like "yes" or "uh-huh" to show they’re listening attentively.
When they’re outlining a particularly painstaking issue, agents can instead use "that’s terrible" or "how awful" to the same effect.
In doing so, the agent may also demonstrate that they’re putting themselves in the customer’s shoes.
3. "I do understand your point."
Customers can often double down on points somewhat irrelevant to the case or its outcome. Using this empathy statement, an agent can reassure the customer they’ve understood them.
Additionally, it’s helpful as a neutral, non-inflammatory phrase that helps the agent acknowledge the customer’s perspective and veer away from a possible disagreement.
4. "You’re absolutely correct."
Like the previous phrase, this statement - when said sincerely - often helps to de-escalate a difficult customer conversation.
The word "absolutely" also helps to emphasize that the customer is correct, giving the agent a better chance of pushing the conversation forward.
5. "I realize that this must be frustrating for you."
While this empathy statement is simple, genuine, and effective, it’s easy to use the word "understand" instead of "realize". However, this can be a mistake.
After all, agents may trigger customers by suggesting they "understand" how they feel.
As such, while this statement may be a straightforward fallback option for common customer queries, use it cautiously.
6. "This is obviously a difficult time for you."
Sometimes, customers can blow issues out of proportion. Yet, this may signal that they’re struggling with other things in their lives and misdirecting their frustrations.
In these situations, this empathy statement can help the agent recognize the broader problem. From there, they can narrow the focus to the matter at hand.
7. "This is a situation I’m desperate to resolve."
With this statement, agents can demonstrate that they are on the customer’s side and want to find a resolution as fast as possible.
Moreover, it may help cool down a venting, impatient customer who seems doubtful about a quick, painless relationship.
8. "I’m disappointed that we didn’t…"
Here, the agent is sharing the customer’s disappointment, demonstrating how – in a small way – the matter has upset them, too.
Yet, perhaps more strikingly, the statement uses the word "we". As such, the agent takes ownership of the problem, which is powerful in rebuilding the customer relationship.
9. "If I were in your position, I’d feel the same way."
Some agents are wary of using this empathy statement, worried they may undermine the company. Yet, with the right tone, it can work well as it helps validate the customer.
Additionally, it allows the agent to show the customer they are considering what it’s like to be in their position, bringing empathy to life.
10. "I can see that you’re navigating a very tricky situation."
When using this phrase, the agent becomes a witness to the problem. That signals to the customer that they are no longer alone in their bad experience.
As such, the agent creates a sense of safety and helps to regulate the customer’s emotions.
11. "I recognize that we’re in a rush to get this all sorted."
Impatient customers are often the most tricky to deal with. They don’t explain their issues clearly, rush the agent, and – typically – slow the conversation.
With this empathy statement, the agent can reset the conversation, recognize the need for a speedy resolution, and – again through the use of "we" – convey they’re on the customer’s team.
12. "I can tell you’re upset. So, I want to just take a minute to explain what has happened and answer all of your questions."
In a flurry, customers will often repeatedly interrupt an agent as they’re trying to offer support. Staying calm in these situations isn’t easy.
Yet, consider why the customer keeps interjecting. It’s likely because they don’t feel heard.
With this statement, the agent can reassure the customer that they will have the chance to say their piece while creating the space to move the interaction forward.
13. "I hate to think that now you won’t be able to…"
Sometimes, a customer may state how an issue has impacted them. For instance, perhaps a late delivery means they’ll have no gift to share with a family member or friend on their birthday.
If an agent can reflect on such a scenario and empathize with this statement, they can acknowledge the issue's impact and demonstrate real compassion.
14. "I’m sorry you’ve had to deal with all that."
Customer issues can be multi-faceted, with a lot to consider. A simple, conversational empathy statement like this is ideal in such cases.
After all, this statement includes both an apology and an acknowledgment of the problem, while it doesn't downplay its size.
15. "I’ve been where you are now as a customer. I understand how difficult these situations can be."
Relating personally to a customer’s problem helps show genuine empathy. That can be powerful.
Also, it enables the agent to emphasize that they are listening to the customer and are actively putting themselves in the customer’s shoes.
16. "You don’t need to worry at all. I will…"
Anxious customers need reassurance. When the agent is confident in finding a resolution, this empathy statement can help put their mind at ease.
Indeed, it helps the agent foreground the solution, so the customer gets a big boost of relief and remains calm for the rest of the interaction.
17. "I can’t think of what to say to make up for the experience you’ve had."
Sometimes, agents just can't think of what to say. In these scenarios, this phrase is excellent as it's transparent and genuine.
Moreover, it emphasizes how the scope of the issue is not lost on the agent, which is again helpful when dealing with irate customers.
18. "This was an unacceptable mistake, and that’s on us."
Agents shouldn't feel scared to own specific issues outright. Sure, it may not be their fault, but only by someone taking ownership can the contact center begin to repair the relationship.