Customer Service Empathy Statements
Updated: April 16, 2024A critical component of providing exceptional customer service is the ability to create genuine connections with customers. Empathy—the capacity to understand and share another person's feelings—is a powerful tool that customer service agents can use to build trust, rapport, and lasting relationships with clients.
In this article, we will explore practical examples of empathetic statements that customer service agents can incorporate into their interactions, demonstrating their commitment to understanding customers' perspectives and addressing their concerns effectively.
By fostering empathetic connections, businesses can not only improve their customer service experience but also cultivate loyalty and positive word-of-mouth among their clientele.
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Reassuring Customers Using Live Chat Examples
We’ll begin with a handful of example statements that can be used during live chat with customers.
Account Issues Copy Snippet Copied!
Hi there! I understand that facing issues with your account can be concerning, but please don’t worry. I’m here to help you every step of the way.
Can you please provide me with some more details about the problem you’re experiencing? Together, we’ll find a solution.
Order Hasn't Arrived Copy Snippet Copied!
I’m sorry to hear that your order hasn’t arrived as expected. I can certainly understand the anxiety this may cause. Rest assured, I’ll look into this matter for you right away and provide you with an update on the status of your order.
We’ll make sure this is resolved for you as soon as possible.
Billing Errors Copy Snippet Copied!
I apologize for the inconvenience you’re facing, and I can imagine how frustrating this must be. Please allow me to investigate this issue for you. I assure you that we’ll get to the bottom of it and rectify any errors in billing.
Your satisfaction is our top priority, and we’ll work together to resolve this matter.
Canceled Order Copy Snippet Copied!
I completely understand why you’d be upset about your order being canceled without any prior notice. I apologize for the inconvenience this has caused you, and I can imagine how frustrating this must be.
Please provide your order number, and I’ll look into the issue immediately to find a solution for you.
Charged Twice Copy Snippet Copied!
I’m truly sorry that you were charged twice for your order. I understand how alarming and concerning this must be for you. Please know that I’m here to help resolve this issue as quickly as possible.
Can you provide me with your order number? I’ll investigate the charges and work on getting you a refund for the duplicate charge.
Reassuring Customers Using Email Examples
Moving on, here are five email examples demonstrating how businesses can convey empathy during customer service interactions.
Satisfaction is Top Priority Copy Snippet Copied!
Dear [Customer’s Name],
I can understand why you’re concerned about the issue with our [product/service], and I want to assure you that we are here to help.
Your satisfaction is our top priority, and we are committed to finding a solution that meets your needs. Our support team is working diligently to resolve this issue, and we will keep you updated every step of the way.
Sincerely,
[Support Agent’s Name]
[Company Name] Customer Support
We Take Concerns Seriously Copy Snippet Copied!
Hello [Customer’s Name],
I’m sorry to hear that you’re experiencing difficulties with our [product/service], and I want to reassure you that we take your concerns seriously.
Our team is dedicated to finding a resolution as quickly as possible, and we will do everything we can to make things right.
Thank you for your understanding and patience as we work to resolve this issue.
Best regards,
[Support Agent’s Name]
[Company Name] Customer Support
Committed to Resolve Issue Copy Snippet Copied!
Hi [Customer’s Name],
Thank you for bringing your concern to our attention. I understand how important it is for you to have a positive experience with our [product/service], and I want to assure you that we are committed to resolving this issue for you.
Our support team is here to assist you every step of the way, and we appreciate your patience as we work to find a solution that meets your needs.
Warm regards,
[Support Agent’s Name]
[Company Name] Customer Support
Dissatisfied with Product Copy Snippet Copied!
Hello [Customer’s Name],
I’m sorry to hear that you’re dissatisfied with our [product/service], and I want to assure you that we are committed to resolving this issue for you. We value your feedback and take it seriously, and we will do everything we can to make things right.
Thank you for your understanding and patience as we work to find a solution.
Best regards,
[Support Agent’s Name]
[Company Name] Customer Support
Apologies for Inconvenience Copy Snippet Copied!
Hi [Customer’s Name],
I can understand why you’re feeling frustrated about the situation with our [product/service], and I want to apologize for any inconvenience this may have caused you.
Please know that our team is dedicated to resolving your concerns, and we will work diligently to find a solution that meets your needs.
Thank you for bringing this to our attention.
Warm regards,
[Support Agent’s Name]
[Company Name] Customer Support
Reassuring Customers Phone Call Examples
During phone-based customer service interactions, empathy, of course, plays a crucial role in creating meaningful connections and resolving issues effectively. Here are five examples of how businesses can demonstrate empathy during customer service phone calls.
Here to Listen and Help Copy Snippet Copied!
Agent: Hello, and thank you for calling [Company] Customer Support. This is [Agent’s Name]. I’m here to listen and help with any concerns you have. Can you please tell me more about the situation?
Customer: [Explains issue]
Agent: I understand that this can be a stressful situation, and I want to reassure you that we’ll work together to find the best solution for your needs. Your satisfaction is our priority.
Cause for Anxiety Copy Snippet Copied!
Agent: [Company] Customer Support, my name is [Agent’s Name]. I’m here to assist you and address any concerns you might have. Please share more details about your issue.
Customer: [Explains issue]
Agent: I can see how that would cause some anxiety, and I appreciate you bringing this to our attention. I want to reassure you that we’ll work diligently to resolve this matter and ensure that you have a positive experience with our company moving forward.
Understand You're Upset Copy Snippet Copied!
Agent: Thank you for calling [Company] Customer Support. My name is [Agent’s Name]. I understand that you’re upset, and I’m here to help. Can you please tell me more about the issue you’re facing, so I can better assist you?
Customer: [Explains issue]
Agent: I can understand why you’d be frustrated with that. I apologize for any inconvenience this has caused. Let’s work together to find a solution and make things right for you.
Request Details of Concern Copy Snippet Copied!
Agent: Hello, this is [Agent’s Name] with [Company] Customer Support. I can sense that you’re not happy, and I’m sorry to hear that. Please give me the details of your concern, and I’ll do my best to help you.
Customer: [Explains issue]
Agent: That does sound frustrating, and I completely understand your feelings. I apologize for the trouble you’ve experienced. Let’s go through the steps to resolve this issue together.
Work Together to Find a Solution Copy Snippet Copied!
Agent: [Company] Customer Support, this is [Agent’s Name] speaking. I can tell that something is bothering you, and I want you to know that I’m here to listen and help. Can you please explain the situation?
Customer: [Explains issue]
Agent: I can see how that would be upsetting, and I’m truly sorry you’ve had to deal with this. I want this problem to be resolved as much as you do. Let’s work together to find the best solution and ensure that you have a positive experience moving forward.
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