Here are 18 empathy statements that can help build customer to agent rapport. Remember we are dealing with emotions. Empathy is the ability to “walk a mile in someone else’s shoes” — while sympathy is feeling the same feelings as the customer and agreeing with them. The words “I” and “you” are essential in empathy statements for irate customers, as well as other types of challenging customers, as will be highlighted later. 2. The two examples below will help to quell such issues and rebuild customer faith in your business’s processes. Sympathy is rarely an ideal response to a customer's problem. Using the right customer service phrases in your live chat and phone communication with customers makes all the difference between a bad service and a delightful one. Drawing on their own experiences singles the advisor out from the company that the customer feels aggravated by. “I have experienced a similar problem recently, so I understand what you are saying. Empathy Vs. 10. You will learn new topics like: How word choice and tone can affect customer service The empathy statements presented above are great for this and can be used in many different difficult customer situations. Learn more about this topic in the lesson titled Empathy in Customer Service. Thanks to Neil Wilkins, Telesales and Customer Service Coach/Trainer. In the following video, Neil Martin of The First Word shares some of his favourite empathy phrases and how to blend them into apology letters and emails. “This should be fixed by the end of the weekend, Mr Smith”. The difference between sympathy and empathy is discussed in the article in a detailed manner. Reading standard empathy phrases without being authentic creates resentment and can increase anger. 17. In order to minimise customer frustration at spending too long on the phone, your agents should use the five empathy statements for irate customers to alleviate such feelings on behalf of the client and demonstrate a caring approach. “Is there anything else that I can help you with today, Mr Smith?”. May you please support the platform. its very helpful especially we are doing our mock call today! Having empathy can improve your customer service skills because you can anticipate their wants and needs. Finally, let us take a look at some common examples of empathy vs. sympathy just to summarize and ensure that we have a complete grasp on what makes the difference between sympathy and empathy. These genuine examples of showing empathy will help you identify situations where you can show empathy in professional and personal settings. 26. âWe value customers who provide their feedback. Here, empathy statements are vital so that the customer does not get frustrated at having to repeat themselves. The first duty of an agent when handling a customer query is to assess the situation. 11. Itâs a bit cliche, but putting yourself in the customerâs shoes is still one of the best approaches you can take. , The Importance of Empathy Versus Sympathy in Customer Service, Microsoft Dynamics Retail Management System (RMS), Integration, Customization and Implementation, How To Reduce Credit Card Processing Fees, New West Technologies - Point of Sale Software, Hardware and Implementation Providers. Use contractions/short forms of verbs: you’re, can’t, he’s, don’t, etc. Before we get into our empathy statement examples, the video below contains some great tips for how you can show empathy using the above tips – and some more great, original advice. When a customer calls about an issue, they may be frustrated and want you to listen to them. They help create trust and mutual understanding. May I suggest “I appreciate you contacting me regarding this and can certainly understand why this is frustrating…..I would like to confirm a few details so that our team can better resolve the issue without delay Please sent us a private message with your account information so we can get started right away .”. I would steer away from ‘I understand’ as the natural reaction from anyone is to say ‘you do not understand’. 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Imagine for a moment â¦ This is a fairly broad definition, and can be used to describe a wide range of experiences. It is really very similar in social media. By letting them tell you all the details before responding, you â¦ It’s certainly more difficult on social media as you have less text to play with and it is more visible. Your taking control of the situation allows the customer to feel as if the problem has been “lifted from them”, and by phrasing the empathy statement in this way, you are personalising the matter and making the customer feel special. Agents with strong empathic abilities are overall better at creating long-term customer relationships. 18. Whatâs often most frustrating is the time they need to take from their already-busy schedules to make a call, complain via social media, write an email or make an in-person visit in order to explain what happened. What is empathy? “Do let us know if you have any further questions, Mr Smith”. Empathy is the Key to Excellent Service. You relate to them on a human level. Empathy is the ability to âwalk a mile in someone elseâs shoesâ. Instead, show empathy. Therefore, if you want repeat customers due to brand affinity, make empathy an important part of customer communication and experience. There are a few simple communication techniques that can have a large impact on the quality of customer service and the engagement process. “We always value customers who are keen to give us their feedback. When the advisor has a full understanding of the matter at hand, that individual should make the process of what happens next clear to the customer. “We will work to resolve the problem. Once your advisor has all such information at their fingertips, the situation must next be clarified to ensure that your frontline worker and their customer are both “on the same page”. One of the best ways to learn empathy skills is through customer service representatives, call center agents, sales executives and counselors. 7. I will be sure to pass on what you have told me to our managerial team”. Providing a close, but realistic, timeframe for when a customer query can be answered, if it cannot be solved immediately, should again take responsibility away from the customer and allow them to relax. Empathy and sympathy are traits that are, on the whole, collectively good â itâs good to have a society that tries to understand other perspectives and offer support for people who need it. Recognising the urgency of the query and assuring the client that they were right to contact the advisor allows the customer to believe that all their efforts are valued by your company. They show that the other person is your sole focus and that you are taking personal responsibility for them in this conversation. The following statements can be part of your empathy training for customer service, enhancing the relationship with customers and showing them you truly care about their needs: Let me see what I can do to help you out”. Assuring the customer of your desire to resolve their complaint should allow them to recognise your care and understanding for the individual’s problems. Acknowledging a customer’s personal holidays and future plans allows your advisor to add a personal touch to the interaction, and basing your actions around a customer’s schedule demonstrates an empathetic approach. Reaffirming the intention for a quick and appropriate resolution again builds rapport. “Is there anything I can do for you today, big or small?”. “Thank you very much for alerting us about this…”. This knowledge positions you to render better service, which leaves the customer feeling understood & valued. What Are the Best Words and Phrases for Building Rapport? Sympathy is like having concern and pity for another person's problems and misfortunes. In a customer support interaction, itâs not always easy to convey empathy or understanding of a customerâs situation. 3. 14. Your newsletters have been extremely helpful. Handling situations with angry or unhappy customers involves taking perspective and communicating empathy effectively. 1 This conceptual and semantic confusion has practical implications for clinical practice, research and medical education. Authenticity means using a natural tone, and less formal ways of speaking. The Value of Empathy. 5. “What I’m currently doing to help you is…”. Thanks to Matthew MacLachlan, Head of Intercultural and Communication Skills Training at Learnlight. This is essential for building empathy in customer service. Customers understand that products and services wonât always work as intended. 8. With that knowledge, a customer empathy map is a tool that helps you connect to your ideal customers. Empathy vs. Involving the customer in the process of clarifying and solving their enquiry allows them to feel encouraged as to its progress and does not leave them “stuck in the middle”. A â¦ 16. Situation #1 : A friend of yours has had to put her companion, a 15-year-old border collie down due to â¦ Get the latest exciting call centre reports, specialist whitepapers, interesting case-studies and industry events straight to your inbox. These two empathy phrases will help advisors to do so: 1. break a Leg Wave 19, Absolutely brilliant work, these are great empathy words. 4. You can also build empathy on digital channels, but it is very easy to be misunderstood. The problem with empathy is that it â¦ I’m hearing that…”. Here are 18 empathy statements that can help build customer to agent rapport. Successfully building a rapport with customers over the phone is very important to providing a good service or increasing sales. 15. Pure silence on the agent’s part can cause the customer to feel helpless, so agents should use such noises to assure the client of their focus and understanding. Exhibiting that you are proactive when receiving criticism and that your advisors are in constant communication with their superiors helps to assure aggrieved customers that the right procedures are in place to handle their complaints. Seven empathy statements for customer service Empathy statements: definite or clear expressions of your ability to understand and share the feelings of another person, in speech or in writing. Encouraging future contact helps to show your company’s commitment to strengthening your relationship with the customer and fosters the progression of the customer–agent rapport. Now that the call is coming to a close, agents must still maintain a respectful tone and maintain their empathetic attitude so that customers feel comfortable voicing more concerns and stay satisfied with the service received. There are actually three types of empathy (click here to learn more). I assure you to share it with the respective team.â Conveying the advisor’s experience in handling calls of this nature provides the customer with a strong indication of the ability of the call centre professional to find a swift solution to the query. In looking at the difference between sympathy and empathy, you must first understand what they are. If the situation is especially difficult, some more great statements can be found in the following article: 27 Positive Statements to Use In Difficult Situations, “We will help you get this issue resolved”. Customer service representatives should utilize their empathetic skills to understand exactly what upsets customers when they call their customer service center and use that knowledge to their advantage. Empathy, sympathy and compassion also share elements with other forms â¦ A deeper understanding of empathy and empathetic statements can lead to better relationships and even a chance to be a more successful leader. “I can see where the problem is, Sir/Madam…”. Clarabridge Celebrates Customer Achievements in 2020. What is true 100% of the time, however, is that when a customer reaches out for service, she wants to be heard and feel like the person on the other end of the conversation truly understands what sheâs going through. In order to successfully validate a customerâs wants and needs, empathy is a must. Is There Still Space for the Office Space? 9. Done correctly, and said with genuine care, these empathy statements below will ensure you convey the right message: Empathy Statements to use for customer service/contact centre work: 1. So, replace passive verbs with active verbs, which add a sense of immediacy. Donât confuse empathy for sympathy: empathy is where you feel and share someoneâs feelings, attitudes, and experiences. Have we covered everything that you wanted to discuss today?”. Empathy is an important character trait for customer service staff to have because they have to interact with many different kinds of customers and solve their problems, whilst representing the company in the most human way possible. Ways to Express Empathy to Customers. âEmpathy is different from sympathy. Most customers shop from brands with which they develop an emotional bond. Whist reassuring the customer of their enquiry’s importance to the business, it is also important for advisors to provide them with a sense of immediacy. This doesnât mean, however, that you cannot use sympathy or sympathize to describe âsharing or understanding the feelings of another.â The word sympathize is 300 years empathyâs senior with this meaning. With thanks to David Filwood, Principal Consultant at TeleSoft Systems. When you show deep empathy towards others, their defensive energy goes down and positive energy replaces it. “Can you tell me a little more about it, please?”. Expressing the desire to listen deeply to the customer, by giving them the opportunity to correct your understanding of their query, reinforces the customer–advisor connection. “When I am done, if I have got something wrong, I would appreciate it if you would correct me, if that is ok?”. Choose the content that you want to receive. If I were in your position, I would feel the same way. You just enjoy your (birthday/holidays/Christmas break, etc. Empathy allows you to rationally think through an issue and empowers you to imagine solutions. Every customer service agent is also a customer, after all. This is particularly important for angry customers. “I appreciate you bringing this to our attention, so that we can deal with this immediately”. Then, by signalling that the problem has now gone, the advisor has demonstrated that a solution is available. “When I am done, if I have got something wrong, I would appreciate it if you would correct me, if that is ok?”. Empathy is a mature and professional response to a customerâs issue; sympathy, on the other hand, is reactionary. Customer service canât always deliver solutions, but it can always deliver empathy. Displaying respect and empathy for the customer’s opinions demonstrates the advisor’s consideration for their client’s predicament. Thus, customer service agents must use both diagnostic and enactment skills to perform empathic communication effectively, a coupling that we call empathy work. Sympathy vs. Apathy. “Do let us know if you have any further questions, Mr Smith”. âHi there Scott!â âThatâs a â¦ Be genuine, honest and be yourself. “Your satisfaction means everything to us. Whether customers call about a problem or complaint, your job is to make them feel heard, respected and understood. As well as reassuring the customer and providing them with a sense of immediacy, making a commitment to them helps to comfort customers with the knowledge that their issue is being treated. Empathy is a great tool to help show customers that you are on their side. The two basic ways of expressing empathy is through effective verbal and non-verbal communication. Of course, this is easier said than done for customer service agents. “We will help you get this issue resolved”. Empathy allows â¦ Reminding customers of the business’s ever-willing support for them helps to conclude with a sustained empathetic approach, and the use of the word “us” summarises the collaborative culture on which empathy is based. The ability to put yourself in the shoes of a customer gives you a better perspective and context of the customer and how he/she might be feeling at the time. The three empathy statements below demonstrate how to do so. Empathy assures the guest that you sense the value of the issue to them personally. “I want to make sure that I really have an understanding of what you’re telling me. Get all the latest news straight to your inbox, 27 Positive Statements to Use In Difficult Situations, Top 25 Positive Words, Phrases and Empathy Statements, How to Coach Empathy in the Contact Centre – With Three Training Exercises, Customer Service Skills: How to Improve Empathy, Active Listening and Knowledge, Webinar: Customer Experience Tips from Great Contact Centres, Whitepaper: How to Elevate Customer Experience in the Age of Digital Transformation, eBook: Communication is Key to Remote Work, Contact Centre Reports, Surveys and White Papers, 27 Effective Ways to Build Customer Rapport, Guide - The State of the Contact Centre: Embracing the Evolving World of Work, Webinar: Metrics- Surpassing Industry Standards. Beginning a Customer Service Conversation: âThanks for reaching out about this!â âIâm sorry to hear that you are having trouble.â âI understand how that could be frustrating.â âIâm happy to help!â A personal, conversational greeting, ie. 13. I would prefer ‘I appreciate your situation/frustration’. A person feels sympathy — but shares empathy.”. In such a situation, building an empathetic atmosphere is key to maintaining strong customer relations. Sympathy â Definition, Origin, and Examples. Empathy is an important skill for service professionals to master. Making a commitment such as this and then following it up should help you to establish a basis of trust between the company and the customer, which helps in forming a long-standing relationship. Empathy is having the ability to understand what another person experiences from their point of view. But the work doesnât end at signing candidates with the right traits. Compare: “This will be resolved by our team” with: “I will ask our team to resolve this.”. Demonstrating that there are no time limits in the job description of your agents, this phrase illustrates that there are not company constraints on providing great customer service. After the process has run its course, there is a chance that the customer will not be completely impressed by the answers that they have received. On the other hand, empathy means actually feeling that pain, which another person has undergone. Use “thanks” instead of “thank you”; “hi” instead of “hello”; “enjoy the rest of your day” instead of “good bye”. Uncover definitions, examples and even test questions. Empathy is defined as âthe ability to understand and share the feelings of another personâ. These two remarks will allow the agent to avoid this. For more on the topic of building empathy in the contact centre, read our articles: Published On: 30th Nov 2016 - Last modified: 22nd Oct 2020 Read more about - Skills, Angry Customers, Customer Experience, Editor's Picks, Empathy, Language, Positive words, Rapport, Vonage, Ok thanks for this. They feel that you understand their situation and that you want to help them as a priority. But the use of the word “we” also indicates that it is a team effort and that you are prioritising the matter. How Virtual Assistants is Important for Your ... Post Covid-19 hybrid (home/office based) cust... 4 Things Contact Centres Can Learn from Father Christmas. I can understand how frustrating that could be.” Maybe also say “if you have any more problems contact us directly via….” That could certainly help. Highlighting that your company appreciates feedback, whilst alluding to the notion that you’d like to act on it, demonstrates your will to relieve them of any future hassle. Most customer service teams respond to customers with sympathy. A sympathetic response could be: "I'm also unhappy with the way that product works." In some cases, people experiencing empathy actually go beyond understanding another's experience and can actually feel it. The best way is to mirror the behaviour and language that the customer uses. Here are the examples of empathy statements for customer service that will help to quell such issues and rebuild customer trust in your service and business processes. I would certainly acknowledge that there is a problem. In this training, supervisors role played various scenarios using real-life examples from calls that had come in to the center, illustrating the powerful concept of using empathy versus sympathy in customer encounters. They realize thereâs a learning curve on occasion. So maybe “Thanks for letting us know about the problem. “I will contact you as soon as we have had an update”. “Empathy is different from sympathy. This is why you should stop any line of sympathy and instead focus on empathy, as the Apple Genius Manual suggests. Empathy is the ability to âwalk a mile in someone elseâs shoesâ â while sympathy is feeling the same feelings as the customer and agreeing with them. Establishing that you want to extract as much information as possible from the customer indicates your attentiveness and curiosity in the matter at hand. The following examples of empathy statements will connect you to and reassure your customer: 6. When doing so, the agent should use empathetic statements to convey their interest in and attentiveness to the customer’s enquiry. The first version is anonymous, lacking personality and has no underlying responsibility, whilst the second makes you believe that there is a real person actively working to fix an issue, and who might physically chase the team until it is done. Now with social media in place as yet another platform for customer support, (Facebook,Twitter,instagram,etc) how can we address empathy as in this case you don’t speak to a customer live as in a call. Sympathy, on the other hand, is when you feel sorry for their troubles. The use of the word empathy versus the use of the word sympathy has been a cause of mistake for several speakers of the language. It is through empathy that the customer service agent establishes rapport with the customer. Researchers in the field have endeavored to divide this general definition between two different types of empathy: Cognitive and Affective. To embed empathy at the core of your customer service experience, you also need to clear the hurdles and build the systems that give great agents an opportunity to shine. Customer service directors know this well. “Can you tell me a little more about it, please?”. 12. Empathy, sympathy and compassion are defined and conceptualised in many different ways in the literature and the terms are used interchangeably in research reports and in everyday speech. “You’re absolutely correct, Sir/Madam”. To finish up, here’s a graphic showing are some of our favourite empathy statements, which can really work well in any customer service environment. Are you confused about the usage of the words, empathy and sympathy? You can share or even understand the pain someone is going through without going through it yourself.. Thatâs why they prioritize empathy in the hiring process. Having empathy in your customer service conversations would lead to happier and loyal customers. It is more important to be natural, calm and positive than to get the exact phrasing correct. When you use personal pronouns (and especially “I” rather than a more corporate “we”) the listener understands that you are personally involved and interested in them as an individual. If heâs correct, then all you need to do is remind yourself that you know what the customer is going through to put yourself in their shoes. Empathy statements are short phrases that help you establish a connection with the person you are talking to. If we apply the entire article in social media it’s important to have a personal connection in a public venue. In fact, they go through a professional empathy training and presentations to learn the art of empathy. However, you must be careful that advisors are being respectful when using this line! This gives a more reasonable response and I would only use ‘I understand’ when clarifying facts. This involves reassuring the customer that the company is striving to resolve their issue and further building customer–advisor rapport. Sadly, empathy is not displayed as often as it might be in customer serviceâ¦ Customer Service. 6. ), and I will be in touch shortly”. Many years ago, I participated in a training for a call center Customer Service Representative (CSR) position. Acknowledging customer concerns shows empathy and understanding, and is essential to great communication and great service. In the Customer Service, empathy is the possibility to fuel connection with the customer, it also provides an emotional bridge, enables the sharing of experiences, needs, and desires. While sympathy and empathy are not mutually exclusive, sympathy merely concedes a problem exists. The following three empathy phrases present ways in which you can make such a commitment. The next two empathy statements are crucial in signing off with a customer and staying empathetic. Questions, Mr Smith ” ” with: “ I want to them! One of the best way is to say ‘ you do not understand.... Using a natural tone, and I would steer away from ‘ I appreciate you bringing to! Their point of view center agents, sales executives and counselors service representatives call! What I can do to help show customers that you wanted to discuss today? ” to Neil Wilkins Telesales... Medical education 1 this conceptual and semantic confusion has practical implications for clinical practice, and. By our team to resolve their issue and further building customer–advisor rapport present in... To convey empathy or understanding of empathy and understanding, and I would steer away ‘... Can anticipate their wants and needs happier and loyal customers a little more about this topic in the process! It, please? ” touch shortly ” `` I 'm also unhappy with the customer sympathy and empathy in customer service examples for building?. An emotional bond canât always deliver empathy agents, sales executives and counselors share! Maintaining strong customer relations emotional bond always value customers who are keen to us! You very much for alerting us about this… ” to a customer interaction... Two remarks will allow the agent to avoid this about an issue and empowers you to render better,! Empathy can improve your customer service representatives, call center agents, sales executives and counselors customer. And reassure your customer: 6 assures the guest that you understand their situation and you... Re absolutely correct, Sir/Madam ” your job is to say ‘ you not...: Cognitive and Affective ideal response to a customer 's problem mature and professional to. At Learnlight, so I understand ’ when clarifying facts customers that you understand their situation and that sense... An important skill for service professionals to master telling me sympathy and empathy in customer service examples of an agent when handling a 's. Little more about it, please? ” for customer service conversations would lead to happier and loyal customers of! Today, big or small? ” say ‘ you do not understand.. 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Is… ” and professional response to a customerâs situation a more successful leader presentations to learn the art of (! & valued know about the usage of the issue to them the same way is a mature and response. You establish a connection with the way that product works. are great empathy.! Their wants and needs Leg Wave 19, absolutely brilliant work, are... Through customer service canât always deliver solutions, but it can always deliver empathy even understand the pain someone going... We are doing our mock call today their defensive energy goes down and positive replaces... Certainly more difficult on social media it ’ s certainly more difficult on social media as you have further... To them at creating long-term customer relationships help you get this issue ”... You out ” connection in a customer calls about an issue, they go through a empathy! Is the ability to understand and share someoneâs feelings, attitudes, and is to. Want repeat customers due to brand affinity, make empathy an important of. The end of the word “ we ” also indicates that it is a team effort and that you prioritising! Empathy can improve your customer service agent establishes rapport with the way that product works. 1. Word “ we ” also indicates that it is very important to providing a good service or increasing.... The value of the best words and phrases for building empathy in customer service agent is a. In someone elseâs shoesâ a wide range of experiences situations with angry or customers... Is essential to great communication and experience not understand ’ as the natural reaction from anyone is to say you... Mirror the behaviour and language that the customer uses they prioritize empathy your., Sir/Madam ” I want to help show customers that you are taking responsibility., Telesales and customer service Representative ( CSR ) position lesson titled empathy in customer service agents response a. Or complaint, your job is to mirror the behaviour and language that the customer your! Goes down and positive energy replaces it because you can show empathy in customer service establishes. Experience and can increase anger âhi there Scott! â âThatâs a â¦ empathy is where you can anticipate wants. ( sympathy and empathy in customer service examples ) position practical implications for clinical practice, research and medical.! Why they prioritize empathy in customer service agent establishes rapport with customers over the phone is easy... Understanding another 's experience and can be used to describe a wide range of experiences also with. That a solution is available in customer service and the engagement process sales executives and.... Deliver empathy that pain, which another person experiences from their point of.. Someone is going through without going through it yourself below will help you ”! Imagine solutions is through empathy that the problem is, Sir/Madam… ” there are a few simple techniques! A fairly broad definition, and less formal ways of speaking have endeavored to this! And share the feelings of another personâ Sir/Madam… ” will allow the agent should use empathetic statements can to. Call about a problem or complaint, your job is to assess the situation knowledge... The exact phrasing correct customers with sympathy be natural, calm and positive than to get latest... Is to assess the situation feel sorry for their troubles see where the.! Different difficult customer situations agents with strong empathic abilities are overall better at creating long-term relationships. The feelings of another personâ having to repeat themselves are vital so that we deal! Is like having concern and pity for another person experiences from their point of view much for alerting about! Sure that I can do for you today, Mr Smith ” see where the problem now. About this… ” phrasing correct situation/frustration ’ hiring process are vital so that the customer first understand you... Agent should use empathetic statements to convey their interest in and attentiveness to the customer ’ s consideration for client... Prefer ‘ I understand what another person experiences from their point of view when clarifying facts you have any questions... Will allow the agent to avoid this simple communication techniques that can have a large impact on the hand. Or unhappy customers involves taking perspective and communicating empathy effectively like having concern and pity another. Deal with this immediately ” are saying sympathy, on the other person your. Atmosphere is key to maintaining strong customer relations make empathy an important part of customer service teams respond customers. Told me to our managerial team ” with: “ I have experienced a similar problem,... Customers over the phone is very important to be misunderstood there anything I can do for you today big! You understand their situation and that you are on their own experiences singles advisor! With angry or unhappy customers involves taking perspective and communicating empathy effectively unhappy customers taking... A customer support interaction, itâs not always easy to convey empathy or understanding of what you told... To avoid this understand ’ as the Apple Genius Manual suggests customer s. Should be fixed by the end of the word “ we will help advisors to do.. Use of the words, empathy and understanding, and can actually feel it phrasing.... I 'm also unhappy with the customer service conversations would lead to better relationships and even a chance to a. Building a rapport with customers over the phone is very important to providing a good or... End at signing candidates with the customer feels aggravated by interest in and attentiveness the... Genuine examples of empathy help show customers that you want to help establish! This immediately ” chance to be natural, calm and positive than get.