10 Errors to Avoid in Empathy Statements for Customer Service and What to Say Instead

TL;DR.

This blog identifies ten unempathetic customer service statements and provides actionable solutions, emphasizing the importance of empathy in customer service.

Unempathetic Statements: The article highlights ten phrases, such as "It's not my department," "Calm down," and "I can't help you," that often frustrate customers and damage satisfaction.

Solutions Provided: For each unempathetic response, the blog suggests alternative phrases to create a more positive interaction. For example, replacing "I can't do that" with "Here's what I can do for you" encourages a solution-focused approach, promoting empathy in customer service.

Best Practices for Empathy in Customer Service: The blog outlines seven best practices to improve empathy, including active listening, expressing genuine understanding, and ensuring empathy is consistent across all communication channels.

AI Support:
AI platforms like Convin help improve empathy in customer service by providing real-time feedback and coaching. The AI audits interactions, suggests more empathetic responses, and offers personalized training exercises to help agents enhance their empathy over time.

Ever felt the sting of frustration when dealing with customer service?

Navigating through a maze of impersonal responses and missed opportunities for empathy. We've all been there.

But fret not, we’ll explore such customer service statements to be avoided and find alternative approaches.

Let’s learn how a shift in language can turn irate customers into delighted patrons.

So, let's transform the dialogues in customer service and make every interaction a positive and empathetic experience.

Before we start off, keep this empathy statements checklist handy.

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10 Customer Service Phrases to Avoid and Empathy Statements to Use Instead

Imagine if there was an award show for the most uncomfortable empathy fails in customer service. Who would take home the trophy? Let's meet the nominees:

1. "It's Not My Department" Dave

A regular nominee, Dave is well-known for never venturing beyond his department's boundaries. When a customer inquired about a related issue, Dave swiftly replied, "Sorry, that's not my department. You'll have to call someone else." The result? Customer frustration.

The Solution

Instead of passing the buck, Dave could have offered to assist the customer in finding the right department or person. Transferring the call is fine, but guiding the customer or making the transfer for them is more empathetic.

2. "You'll Have to Hold" Michelle

The timeless classic, "Please hold," has a knack for making customers feel unimportant and dismissed. It's like saying, "I have better things to do right now."

Instead of simply saying, "Please hold," try offering alternatives.

For example, you could say, "I understand your time is valuable. Would it be helpful if I scheduled a callback or pointed you toward some self-help resources while you wait?"

These alternatives are examples of empathetic statements that show you care about the customer’s time and needs.

Reduce long wait times and make customer’s time feel valued.

3. "I Can't Do That" Sarah

Sarah, another frequent nominee, is known for her penchant for saying, "I can't do that."

Unfortunately, customers aren’t interested in hearing about limitations; they seek solutions and understanding.

The Solution

Instead of focusing on what can’t be done, try saying, "Here’s what I can do for you."

This type of response is an example of customer service empathy statements that focus on helping the customer and offering a path forward.

By shifting the focus to what can be done and offering alternatives, or escalating to someone who can assist, you ensure the customer feels supported and valued.

4. "It's in the Policy" Patty

A reigning champion, Patty is the go-to person for "It's in the policy." When customers request an exception, she confidently drops the policy bomb, leaving customers feeling defeated.

The Solution

While policies are important, they shouldn't be used to shut down the conversation. Instead, Patty could say something like, "I understand how disappointing this is," to acknowledge the customer's frustration. Hearing such heartfelt example of empathy from sales agents helps create a more positive experience, making the customer feel understood, valued, and more likely to return.

5. "I Don't Know" Ivan

Ivan, a perpetual nominee, frequently resorts to saying, "I don't know." While it's acceptable not to have all the answers, leaving customers hanging is not. This results in an angry customer with a negative customer experience.

The Solution

Instead of admitting ignorance and leaving it at that, Ivan could show empathy by offering to research the issue or direct the customer to someone who may have the answers. This would help resolve the situation while ensuring the customer feels valued and heard.

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6. "Calm Down" Carol

Carol's empathetic phrase of choice is "Calm down." Unfortunately, this often has the opposite effect, like waving a red flag at a bull.

The Solution

Instead of using "Calm down," Carol could use more reassuring and empathetic statements, such as, "I understand this situation can be frustrating; let's work together to find a solution."

This is an example of empathy in action, helping to de-escalate the situation while making the customer feel heard and understood.

7. "You're the First One to Complain" Ralph

Ralph's approach falls short of empathy when he tells customers, "You're the first one to complain about this." This response can unintentionally minimize the customer's concern.

The Solution

Rather than downplaying the issue, Ralph could acknowledge the customer's feedback by saying, "Thank you for bringing this to my attention," and then focus on working toward a resolution.

This shift in approach shows respect for the customer's experience and fosters a more positive interaction.

When learning how to empathize with customers over the phone, it's important to recognize their feelings and offer solutions that make them feel heard and valued.

Did you know AI feedback can eliminate such blunders? Talk to an expert.

8. The "Empathy Void" Vicky

Nothing can deflate a customer's confidence faster than encountering the "Empathy Void" Vicky. When faced with a customer's distress over a significant issue like data loss, responding with a casual "It happens" can feel like a cold splash of water.

The Solution

Vicky can turn this empathy misstep around by responding more thoughtfully: "I understand how frustrating losing data can be.

Let's work together to find a solution and recover your data." This compassionate and proactive approach reassures the customer, making them feel supported while opening the door to a collaborative resolution. 

Mastering empathy in the call center is essential for creating positive customer experiences and turning frustration into satisfaction.

9. "You Should Be Grateful" Gina

Gina thinks customers should count their blessings. Her empathy fails: "You should be grateful it's not worse." No one likes to be guilt-tripped.

The Solution

Instead of making customers feel guilty, Gina could empathize with their concerns and reassure them that their feedback is valuable for improvement.

10. "I Can't Help You" Ian

Ian's straightforward approach of saying, "I can't help you," leaves customers feeling abandoned and frustrated.

The Solution

Instead of a dead end, Ian could acknowledge the issue and explain that he will do his best to find a solution or connect the customer with someone who can assist.

7 Best Practices for Using Empathy Statements for Customer Service Effectively

Empathy in customer service is more than just a skill—it’s a mindset that fosters stronger customer relationships, enhances your brand's reputation, and improves overall customer satisfaction.

By embracing these seven best practices, you’ll create a customer service approach that not only resolves issues efficiently but also makes frustrated or upset customers feel heard, valued, and understood.

1. Active Listening and Patience

Active listening is the foundation of empathy in customer service. When a customer brings up an issue, take the time to listen carefully and without interruption. Patience is essential—some customers may need extra time to articulate their feelings. By giving them this space, you demonstrate that their concerns are important to you.

2. Express Genuine Understanding‍

‍Listening is not enough on its own; you must also convey that you truly understand the customer’s emotions and perspective. Use empathy statements in customer service to acknowledge their feelings, such as “I can understand why you’re frustrated” or “I see how much this matters to you.” This shows that you’re tuned in to their needs and emotions. These examples of empathy demonstrate that you're truly engaged.

3. Offer Solutions, Not Roadblocks

While acknowledging feelings is vital, providing a clear path forward is equally important. Instead of saying, “I can’t help with that,” focus on what you can do or offer alternatives. By presenting solutions or next steps, you show your commitment to resolving the issue and helping the customer. This is an example of empathy that moves the conversation forward.

4. Empathetic Tone and Body Language

Empathy in a call center extends beyond words. Pay attention to your tone of voice to ensure it remains calm, friendly, and understanding. If communicating in person, maintain open body language and eye contact to show full engagement in the conversation. Non-verbal cues reinforce the empathic response example you’re expressing verbally.

5. Continuous Learning and Improvement

Customer service is constantly evolving, and to maintain a high level of empathy, ongoing learning is essential. Encourage your customer service team to engage in regular empathy training and share their experiences. Use customer feedback as a valuable resource for identifying areas for improvement and refining your empathy statements for customer service.

6. Consistency Across All Channels

Consistency is key to building customer trust. Whether customers reach out via phone, email, chat, or in-person, ensure that your approach to empathy remains consistent. Every customer should feel the same level of care and understanding, no matter the communication channel they choose. This consistency is important for positive scripting customer service empathy statements.

7. Customer-Centric Culture

A culture of empathy begins at the top. It’s vital that leadership, from top executives to frontline staff, understands the importance of assurance statements in customer service and how to empathize with customers. By embedding empathy into your company’s core values and decision-making processes, you can cultivate a customer-centric culture where an example of empathy becomes second nature in every customer interaction.

How Convin Helps Agents Use Empathy Statements for Customer Service

Convin’s AI-powered features can guide agents in delivering empathetic responses, resulting in better customer service experiences and higher satisfaction. Here’s how our platform helps agents master empathy statements in customer service and improve their communication skills.

Let’s understand them one-by-one.

1. AI Audit And Feedback

Convin’s AI Audit and Feedback feature helps agents identify where they could have shown more empathy during customer interactions. The AI analyzes conversations and provides constructive feedback, suggesting specific examples of empathy that the agent could have used to improve the interaction.. This helps agents improve their empathetic responses by identifying opportunities to better connect with the customers.

For instance, if an agent didn’t express enough empathy for a frustrated customer,The AI highlights areas where agents can use assurance statements in customer service to provide more support to empathize with the customers.

2. Real-Time Coaching

Convin’s real-time coaching feature assists agents during live interactions by offering empathic response examples on the spot. The AI detects moments when an agent could use a more empathetic approach and provides immediate suggestions.

For example, an empathetic response could be, “I understand how frustrating that must be for you,” which acknowledges the customer's feelings and builds rapport.

3. AI Feedback Post-Interactions

Convin's AI feedback post-interactions feature provides detailed feedback on the agent’s performance, focusing on how effectively they used empathy in customer service. This helps agents identify areas for improvement and enhance their approach over time.

For example, the AI might provide a summary of the agent's interactions, highlighting areas where they were empathetic and areas where they could have improved.

4. Automated Coaching

Convin’s automated coaching delivers personalized exercises to help agents improve empathy in customer service. Based on individual performance, these exercises provide targeted training, focusing on key skills like using empathy in customer service effectively or improving empathic response examples in real-world situations.

For example, the AI might suggest a training module that focuses on using assurance statements in customer service when addressing customer frustrations.

Conquering Empathy Statements For Customer Service

The way we speak to customers can have a profound impact. 

A simple shift in language can turn a tense situation into a positive experience. In our "Empathy Fail" Hall of Fame, we highlight what not to say, but we also offer plenty of solutions for improving empathy in customer interactions.

By focusing on our examples of empathy responses, embracing active listening, and offering constructive solutions, agents can turn negative interactions into positive ones. Remember, it’s not just about apologizing—it’s about understanding, acknowledging, and resolving. Incorporating empathetic statements into conversations will lead to a customer-centric approach that fosters trust and satisfaction.

Convin is here to help you transform your customer service interactions into meaningful, empathetic experiences. Ready to see how we can help you deliver better customer service with empathy? 

Ready to Enhance Your Team's Empathy? Contact Us for a Demo!

Frequently Asked Questions

1. What are personal empathy statements for customer service?
Personal empathy statements convey understanding and care for a customer’s situation. They reflect emotional awareness and can include phrases like, “I can see why this is important to you,” or “I understand how frustrating this must be.”

2. What is an example of empathy in a customer service conversation?
An example of empathy in a customer service conversation could be an agent responding with, “I understand how disappointing this must be for you, and I’m committed to helping resolve this issue as quickly as possible.” This shows the customer that their feelings are acknowledged.

3. How can I empathize with customers over the phone?
To empathize with customers over the phone, use warm and reassuring language, such as “I understand how this situation is affecting you, and we’ll work through this together.” Listening actively and offering sincere responses can go a long way in making the customer feel heard.

4. How can empathy help in a call center?
In a call center, empathy is essential for building strong customer relationships. Agents who understand and relate to the customer’s emotions can diffuse frustration and foster positive outcomes. Empathy in a call center ensures that every interaction is more meaningful and supportive.

5. What are assurance statements in customer service?
Assurance statements in customer service provide the customer with confidence that their concerns will be addressed. Phrases like “We will get this sorted for you,” or “Rest assured, we’ll take care of everything,” convey reassurance and reliability during service interactions.