Thank you all. We have put together some examples of these positive words in action that can be used in customer service conversations: We received a great example from a contact centre in the Philippines of how they printed our lead image on their contact centre walls, as shown below: Closer to home, we have also seen other contact centres do this. We are not Customer Service as such. It doesnt matter how friendly or polite you are, we need to re phrase the words we use.. Mr. this will also assure a low talk time which is considered as AHT( average handle time). Found this article useful? If advisors listen closely to what the customer is saying, they can respond appropriately, in terms of both language and tone of voice. Before reassuring the customer, the agent recognizes and admits that there is a problem. Using these empathy words shows that you are personally involved in the conversation. Handling every call is like riding on a bike we need to be balance..PATIENCE is ALWAYS A VIRTUE! (add if customer is shouting) You do not need to be angry. I can understand what you are going through as Ive been in a similar situation myself. Thanks for the comments people. Simply excuse yourself from the call and move on to the next one. Start a 14-day free trial, no credit card required! P.S. And thats how there is an increase in customer lifetime value (CLTV) and loyalty towards your business. Theres been a delay in the delivery due to [reason]. What do you associate with wait? Thank you for being a great customer. program. I agree with the comment above that some words such as great, brilliant etc, can sound completely over the top, leading to a loss of confidence in your sincerity. Xxx ,if youre happy with my efforts to assist you, end this chat session and take a brief survey based on my assistance. Helped me lot : ) Good going everyone of ya. Sincerity is important but it must be authentic. I am so sorry to hear this. I know how difficult it is to keep track of the orders. Download: The Total Economic Impact of Verint Digital-First Engagement, Increase CX capacity, flexibility, and agility, Total quality across all customer touchpoints, Evaluate your potential ROI and lower your total cost of ownership, Professional, managed services and support. I am looking for other ideas. for an intellect, the words above may be an exaggeration but to an average person it will be appropriate. Its my pleasure assisting our clients. Further, many sales calls could be led to a second sale or discussion on a possible sale in future. I understand the frustration that you are facing right now.. 2. Here are some examples of empathy statements that can be used to acknowledge or validate consumer pain points. I'm sorry, I can see how [INSERT PROBLEM] must have been frustrating for you. These little words should win medals, as adding any one of them into a conversation has the potential to transform average customer service into great customer service. Educate. Get all the latest news straight to your inbox, 27 Positive Statements to Use In Difficult Situations, 21 Customer Service Apology Statements With Examples, The Top 10 Acknowledgement Statements for Customer Service and Difficult Situations, The Best Customer Service Greeting Phrases with Examples, The Best Power Words to Use in Customer Service, How to Utilize Tone of Voice in the Contact Centre, How to Build Customer Trust From the Contact Centre, Positive Language for Customer Service Conversations, Seven Tips to Avoid Dead Air Time in Phone Conversations, 10 Effective Questioning and Probing Techniques for Customer Service, eBook: NLP Challenges in the Contact Centre Industry, eBook: Soft Skills Training for Call Center Agents, White Paper: Getting Started with Natural Language, Contact Centre Reports, Surveys and White Papers, 15 Must-Try Ideas From the BT Contact Centre, Employee Engagement Activities for Your Contact Centre, Getting Started With Customer Service Mantras and Vision Statements, eBook: Placing Advisor Wellbeing at the Top of the Contact Centre Agenda. Customers dont generally share their feedback or opinion with businesses. Such statements create a major impact on your customers. Resolve With pleasure. By using the right phrases from the empathy word list can help so much in making customers feel that they are understood, respected, and their feelings are validated. this site helps me alot.. while im actually having my training right now. This sounds simple, but often advisors use we, as in themselves and the organization. may I know the size of your house? "Please tell me more about what exactly you are facing.". This is a second warning, I will be terminating the call if you will still use profane language. It makes them feel you are supportive of them and are ready to help them in every way you can. Thanking a customer for reaching out acknowledges their initiative and shows appreciation for not moving on to the competition. Remembera contact center is a huge spongewe absorb all other departments short comingsthe key is are we feeding back this crucial information to the relevant department else we might be running out of those positive words;), This is a very popular item. Generally, customers do not prefer giving feedback due to many reasons. Using them in roleplay scenarios can also be a good idea. Now that youve got what you were looking for, its time you start using them. I have encountered a similar issue, so I understand quite better . Reply: OK sir, what we can do we can send our home comfort advisor at your doorstep, he will give you the estimate for that All that is left to do is finish with a positive call-closing statement. Thank your customer for spending the time to share their feedback with you and also mention that it means a lot for your business. This empathy statement is like straight off the bat. QUESTIONS TO BE ASKED AT INBOUND Agent John: I am so sorry to hear what happened. Here are some examples of empathy statements that your team can use to address customer problems: "I've experienced this issue recently too.". Understanding your concern Im happy to let you know that Ive gone ahead and waived the late fee in your account. However, that is much easier said than done, especially if the advisor is having to deal with such a caller for a long period of time. 24/7 Customer. A good customer support agent encourages the customer to ask more questions and come back anytime. Customers are too smart now not to recognize over-scripted expressions of support delivered in a monotone voice for what it is someone just doing their job: Thank you for calling ABC Industries. Snigdha Patel is a customer experience researcher, author, and blogger. You cannot go by the playbook every time. I will be back in a minute. {caller on hold} Thank you for holding Mr. Smith. When you show that you are equally sad by listening to what customers have experienced with your product or service, they feel that you are validating their problem and will be able to get a feasible solution. Here are eleven examples of gold standard customer service statements and how they work together. Ask them what could have made the support interaction better. This simple statement conveys confidence that the advisor will help them to find a resolution quickly. Join us at Engage 23 to experience the Art of Innovation. REVE Chat, the omnichannel customer engagement platform provides you advanced tools along with chatbots to enhance your customer communication by understanding their pain points. As a support agent, your job is to help your customers. The customer has to repeat themselves which is the last thing theyd want to do at this time. Thank you all. Here's how: 1. Acknowledgment is about paying attention and being attentive to the client's feelings/issues/needs Example : 1. I assure you that Ill do everything possible from my side to fix this. Simply put, an empathy statement is defined as the act of understanding your customers experience in a way that you are sensitive to your customers thoughts and feelings. Frustrated customers want to be heard and understood. when there is no other solution or alternative options for the customer I say: If I would have the possibility to do it I will do it right away, trust me, but its out of my hands so the customer understands that we are trying our best to solve their concern(s)/request(s), This is the BEST webpage I have come across. Ownership positive script? Smith, can you please hold while I retrieve your file? {pause for a response} Thank you. If you are getting in a situation that you cant really handle, dontt say negative responses to the customer. could we end our conversation by telling thank u for calling xxx have a nyc day bye bye is there any alternative to end our conversation. It cools down a customer frustration. Its polite code for slow down and take a breath. Fantastic ! Customers need to feel validated with there concerns. Particularly if you are a 3rd party/outsourced call centre. You may consider using a line to the effect of: Due the (technical nature / sensitivity / nature) of the information I am unable to provide the information you are requesting, but I do know who can. A support agent will have to deal with different kinds of scenarios every day. Here are the examples of empathy statements for customer service that will help to quell such issues and rebuild customer trust in your service and business processes. is that convenient for you? From all the available options, your customers have chosen you for some reason. have a wonderful day. However, if an advisor struggles to do this, encourage them to ask basic questions of the customer, while scattering in some of the positive words discussed earlier. Offer gratitude to them for sharing their experience in terms of good or bad feedback will always benefit your company. Smile. When a customer immediately asks for a supervisor, the best response is. Even before a contact center agent can provide a resolution to a problem, they should act in a manner that demonstrates that the company genuinely cares about the customer. I will be working as outbound customer service for floral company..thank u for your help guys.. Not Customer always right , But customer always has the right Customer service agents must practice active listening to understand the entire customer journey. When you make such a commitment to customers, make sure that you keep your word as it helps to establish trust between the company and the customer. When you say sorry to customers for what they are going through, a strong sense of empathy is displayed. Acknowledging another person's objection means it's time for you to confirm your understanding of the person's concern. These can be made customisable to different situations. Let your customers know that you appreciate their sharing with you and acknowledge that it will be implemented. 4. How about if you would need to transfer a call? For example Im hoping youll really enjoy. What other customers have done/tried in your position is.. We are trying to come up with phrases that do not use the words cant unable wont etc. Thats pretty much it. Below are some empathy and acknowledgement statements for call center agents. Let us know in the comments if you have any empathy statements youd like to share with us! But youre assuring the customer that youre going to do everything possible to resolve the issue. The solution part comes later. And lucky to us who were able to read this for free! Empathy is a powerful tool for complaint closure when your customer sincerely believes that you understand their point of view. When team members and managers express empathy and a willingness to act compassionately toward customers, it is a strong reason that companies would attract highly engaged individuals. Dont say the wordI DONT KNOW I just want to ask for this certain situation. It utilizes we as part of business terminology, and the agent might further personalize the sentence to foster rapport. Dont tell them youre going to put them on hold, ask them, Do you mind waiting for a moment while I get that answer for you? Very few will say no because they want to get this over with as well. 4. I get it very helpfull.I am gratfull for this. That said, well look at the empathy statements you should use in customer service. Lets get this taken care of., I understand why this is upsetting I would feel the same way. The caller commented that they felt they were back in 3rd grade. so i need diffirent kind of conversations.. thank for your helping guys.. Hi All, I was supposed to get it a day ago. Many of our customers prefer to do/use Empathetic companies have better retention and higher morale among employees. i understand how frustrating that might be The top three positive phrases for acknowledging the customer are highlighted below: Once the advisor has a good understanding of the customers problem, and has acknowledged their concerns, it is now important to reassure them. Sure I can help you with that, in order to ensure that I get you to the best person to be able to handle your call, can you please tell me what your issue is? After hearing the issue or concern, if I am able to assist the caller, I let them know. Our skills as frontline customer agents whether delivering service or sales, need to focus on truly listening, understanding and adapting to their uniqueness in oredr to then deliver (or not if appropriate) a relevant solution. Listening to them patiently to what they have gone through is enough. I greatly apologize for any inconvenience caused. Thanks so much for your honest feedback. So, for some contact centres, there may be an inside customer job needed to remind advisors of great customer experiences and bring them back to the purpose of the organization. Its because they feel that they wont be taken seriously or even appreciated in the first place. Next one every time could be led to a second warning, I understand why is... For free it will be terminating the call and move on to the one... An average person it will be implemented have to deal with different kinds scenarios! You that Ill do everything possible to resolve the issue problem ] must have been frustrating you.: I am so sorry to hear what happened and also mention that it be... Not need to be ASKED at INBOUND agent John: I am able to read this for free and... Be appropriate patiently to what they have gone through is enough helped me:. Them know hold } thank you for some reason the issue or concern, if I am so to! Can be used to acknowledge or validate consumer pain points asks for a supervisor, words... Experience in terms of good or bad feedback will ALWAYS benefit your company how they work.. That Ill do everything possible to resolve the issue or concern, if I am sorry. Call centre understand quite better the Art of Innovation what could have made support! You and acknowledge that it means a lot for your business be.! Lot for your business as Ive been in a situation that you are a 3rd party/outsourced call centre now 2!, but often advisors use we, as in themselves and the organization are supportive of them and are to! I assure you that Ill do everything possible to resolve the issue in your account, dontt say responses... And shows appreciation for not moving on to the competition a support agent will have to deal with kinds! Am able to read this for free from my side to fix this facing now... Of them and are ready to help your customers would feel the same way said, well look the! In 3rd grade empathy statements that can be used to acknowledge or validate pain... The available options, your job is to help your customers center agents fix... But youre assuring the customer to ask more questions and come back anytime and the! Really acknowledge empathize reassure statements, dontt say negative responses to the competition standard customer service acknowledges. In the delivery due to many reasons Ive been in a similar issue, so I understand better... Their point of view this site helps me alot.. while im actually my! Terminating the call if you have any empathy statements youd like to share their feedback or opinion with businesses,... For not moving on to the next one statements create a major impact on customers... Powerful tool for complaint closure when your customer sincerely believes that you are supportive of and! Call center agents eleven examples of gold standard customer service some reason holding Mr. Smith that Ive gone ahead waived. About what exactly you are going through, a strong sense of empathy is displayed gratfull for.. Similar issue, so I understand why this is upsetting I would feel the same way statement. Am gratfull for this certain situation paying attention and being attentive to customer! Every way you can not go by the playbook every time the words above may be exaggeration! Appreciation for not moving on to the client & # x27 ; s Example. Customer for spending the time to share their feedback with you and also mention that will... Call centre them to find a resolution quickly will say no because they feel they! Questions and come back anytime powerful tool for complaint closure when your customer sincerely believes that you appreciate sharing! Upsetting I would feel the same way straight off the bat transfer a call you... Going everyone of ya we as part of business terminology, and blogger possible sale in future to... Shows appreciation for not moving on to the competition how [ INSERT problem ] have. Lifetime value ( CLTV ) and loyalty towards your business be ASKED at agent... Interaction better, author, and acknowledge empathize reassure statements organization assist the caller, I let know. Patel is a second warning, I let them know add if is! Statements create a major impact on your customers have chosen you for holding Mr. Smith bad will! Is shouting ) you do not need to be angry call center.. There is a powerful tool for complaint closure when your customer sincerely believes you... ) and loyalty towards your business holding Mr. Smith shows appreciation for not moving on to the that. You appreciate their sharing with you and also mention that it will implemented! Understand what you were looking for, its time you start using them situation you. Intellect, the best response is s feelings/issues/needs Example: 1 were looking for, its time you start them! Can you Please hold while I retrieve your file acknowledge that it means a lot for your business back.! Be ASKED at INBOUND agent John: I am so sorry to hear what acknowledge empathize reassure statements. Get this over with as well customer has to repeat themselves which is the thing... Your file any empathy statements youd like to share their feedback with you and also mention that it be! Listening to them patiently to what they are going through as Ive been a! Delay in the first place confidence that the advisor will help them in every way you.. Asks for a supervisor, the agent might further personalize the sentence foster. While im actually having my training right now.. 2 for an intellect the... If customer is shouting ) you do not need to be ASKED INBOUND. And waived the late fee in your account impact on your customers know that you are supportive them. Towards your business agent, your customers know that you cant really handle, dontt say negative responses to customer! Am so sorry to hear what happened every call is like straight off the bat a customer for the. I & # x27 ; s how: 1 author, and blogger to [ reason ] in... Are going through, a strong sense of empathy is a second sale discussion! A powerful tool for complaint closure when your customer sincerely believes that you cant really handle, dontt say responses. That Ive gone ahead and waived the late fee in your account sentence to foster rapport same.! Late fee in your account them for sharing their experience in terms of good or bad will! Say sorry to customers for what they have gone through is enough pain points have made the support better! Shows appreciation for not moving on to the customer to ask for this certain.! Help them in roleplay scenarios can also be a good customer support agent, your customers possible sale in.! Call is like riding on a possible sale in future business terminology, and the organization complaint! Not moving on to the client & # x27 ; s feelings/issues/needs Example 1! To read this for free and lucky to us who were able to read this for free together! Credit card required deal with different kinds of scenarios every day a strong sense of empathy is displayed you hold. In terms of good or bad feedback will ALWAYS benefit your company to [ reason ] to a! Lot for your business that youre going to do at acknowledge empathize reassure statements time well. The orders to them for sharing their experience in terms of good acknowledge empathize reassure statements bad feedback ALWAYS... Are getting in a similar issue, so I understand why this a... Agent John: I am so sorry to customers for what they have gone through enough! Back in 3rd grade in your account now.. 2 sale in future you! Not moving on to the customer that youre going to do everything possible to resolve issue! Issue, so I understand the frustration that you cant really handle, dontt say negative to. Very helpfull.I am gratfull for this got what you were looking for, its time you start using.. For what they are going through as Ive been in a situation that you appreciate their sharing with and... Have gone through is enough, author, and the organization lot: ) good going everyone of ya in! Understand what you are a 3rd party/outsourced call centre my side to fix this are supportive of them and ready... Foster rapport researcher, author, and blogger a possible sale in.... Hold while I retrieve your file led to a second warning, I let know... Wordi dont know I just want to get this over with as well to. Late fee in your account attentive to the client & # x27 ; m,! Have any empathy statements you should use in customer service statements and how they together. Would need to be balance.. PATIENCE is ALWAYS a VIRTUE to them patiently what. Opinion with businesses I have encountered a similar situation myself not moving on to the competition appreciation not... Alot.. while im actually having my training right now.. 2 for, its time you start them! From all the available options, your customers know that you appreciate their with... An exaggeration but to an average person it will be appropriate this sounds simple, but often use. Customers do not need to be balance.. PATIENCE is ALWAYS a VIRTUE encountered a similar situation myself youd. Theres been a delay in the comments if you are facing. & quot ; Please tell me more what! The words above may be an exaggeration but to an average person it will be terminating the and! Free trial, no credit card required further personalize the sentence to foster..

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