Empathy Statements for customer service

Empathy Statements for customer service or call centres

Empathy Statements to use in customer service

When you are working in a call centre role or any customer service job having a few empathy statements in your tool kit can make your life a lot easier.

The reality is that with any job that involves interacting with customers, it’s inevitable that at times you will be dealing with customers who may not have had the desired customer experience your company had set out to achieve.

We already provided you with some great tips on how to manage an angry customer and in this article, we’re going to give you another weapon to add to your armoury – empathy statements which can be used to calm down or diffuse an upset customer.

Knowing the right words to say, and when to say them, can make all the difference in how the customer responds to the situation.

It’s a bit cliche, but putting yourself in the customer’s shoes is still one of the best approaches you can take.

Done correctly, and said with genuine care, these empathy statements below will ensure you convey the right message:

Empathy Statements to use for customer service/contact centre work:

1. I’m truly sorry to hear about your experience.

2. I understand how frustrating that must have been.

3. I would feel the same way if that happened to me.

4. I’m sorry you are having this problem.

5. I realise how complicated we’ve made things for you.

5. I appreciate your patience in this matter.

6. I understand that this has been inconvenient for you and how annoying that must be.

7. I realise how upsetting this must be for you.

8. Thanks for bringing that to attention, it’s just not good enough on our behalf.

9. That would frustrate me too.

10. I would be asking exactly the same questions as you are.

11. If I were in your position, I would feel the same way.

12 I know how confusing that must have been.

13. I’m sure there is something else you’d rather be doing so thanks for being patient with me.

Just remember that when using these statements you need to be genuine!

Imagine a robot saying those words – if you were on the receiving end of someone just going through the motions and reading those empathy statements without any feeling or care it can have the potential to inflame the situation further.

But said with warmth and care, these statements will do wonders for calming down angry customers!

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Justin Tippett
About Justin Tippett 74 Articles

Justin is the founder of CX Central and one of the leading authorities on Contact Centres and Customer Experience in Australia.


As well as CX Central, Justin manages CX Skills, the leading source of specialist customer experience and contact centre courses in Asia Pacific. He was named as one of the Top 25 Global CX Influencers in 2019.


He is also responsible for the memes on the Call Centre Legends page followed by over 30k people 😮


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