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What Should be Included in Empathy Statements?
What Should be Included in Empathy Statements?
Personal Pronouns:
The words “I” and “you” are essential in empathy statements for irate customers, as well as other types of challenging customers, as will be highlighted later.
Active Verbs:
Compare: “This will be resolved by our team” with: “I will ask our team to resolve this.”
The first version is anonymous, lacking personality, and has no underlying responsibility, whilst the second makes you believe that there is a real person actively working to fix an issue, and who might physically chase the team until it is done.
Authenticity:
Be genuine, honest, and be yourself. It is more important to be natural, calm, and positive than to get the exact phrasing correct.
Empathy statements are very important for life and for our interactions!
Empathy statements are short phrases that help you establish a connection with the person you are talking to. They show that the other person is your sole focus and that you are taking personal responsibility for them in this conversation.
Let's check some examples...
“I want to make sure that I really have an understanding of what you’re telling me. I’m hearing that…”
“We will help you get this issue resolved”
“You’re absolutely correct, Sir/Madam”
“What I’m currently doing to help you is…”
“Do let us know if you have any further questions, Mr. Smith”
“Your satisfaction means everything to us. Have we covered everything that you wanted to discuss today?”
“I’m sorry you’ve had to deal with this…”
“I’m sorry you’ve had to deal with this…”
“Thank you for getting in touch about this”
“Thank you for getting in touch about this”
“I want to make sure that I really have an understanding of what you’re telling me. I’m hearing that…”
“Thank you very much for alerting us about this…”
“What I’m currently doing to help you is…”
“Is there anything else that I can help you with today, Mr Smith?”
''Let me do my best to help you out with your request''
''I will help you with your request, thank you for your patience''
Soft Skills!
Language barriers
Hold protocol
Dead Air
Ghost call Procedure
Are you or your cusotmer having trouble understanding a letter(s) over the phone? Use the Phonetic Alphabet to spell out words and improve communication with your customer.
Take a look at these trigger words... This can make or break the relationship with the customer!
Let's try this!!!
Remember that if you have any questions about this you can contact directly with QA!
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