How are empathy statements used in customer service?

Answer 1

Answer:

I understand your concern

I regret for what had happened to you

I am sorry for the inconvenience

I appreciate your patience on this

Another Answer:

These are the textbook terms, but I warn anyone who wishes to do well in customer service, these are also the type of niceties that make me, as an irate customer, even more irate. I've spent close to thirty years in different customer service roles and learned a bit; I've also spent over fifty years as a customer.

The customer is always right, even when they're not. Even when the mistake is not yours (your company's), the customer feels what they feel, which is right for them. So you need to acknowledge that fact:

• Yes, I can see how this would upset you...
• Yes, I understand how upsetting this is for you...

The customer doesn't care about your history of good service, the quality of your product or service, and most of all, they don't wasn't to hear how happy all of your other customer's are (that's another way of telling them that they're wrong); the customer wants you to care that they are upset because this went wrong for them:

• We want to know how our product (or service) can meet your needs...
• We need to know your expectations of... so we can meet those expectations...

Explain briefly what your product or service can do and, especially if their expectations were something more or different, how you will follow through. Using positive, polite, straightforward language give them one or more options that you can offer:

• Thank you for bringing to our attention that additional training of some service associates may be necessary. Please accept our apologies and our special discount coupon for your next purchase...
• Since our service is designed to provide..., we can't hope to provide what you're expecting... So please accept our apologies and... (never end a customer service encounter with just a "sorry", the customer will feel that you are pretty sorry).

When taking courses on customer relations, use the platitudes that the person assigning the work is expecting, like the first answer. But never, never use them on actual customers. Finding the right words for each type of situation takes some learning, each one is individual based on the customer, their expectations, and what it is you do provide. You often have to think on your feet when you're tired. Keeping the rules that I've outlined in mind can be a guide; never tell the customer that they're wrong, thank them for bringing the situation to your attention, and explain as clearly as possible what you can or will do, never, never end the encounter being sorry. Always end with a positive statement.