Empathy Statements

Empathy statements are meant to placate the customer and show that you understand their frustration.

You may not understand why a customer is angry, but listen to them.

“It must have been a bummer to find out the product didn’t work.”

Here’s how to present an effective empathetic statement. State the emotion and identify where it came from (for example, “I am angry because of the delay at customs”). Avoid more general statements like “I understand what you are going through.”