15 Empathy Statements Customer Service Reps Should Use

an empathetic customer service rep on a customer service call

15 Empathy Statements Customer Service Reps Should Use

As a customer service professional, it’s essential to have strategies in place to effectively manage difficult or upset customers. One effective tool is the use of empathy statements, which are phrases that demonstrate your understanding and recognition of the customer’s feelings. These statements can be used in various situations, such as in person, over the phone, or through email, and can be particularly helpful in calming down a frustrated customer. Some examples of empathy statements for customer service include: “I’m truly sorry to hear about your experience,” “I understand how frustrating that must have been,” and “I appreciate your patience in this matter.” Using these statements with sincere care and concern is important, as a lack of authenticity can potentially worsen the situation. In addition to using empathy statements, active listening skills can also be useful in effectively managing difficult customer interactions. While it may not always be possible to fully satisfy every customer, using empathy and actively listening to their concerns can go a long way in reducing tension and finding a resolution.


Definition of Empathy Statements

Empathy statements are expressions that show your understanding and recognition of someone else’s emotions, whether spoken or written. They are commonly used in customer service to ease the frustration of an upset customer. These statements can be used in various settings, including medical practices, hospitals, and personal relationships with loved ones. In this context, we will focus on using empathy statements in customer service, whether in person or through a contact centre.


Customer service empathy statements

Here are 15 empathy statements for customer service that can be used in various forms of communication, including in person, over the phone in a contact centre, or through email:


  1. I sincerely apologize for your experience.
  2. I understand how frustrating that must have been.
  3. If I were in your situation, I would feel the same way.
  4. I’m sorry you’re experiencing this issue.
  5. I understand that we’ve made things difficult for you.
  6. I appreciate your patience in this matter.
  7. I understand how inconvenient this has been for you and how annoying that must feel.
  8. I understand how upsetting this must be for you.
  9. Thank you for bringing this to my attention. It’s not acceptable on our part.
  10. That would also frustrate me.
  11. If I were in your shoes, I would be asking the same questions.
  12. I can imagine how confusing that must have been.
  13. I’m sure there are other things you’d rather be doing, so thank you for your patience.
  14. You’re correct.
  15. I appreciate you bringing this to my attention, as it’s clearly unacceptable.


Here are the top tips for using empathy statements in customer service

One key factor in ensuring the effectiveness of empathy statements in customer service is authenticity. Simply reciting pre-prepared statements without genuine care or concern may not be effective in calming an upset customer and may even worsen the situation. On the other hand, using empathy statements with warmth and genuine care can greatly improve the outcome of the interaction. It’s important to remember that while it’s important to have a selection of empathy statements at your disposal, it’s equally important to use them with authenticity to effectively address the customer’s concerns.


Dealing with Angry Customers

Empathizing with customers can be useful for diffusing difficult situations, but it’s not always effective. It’s important to recognize that there may be times when a customer’s frustration is warranted, due to a mistake or issue caused by the company. While it’s never acceptable for a customer to take their anger out on a customer service representative, it’s a reality that it may happen. In these situations, it’s important to have professional training on how to manage angry customers and techniques to help calm the situation. While empathy statements and active listening can be helpful tools, it’s also important to have a range of strategies at your disposal to effectively manage difficult customer interactions.


It is a skill to provide customer service

To be successful in customer service, it’s important to have a variety of skills and good management practices in place. Some strategies that can help include:


  • Regular coaching and feedback.
  • Developing active listening skills.
  • Utilizing a phonetic alphabet.
  • Providing an effective induction program.
  • Ensuring access to accurate product and service information through a knowledge management system.
  • Establishing clear key performance indicators linked to reward and recognition programs and gamification tools.

While these empathy statement examples can be useful, it’s important to continue learning and developing additional skills to help you and your business succeed. Remember, great customer service doesn’t happen by chance and can bring significant benefits to employees, businesses, and customers.

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