Examples of Empathy Statements in Customer Service

An error occurred trying to load this video.

Try refreshing the page, or contact customer support.

Coming up next: Empathy Maps for Customers

You're on a roll. Keep up the good work!

Take Quiz Watch Next Lesson
Your next lesson will play in 10 seconds
  • 0:03 Customer Service
  • 0:23 Empathetic Communication
  • 1:04 Empathy Statements
  • 1:30 Summarize Client Needs
  • 2:27 Lesson Summary
Add to Add to Add to

Want to watch this again later?

Log in or sign up to add this lesson to a Custom Course.

Log in or Sign up

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. . .

To unlock this lesson you must be a Study.com Member.
Create your account

Register to view this lesson

Are you a student or a teacher?

Unlock Your Education

See for yourself why 30 million people use Study.com

Become a Study.com member and start learning now.
Become a Member  Back
What teachers are saying about Study.com
Try it risk-free for 30 days

Earning College Credit

Did you know… We have over 160 college courses that prepare you to earn credit by exam that is accepted by over 1,500 colleges and universities. You can test out of the first two years of college and save thousands off your degree. Anyone can earn credit-by-exam regardless of age or education level.

To learn more, visit our Earning Credit Page

Transferring credit to the school of your choice

Not sure what college you want to attend yet? Study.com has thousands of articles about every imaginable degree, area of study and career path that can help you find the school that's right for you.

Create an account to start this course today
Try it risk-free for 30 days!
Create An Account