Empathy in Customer Service: 15 Powerful Phrases to Build Customer Trust

I am sorry that happened

One of the best customer service empathy ideas is to say that you're sorry the issue arose. And of course, you want to double down with this, showing that you will do everything in your power to fix it. The more you do so, the better, and it will only lead to a better experience in the end. With that approach, everything will be great.

I'm here to help

People come to customer service because they encounter an issue. So obviously what they want to hear is any type of reassuring statements. Saying you are there to help will always be great, because it shows you care and you are doing whatever you can to handle the situation.

We take concerns seriously

Doubling down on how important every customer is for you is one of those things that matter quite a lot. And that's the thing, you always want to take any concerns seriously. Because a lot of the time, if a person is unhappy, they will not come back. And if that's the case, you will end up losing the client. That can definitely be a major challenge and downside, so you really have to figure out how to address it.

That's a valid concern

It's a great empathetic statement that shows you care and truly want to assist as much as possible. The reality is that you want to showcase validity in the case of your customers and what they think. And then you can find ways to tackle their problems, while keeping a true focus on results and value.

That sounds extremely challenging

Again, phrases of empathy will help eliminate any struggle and nerves that people have when dealing with a customer support person. A lot of the time, those issues can be solved, and it's up to you to make the right approach. If you learn how to adapt to the situation, it will be great, and it will allow you to remove downsides and possible issues.

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It's my problem now as well, and I'll fix it asap

A great sense of urgency and showing you are doing as much as you can to deal with this problem is what you want to pursue. And the reality in these situations is that you want to show it's just as much your issue as it is theirs. If you do that, you defuse any threats, and you are actively showing the person that there are many struggles to deal with. In the end, understanding that process is very important, and it will help relay your ideas that might help solve the situation at hand.

Our apologies for any inconvenience

Obviously, every issue is inconvenient, and you do want to narrow down the best ways to deal with that. Apologizing is a great first step, and it will only make things better. That's the truth here, you truly want to make sure that the user understands you are sorry, and you are trying to find ways to fix this problem. While it might not be the easiest thing to do, it will surely become great in the long term, especially if you approach it correctly. And that alone can be a very powerful solution in the end.

What you said makes total sense

Yes, you want to always ensure that you acknowledge the problem and you say the customer was right. Because as we know, the customer is always right in the sales world. Even if sometimes they might be wrong. Adapting and understanding the situation, but also offering a solution is what will help streamline everything. Even a few empathizing phrases can do you well, especially if the customer in question is more on the problematic side.

Thanks for reaching out about this

As you can see from these empathetic response examples, you do want to acknowledge the challenge and showcase that yes, reaching out is always the best approach and it will help make the situation better. In the end, that's the point you want to focus on, and it will help ensure that you are still appreciative, while removing any downsides or misunderstanding that could arise from the issue showcased by the customer.

I understand how you feel

While it can be hard to share these empathy words, they are crucial because you need to show the customer you are indeed understanding what they are going through. Sometimes you might, other times less so. But you have to figure out ways to maintain that connection and ensure it stays very powerful in the long term. Once you start doing that, it will make the process a whole lot better. You have a baseline connection with the customer already, and you do end up in their shoes. That alone is a game-changing approach for sure.

I am always happy to help

That signifies you want to assist regardless of the situation or hour. Obviously, companies need to share these empathy statements in customer service, because it shows their support focus and customer-first approach. Not every company will have that methodology, and that's a fact. But it most definitely shows that you are not like any other business out there, and you truly care about customers.

I really appreciate your patience

There will be times when stuff takes quite a bit to be resolved. And while some people are patient, others are not. What you can do is to thank the person for their patience and let them know you are on it. But it will take a while until everything is solved.

I will speak with the team and get this solved fast

For some CS situations, you will end up dealing with problems where you can't really solve everything on your own. And if that's the case, you want to acknowledge to the customer that the team handling these things will take care of it asap. In fact, you can also say that there will be an update from that team when possible.

I am able to reproduce this, it's not just you

You can also try to reproduce the situation that the buyer encountered, to see if it's something isolated or common. If you can reproduce that, then you need to talk with the team that could solve the issue. And in the meantime, you want to tell the customer that yes, it's not something happening just to them, you also reproduced it as well. That will give them more confidence the issue will be fixed.