It is very important to be encouraging and motivating when your customers are going through a tough time. 1. What is true 100% of the time, however, is that when a customer reaches out for service, she wants to be heard and feel like the person on the other end of the conversation truly understands what she’s going through. When someone chooses to open up to you, it shows they really trust you. Businesses can not replace the pain of the tough times customers have gone through, but certainly, they can empathize with them. If I were in your position, I would be upset too. That being said, nobody can be perfect all the time. When you, Sound encouraging with your empathetic statements, Use the right phrases for defusing tension with customers, 16.“May I arrange for an update call, at a time most convenient for you?”, 17. It helps in reducing their anger significantly. Basing your services across your customer’s schedule demonstrates an empathetic approach. Let them know, you truly appreciate their choice to work with your business. “I will get in touch with you we have the latest update”, 20. In case your sales team fails to understand your customers, how can you expect them to explain how your products or services fit their lives? Empathy statements that you may use as a customer service representative include I am sorry, let me take care of that, I will be sure to let management know, I am sorry that you feel that way. Alignment is integral to customer support because it makes the customer feel like you genuinely want to get them where they need to go. All’s well that ends well—or so they say. You enjoy your holidays. Smile Did you want all 35 empathy phrases in one easy to store list? Because her parents immigrated to the United States to give her a better life, Maria has empathy for illegal aliens. When you do this, it signals that you are a safe harbor for vulnerability. Customer service skills are vital for the sucess of any organization. 324. You can drastically improve the customer experience by taking a few seconds to build a rapport by simply expressing genuine empathy. And to properly do this we communicate and listen carefully to what is being said. © 2020 SmileOnMyMac, LLC dba TextExpander. “The issue will be fixed completely in two business days.”, 26. When you make follow up, it helps to comfort them with the knowledge that their issue is being treated. I’ll get back to you with what they say as soon as possible. Reassuring the customers that the company will be striving to fix their issues creates a good impression and further builds brand rapport. A Customer Empathy Map is an incredible tool that helps organizations to unlock greater power in the customer experience. That is the reason why people share their struggles as if they are longing for connection. Finding the glitches in your customer experience and the ways to patch them is an example of proactive problem solving. At times customers identify some issues that businesses have overlooked. And here the power of empathy in business can be realized. They’re tone-deaf. “Thanks so much for taking the time to write all of that out. “You are totally right!”. If you take a look at some of the spectacular customer service failures, you will see that they involve a (maddening) lack of empathy. When you provide an estimated time for resolution, the customers are in a positive mind of getting the feasible solution after a day or two. Here are 18 empathy statements that can help build customer to agent rapport. When you make such commitment to customers, make sure that you keep your words as it helps to establish trust between the company and the customer. It also shows that you are personalizing the matter and making the customer feel special. A great example of an empathetic paragraph using some of these could be: Thanks so much for reaching out about this—I’m sorry to hear that you’re having trouble. First impressions are important! Let’s get down to the bottom of what’s going on here. … A healthy level of detachment (empathy, not apathy!) Hi [Customer name], Hope all is well! When you use such statements, customers set expectations that you are putting effort to fix the issue faster. Always appreciate and thank them for spending time to share their feedback with you. Have we discussed everything that you wanted?”, 30. Keeping the promise helps in building long standing relationships. “I am sorry you are going through this.”, Customers feel comfortable when they find you genuinely listening to their problems and appreciate your, 3. 5 Contact: Singapore: (+65) 3159 1103, UK: (+44) 1217 900471, USA: (+1) 7472 19 2143. When it comes to handling stressful situations, properly using words and phrases can go a long way in creating a positive service experience. Customer service is both a type of job and a set of job skills. For example, a Software Advice survey tested various customer service scenarios on respondents, comparing a formal tone to a casual one. The reality is that there is no script for empathy. So, let’s first define compassion, so we can better understand the question of: what does empathy mean? Now, doesn’t that sound nice? She had great empathy with people. When you use such empathy statements for customer service, it shows that you are taking control of the situation, which allows the customer to feel as if the problem has been handed over to the agents. And that’s how there is an increase in customer lifetime value (CLTV) and loyalty towards your business. Here are a few example sentences you can use to put your customer at ease: “I don’t have a solution for that right now, but I am able to reproduce the issue that you’re describing—it’s not just you! In customer service, empathy is the ability to have a human interaction with a customer. Listening to the entire story and concluding that the customer is a strong person sounds encouraging. Compassion is a sympathetic concern for others, particularly when they’re suffering, or in pain.It’s also associated with a feeling of wanting to help or lend a hand to those in trouble. Positive customer service phrases can enhance customer engagement, drive up satisfaction, and reduce customer churn rate. Empathy is expressing feeling – does that come through in your script? Empathy is putting yourself in the other guy's shoes. “We value customers who provide their feedback. Words are incredibly powerful for handling clients’ conversations as businesses often can truly either make or break customer service experiences. One of the key aspects of customer service is following up with customers. When customers reach out to you they look for concrete information or effective solutions. But what they provide is the best empathetic words in all the points of interaction to deliver a positive experience. By using good emphatic statements, you can tackle difficult or angry customers. For example: using “I” instead of “We,” specifically for this segment of your email. “We are grateful for sharing your opinions with us. That’s not quite right. Here are a few phrases that your team can sprinkle throughout your support interactions to align with your customers and make sure they feel heard – the key to showing empathy in customer service conversations: Let’s imagine that you wanted to include your alignment phrases right after your opening paragraphs. According to the Empathy Index, “Empathy is more important to a successful business than it has ever been, correlating to growth, productivity, and earnings per employee.”. It’s less about what you say and more about showing up and listening well. I do not deny empathy’s role in business relationships — the hype around growing empathy in customer service is well-deserved. The following statements can be part of your empathy training for customer service, enhancing the relationship with customers and showing them you truly care about their needs: I understand how frustrating it must be to wait this long for your order. “If I am understanding correctly…”. To put it in layman’s terms: when you’re nice to a customer and make a kind, empathetic first impression, they’ll continue to perceive you as a kind, empathetic team. Customer service agents must practice active listening to understand the entire customer journey. The best way to connect with someone is not by talking, but by listening. Learn More. If you interact with customers in your line of work, it's essential that you make them feel like you care about their concerns. Describing the process of sharing the feedback across the right team and departments show your well defined process in handling customer concerns. The following examples of empathy statements will connect you to and reassure your customer: 6. They want validation that what they are going through is really very difficult. 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