35 Empathy Statements for Customer Service - answerconnect.com

Examples of empathy statements in customer service scenarios. Before incorporating empathy statements into your interactions, let’s explore some common scenarios where they can be …

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What are empathy statements in customer service?

Empathy statements in customer service are simple phrases that show you understand what the customer is going through. They can turn a bad situation into a good one and make customers feel heard and valued. ...

How does empathy affect customer service?

According to the Empathy Index, a report that analyzes the level of empathy in customer service (or lack thereof) in the cultures of almost 200 companies on major financial indexes, “ [t]he top 10 companies increased in value more than twice as much as the bottom 10 and generated 50 percent more earnings (defined by market capitalization).” ...

How do you show empathy in a fast-paced customer service environment?

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. ...

How can empathy phrases improve customer satisfaction?

Using empathy phrases in the right scenarios can diffuse tension, build trust, and improve customer satisfaction. Below we have listed down some common examples where empathy words or statements if used properly can be highly effective along with how support agents can professionally handle those situations. ...

What is cognitive empathy in customer service?

In customer service, cognitive empathy involves being able to understand and anticipate a customer’s needs, concerns, and expectations. This can involve listening actively to a customer, asking clarifying questions, and using phrases that show you understand their perspective. ...

Do you need empathy when dealing with difficult customers?

You will also need empathy when dealing with difficult customers who challenge your authority or question your explanations. You can use empathy to show them you understand where they are coming from and address their concerns adequately, even if the answer is not what they want to hear. ...