Empathy statements for customer support

Empathy statements: definite or clear expressions of your ability to understand and share the feelings of another person, in speech or in writing.

In a customer support interaction, it’s not always easy to convey empathy or understanding of a customer’s situation.

Sometimes trying to show understanding can come across as pity. Other times your responses sound robotic. Neither makes for the empathetic support that 40% of customers want more of when interacting with businesses.

Enter empathy statements. Empathy statements are your way of conveying to a customer that you understand the concerns, issues and feelings they’re coming to you with. They demonstrate that you’re invested in solving the problem, answering their questions, and giving them a great experience.

By using empathy statements, you build trust in each customer and add the human touch to your digital service.