7 Phrases That Convey Empathy to Customers

One of the skills we practice in my onsite customer service workshops is how to acknowledge customer concern. That is, how to make the customer feel heard, respected and understood when they voice a problem or complaint.  Here are some of the exact phrases I share in my training sessions:

7 Phrases That Convey Empathy to Customers 








We have the 7 Phrases for Conveying Empathy in this 1-minute video that you can easily share with your employees!

So often when a customer voices a complaint, we go right into information gathering. We ask the customer for her name, date code, invoice number, date of purchase, and perhaps a half dozen other questions. The problem with this approach is it sounds like an interview or worse, an interrogation. You can improve the customer experience by taking a few seconds to build rapport by just expressing genuine empathy.

Before jumping into problem-solving and before asking any questions, take a moment to acknowledge concern through genuine compassion. When you do, you’ll put the customer at ease, establish rapport and improve the perception of your personal customer experience.

Here’s a short video I created to explain more fully what I mean by acknowledging customer concern. It’s important to acknowledge concern when you’re trying to convey empathy and also when you’re dealing with unhappy customers.

Watch this video. Share it with your employees.

In part 2 of this video, I give phrases that help your employees acknowledge concern.

I hope I don’t overload you with videos. Last one.

In this video, I talk about the best approach I have come across for getting employees to convey empathy. This idea came from a client of mine. Watch this.

For help in how to talk to customers, especially when it comes to conveying empathy, check out:

5 Ideas to Improve the Way Your Employees Talk to Customers – Use these free 5 tips (plus videos) to hold a 5-minute training session to help your employees sound friendlier and “warmer” in face-to-face interactions and over the telephone

Customer Service eLearning– 10 courses to improve the way your employees convey empathy.

Learn more about this customer service eLearning, with a focus on empathy, by going here.

Telephone Call Flow Strategy – Free 9-point guide (also with videos) to improve your phone customer experience


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Myra is a favorite training partner to Fortune 500 companies with her customized, engaging, behavior-changing (and fun) customer service workshops, working with McDonald’s, Coca-Cola, Frito-Lay, Michelin, Vera Bradley and other brands.

14 thoughts on “7 Phrases That Convey Empathy to Customers

  1. “I hate that you had to make this call today.”
    Please note that it is important to emphasize the position the customer has been put in and reflect that the call did need to be made. Leave no room for misinterpretation, i.e. -that you are disturbed or upset that you now have work to do.

    Just be careful with this one, it could easily be misunderstood to imply that you are now offended that they had to make a call to you.

  2. Thank you Myra. That was exactly what I was looking for and be certain I will print this out and make sure it is on the desk of each member of my team.

  3. You’re wonderful! Ive learned a lot esp from your videos. I hope you can make a video of how to build rapport with customers or clients because im having a hard time constructing such thing like that. Can you give me examples or/and advices on how to build rapport that will lessen their frustration. Thank you!

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