Examples of Empathy Statements in Customer Service

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  • 0:03 Customer Service
  • 0:23 Empathetic Communication
  • 1:04 Empathy Statements
  • 1:30 Summarize Client Needs
  • 2:27 Lesson Summary
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Lesson Transcript
Instructor: Amber Dixon

Amber works with graduate students enrolled in a virtual program and has a Master's of Social Work degree.

This lesson will review a critical component of customer service. We'll discuss examples of how to demonstrate to customers active and empathetic listening to improve engagement and overall communication.

Customer Service

There are a few simple communication techniques that can have a large impact on the quality of customer service and the engagement process. In a customer service setting, the language that we use to communicate has a critical effect on how the customer perceives the services that they receive. This is a critical component of strong customer service skills.

Empathetic Communication

Empathetic communication is used to help demonstrate to customers that you understand their situation and emotions. It is a tool that helps to build trust with customers. Customers like reassurance that their problems and concerns are going to be resolved to their satisfaction.

For example, Diane is returning an item to a store when the customer service staff stops talking with Diane to greet new customers walking by. Diane becomes increasingly frustrated because each interruption delays her transaction time and leaves the staff asking Diane to repeat herself. Customer care staff need to limit their distractions and the number of times they ask customers to repeat themselves in order to foster more empathetic listening.

Empathy Statements

Now, let's look at some examples of statements that embody empathetic communication:

• I definitely will make sure that it gets resolved…

• You will absolutely be able to …

• I absolutely agree…

• I can certainly assist you…

• That is a terrific solution…

• Let's work together to fix. . .

• A simple way to change it will be to…

• I recommend. . .

• I suggest. . .

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