paraphrasing examples customer service

Paraphrasing: Customer Service Success’ Secret Weapon

Paraphrasing establishes trust.

Paraphrasing lowers resolution time., paraphrasing creates goodwill..

Created by Sam Garner from the Noun Project

Don’t be this guy:

Customer: Hi, I am not able to login to my machine.

Engineer: Ok! No problem, I will reset your password.

Customer: What! I know my password, I am getting an error.

Engineer: Oh I am sorry ….

What went wrong? The customer is upset and the engineer has made a lasting impression, but not a good one. It’s now going take more work on the agent’s part to get that goodwill back than if they’d made a positive impression to begin with.

Here's what should have happened.

Engineer: I’m so sorry. Would you describe to me what happens when you try?

Customer: I enter my username and password, hit enter, and then I get an error message that says “file not found.”

Engineer: So you enter your username and password, but instead of logging you in, the system gives you a “file not found” dialog box?

Active listening and paraphrasing differentiate the first and second interactions. Here’s why paraphrasing or recapping is a best practice as well as THE thumb rule of customer service.

It’s imperative for us to establish trust with a customer within the first few minutes of our support interaction. Recapping or paraphrasing helps us do that.

Always remember, every time we interact with a customer we either make a trust deposit or a trust withdrawal . When you look at the benefits of paraphrasing, it’s obvious how it helps you make trust deposits:

Ensures you have received the communication just as the customer wanted

Allows them to correct misinterpreted information

Lets the customer know you understood their problem

Determines the further course of questioning

Focuses your attention on the customer’s perspective.

Unfortunately, I am seeing too many engineers jump to connect to a customer’s machine, then find their way towards the solution. It’s an understandable instinct for an engineer. You know how computers work, people are tricky. But the machine isn’t going to decide whether to buy your product again.

And it’s not the computer that fills out a satisfaction survey. Are you getting feedback saying that the engineer did not know the product or the engineer was trying trial and error on their machine when you know your engineers know your product and computers? That’s because they’re not actively listening.

Statistically, resolution time is inversely proportional to customer satisfaction . Resolving issues quickly makes customers happy.

Paraphrasing is one of the most important steps towards a speedy resolution.

One obvious point that’s frequently forgotten in the heat of the moment is that it’s easier to find a solution when you know what the problem is. Going back to the conversation at the beginning, if the agent had logged in to change the customer’s password, it would have wasted their time and frustrated the customer. We can’t resolve issues we don’t understand. Attempting to make a customer happy when you aren’t perfectly clear on why they’re not happy right now is a waste of time for both of you.

Sure, active listening can feel like a waste of time, especially when you think you know what the problem is. But, ironically, taking the time to listen well enough to paraphrase is step-one of the kind of listening that saves you and the customer time in the end.

Paraphrasing assures customers that they are being listened to and understood. A customer that feels this way has faith in you to solve their problems. Here’s the second way paraphrasing saves time: It makes customers more cooperative. People don’t like talking when they feel like they’re being ignored or misunderstood. But you need your customers to talk to you to understand and solve their problems. And people don’t like following instructions from people they don’t trust and don’t like. Creation goodwill saves time by making customers more compliant.

While we try our hand at recapping we need to understand that the voice and tone matters a lot. We need to sound attentive and interested. Our tone sends an unspoken message, which is why we need to be very careful and positive at all times. While we paraphrase we should send a signal that we are hearing everything the customer says and trying to understand. We need to be open to correction. This give a very good picture of you in customer’s mind enabling him to correct you without the fear of being judged or going unheard.

Active listening and paraphrasing take your customer service from ordinary to extraordinary. Paraphrasing establishes trust, lowers resolution time, and creates goodwill.

Do you include paraphrasing as a matter of course in your customer service interactions? Is it part of your agent training? Why or why not? Let us know in the comments!

Images by Abby Kahler

Was this article helpful?

About the author.

Ravi Verma is an experienced support delivery manager with more than 10 years of experience providing thorough and skillful consumer support to enterprise-level internal and external users.

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7 Powerful Customer Service Phrases to Use in 2023

Updated on 28 October 2022

We all recognize these oft-repeated customer service phrases from frontline staff members:

“Thank you for choosing us. Is there anything else I can help you with?”

Sometimes they may come off as fake or mechanic, especially if we hear the exact same phrase everywhere else.

Repeatable phrases do have their function, however. They bring consistency to customer service.

When you have a repertoire of helpful customer service phrases at your disposal, it can improve communication with clients.

In most cases, customers have plenty of choices in terms of who they want to do business with.

Therefore, you need to learn how to talk to your customers in order to satisfy their needs.

Here are  7 powerful customer service phrases  for you to use in 2023. If you have a powerful queing software in place, making a habbit of using these sentences will improve the customer satisfaction even more.

Bonus read: The most important features in a queuing system

7 insanely impactful customer service phrases

But first, why even use these customer service phrases? How powerful are they, anyway?

The language that you use can directly affect a customer’s purchasing decision and the impression your company leaves on customers.

82% of customers left a company because they had a bad customer service experience.

Don’t want to become a part of the statistics?

If not, then read on.

1. “I don’t know, but let me find out.”

The first in our list of impactful customer service phrases is all about reducing customer effort.

Simply telling a customer that you don’t know and suggesting that they contact someone else isn’t good enough.

Nothing is more upsetting than having to contact different people one after another, none of whom have the answer.

If you want to provide high-quality customer service, you have to be the one who contacts other people on your customer’s behalf and finds the answer.

2. “Thank you for bringing this to our attention.”

Not all companies are happy to receive a report of a flaw in their product or service.

That’s a wrong mentality.

In fact, the customer who reports the flaw is doing your company a favor by helping you with quality control.

After all, most customers wouldn’t make the effort.

The least your company can do in that situation is to show appreciation — by using this simple customer service phrase.

The observant customer is most likely not looking for anything more than recognition of their effort.

Being polite doesn’t really cost you anything.

3. “I certainly can check that for you.”

Using positive and confident language goes a long way.

Even if you’re uncertain about the outcome, it’s important that you at least appear encouraging.

The goal is to increase your customer’s confidence in your brand.

Show them that you’re a professional who gets things done.

4. “I apologize for the inconvenience.”

If a customer is frustrated, it’s crucial to  show empathy to the customer  and let them know that you understand their concerns.

Apologizing to an unhappy customer and acknowledging the mistake is a better approach than giving excuses.

Your goal is to:

Retain existing customers.

Make them into loyal brand advocates.

Some mistakes are beyond your control and can happen regardless of what you intended to do.

Even if you’re not the one who is responsible for the mistake, you can still feel sympathy for the way your customer feels.

The next step is to work on making things right.

5. “I will update you by [time].”

Some customers can be impatient and are constantly checking on the status of their requests.

One solution to these update requests is to keep the customer posted as often as possible.

You can also promise to let the customer know when they should expect to hear from you.

Even if you cannot promise to have the customer’s request solved, you can always promise an update.

Moreover, this simple phrase provides you with an opportunity to build trust.

You show your customers that you care about them and want to keep them satisfied.

6. “Happy to help.”

Some customer service phrases are so short, they can fit on a post-it note.

Adding positive power to your words is the simplest way to make your customers feel more valuable.

Not all customers will inform you that they’re not satisfied. Some will just silently take their business elsewhere.

Positive words can invite them to share their feelings and concerns.

7. “As much as I would love to help…”

There are situations where you simply cannot provide any help.

Whether your customer’s request is impossible or you don’t have the resources to make it happen, you need to let them know to manage their expectations.

Simply telling them “no” is too abrupt and blunt. If the customer has been polite, you need to extend the courtesy.

By using this last example in our list of helpful customer service phrases, you’re providing a kind but firm response.

Your customer will understand that your ability to help them is limited and will not fault you for failing to deliver.

We hope that you find our list of customer service phrases useful.

Perhaps you’re already using some of them, and hopefully, they’re helping you provide exceptional customer service.

If you want to read more about successful customer service, you can check our earlier post about  how to provide exceptional customer service .

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Paraphrasing

Paraphrasing in a call centre or customer service setting is restating a customer’s issue or question with new words or phrases while keeping the same meaning to demonstrate you understand what they are telling or asking you.

It is often used to demonstrate active listening skills , one of the most important tools in customer service.

Why paraphrase on the phone?

Phone conversations can be difficult, especially when addressing complex, sensitive, or emotional topics with customers.

As the conversations are being held over the phone, visual cues such as facial expressions, gestures, and eye contact are missing and research shows that approximately 60% of human communication is typically visual.

Add to this the background noises and distractions often encountered over the phone and it can also interfere with concentration and comprehension.

So when we lose 60% of our communication powers, we need to make sure the other 40% is on-point which is typically made up of tone and the words we use.

Paraphrasing is a useful tool to help overcome these issues and enhance your communication skills.

Paraphrasing allows you to confirm your understanding of the speaker’s message and feelings, demonstrating that you are listening attentively and respectfully as well as aiding in building rapport and trust with the speaker by acknowledging their feelings and expressing empathy.

An example of how to paraphrase on the phone

When paraphrasing on the phone, it is important to not simply repeat what the speaker said word for word.

Instead, use your own words to summarise, restate, or reflect on what the customer has said, while keeping the same meaning and tone. 

An example of this could be, “OK <insert name>, my understanding is that <we need to/you’re trying> to<information>, is that correct?”

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12 Real-Life Empathy Statements for Customer Service Teams

Customer service 13 MIN READ Jul 13, 2023

• How to Train Your Team to be More Empathic
• How AI and empathy coexist in customer service with Sarah Hatter
• Customer Service Terminology 101: Terms You Should Know
• The Best Customer Service Resources & Tools to Learn From

Customer expectations are constantly changing, but the trend is clear: Customers expect stellar customer service — and they’ll bail if they have a bad experience. When things go off the rails, your customers want to feel like you understand and care about the challenges they’re facing.

So although “providing great customer service” can be defined a hundred different ways, you’ll always find empathy is a key component. 

In customer service, empathy is the ability to share a customer’s feelings. It’s conveyed through tone, mirroring, and the agent’s understanding of the customer’s emotional state.

Using empathy statements for customer service is one of the best ways to start training your team to be more empathetic .

What is an empathy statement?

Empathy statements are designed to create meaningful connections with your customers and enhance overall customer satisfaction. They instill a sense of understanding and care into the support experience and connect us as humans rather than just some nameless, faceless entity on the other end of the phone (or email, chat, or carrier pigeon — we don’t judge). 

Here’s why it matters: 

• Good empathy statements create a human touchpoint instead of the usual transactional support interaction. 
• Empathetic statements help soothe angry customers, provide reassurance during challenging issues, and relieve customer frustration. 
• Effective empathy statements have the power to turn dissatisfied customers into loyal advocates. 

The best customer service empathy statements

The best empathy statements for customer service don’t sound like scripts.

You can train your customer support team on these empathy statements, but if they just repeat them like robots, then they won’t have the impact you’re hoping for. To have a paw-sitive impact, your team needs to be able to use these empathy statements sincerely.

They need to communicate in a way that shows they actually care about helping your customers (like, for real).

With that important point made, here are twelve customer service empathy statements you can start using today:

• “Hi, (customer’s name).”
• “I’m sorry you’re having an issue with (issue).”
• “I’m sure that’s frustrating.”
• “I’m sorry we haven’t gotten you what you needed.”
• “This shouldn’t have happened.”
• “Is there anything else I can help you with today?”
• “I’d be frustrated in this situation too.”
• “This will be resolved in X days,” or, “You can expect me to follow up with you in X days.”
• “Let me know if that works for you.”
• “I’m taking a look at this right now for you.”
• “I’ll make sure this gets resolved for you.” 
• “I can help you with that.”

✨ These empathy statements for customer service teams are meant to be quick, go-to resources for training your team. If you’re looking for more, here’s a full list of support resources & tools to learn from .

1. “Hi, (customer’s name).” 

Use this empathy phrase at the beginning of the customer service conversation to easily incorporate the customer’s name and create an instant connection, for example:

Agent: “Thanks for calling customer support! This is Molly. May I ask who I’m speaking with?” Customer: “Hi, Molly. My name is Joe.” Agent: “Hi, Joe! Thanks for calling in today. How can I help you?”

All customer support agents should be using the customer’s name at the beginning of the call to create a connection. It shows respect, recognition, and a genuine interest in whatever reason the customer is engaging the support department. 

You can also incorporate the customer’s name into many of the other empathy statements below, like, “I’m sure that’s frustrating, Joe,” or, “I can help you with that, Joe.” 

The key is to make it natural — don’t overdo it ! Overusing the customer’s name immediately sounds scripted and ultimately breaks the connection you’ve worked hard to establish.

2. “I’m sorry you’re having an issue with (issue).”

This empathy statement is key to taking ownership of whatever issue your customer is having. 

The customer knows you didn’t do anything on purpose but at the same time, they want to know they’ll be taken care of. Use this statement to ensure your customers that you understand the issue. 

This empathy statement has two specific parts that help build a connection with your customer:

• The apology. First, by apologizing, you take ownership of the issue. An apology doesn’t have to acknowledge fault, but it does acknowledge that there is something wrong and you’re there for the customer. And if it is a direct fault of your company’s product or service failing, you’ve taken ownership of that too. 
• The paraphrase. Paraphrasing the issue acknowledges that you understand what they’re dealing with and can work to fix it. It shows you actively listened to your customer with your full, undivided attention.

Essentially, this empathy statement makes your customer feel like it’s just you and them, and like they’ve got your full attention at that moment—instant connection.

3. “I’m sure that’s frustrating.”

Whether it’s big or small, it’s always frustrating to have an issue with a product or service. On top of that, the customer needs to take time out of their day to contact the support team for help. 

Use this statement to acknowledge the frustration they’re having by putting yourself in the customer’s shoes. It’s a simple statement that connects you to the customer by conveying that you understand why the customer is frustrated, regardless of whether you would be frustrated in a similar situation. 

This statement is also great for calming down a frustrated customer. As a customer, when you feel understood and acknowledged, it’s easier to trust the person on the other end that they’ll get you the help you need. 

4. “I’m sorry we haven’t gotten you what you need.”

This is an effective empathy statement for customer service situations where the customer hasn’t quite gotten what they needed. For example, if a customer has to call in for a third or fourth time, it’s important to acknowledge how frustrating that is. 

Saying, “I’m sorry we haven’t gotten you what you need” is a nice way to admit that the ball was dropped, and it’s a great precursor to taking ownership of the issue. 

5. “This shouldn’t have happened.”

This empathy statement example is a key phrase for situations where there was some sort of oversight in the actual product or in the customer experience. It acknowledges that the issue should have been foreseen. 

A good example of this is a lack of follow-up on an open ticket. Poor expectation setting can cause a customer to feel the need to contact your support department again when it’s 100% preventable with the proper follow-up. 

Saying, “Sorry, this shouldn’t have happened” admits that a mistake was made and reassures the customer that they’re in good hands. 

6. “Is there anything else I can help you with today?”

Use this empathy statement toward the close of a phone call to turn a good customer experience into an a-meow-zing one. 

Asking your customers if there is anything else they need shows empathy by respecting their time. You want to ensure all their needs are taken care of before they hang up the phone so they don’t have to call for a second issue they may not be thinking of right then and there. 

This empathy statement may spark a second question they forgot to ask or a second issue they may have meant to bring up. At the very least, it conveys a willingness to go above and beyond to make sure your customer’s needs are addressed.

7. “I’d be frustrated in this situation too.”

Use this empathy statement to acknowledge that the situation they’re frustrated with is not a “them” issue and that you’d be feeling the same way if you were experiencing the same situation. 

Support situations can often feel frustrating for the customer, but an empathy statement that says, “Hey, it’s normal to feel frustrated with this, but I’m here to help” can quickly turn bad situations into great customer service conversations. There’s a reason that 68% of customers will spend more money with a brand that understands them and treats them like an individual. 

8. “This will be resolved in X days,” or, “You can expect me to follow up with you in X days.”

Empathy cannot be overstated when it comes to time. As the old adage goes, “Time is money.” Both of these empathy statements set crystal clear expectations for what is going to happen next — whether it’s a resolution or an update.

This shows respect for the customer’s time and creates an understanding that you have taken ownership. The customer doesn’t need to contact support for an update or a resolution. They can rest assured that you are handling the situation from start to finish and that you’ll keep them updated along the way. 

9. “Let me know if that works for you.”

This is one of the most effective empathy statements for customer service because it gives the customer a chance to acknowledge if they’re satisfied or not. By asking the customer if they’re satisfied with the outcome, you allow them to speak up and voice any potential concerns with the proposed resolution.

Asking if they’re satisfied with the outcome allows you to pivot to help the customer before it gets to any CSAT (customer satisfaction score) or NPS (net promoter score) surveys. You’re turning a potentially reactive situation—addressing the unhappiness after the interaction—into a proactive situation by removing any roadblocks before the interaction stops. 

10. “I’m taking a look at this right now for you.”

Use this empathy statement near the beginning of a real-time interaction or as part of a first (empathetic) response via email. This lets the customer know you are on the case and assures them they’re not just hanging in limbo.

Ambiguity creates confusion and adds to frustration. So set some expectations with your customers along the way. 

11. “I’ll make sure this gets resolved for you.” 

One of the hallmarks of being the receiver of empathy and understanding is the weight it can take off your shoulders. That’s exactly what this empathy statement does. 

Hearing a customer service agent say, “I’ve got this for you, and I’ll make sure it gets resolved” builds rapport and trust. It transfers the ownership from the customer experiencing the issue to the person taking care of the customer. 

And delivering a resolution after taking ownership of an issue creates lifelong customers. 

12. “I can help you with that.”

This empathy statement is best used at the beginning of a real-time support interaction right after the customer has laid out their issue. 

Imagine calling into support and being frustrated by an issue with a product or service. After expressing your frustration and detailing your issue, you hear a calm and understanding voice on the other end simply say, “I can help with that.” Weight lifted. Connection made. 

This empathy statement tells the customer, “You’ve come to the right place” and gives them peace of mind. It calms the customer and can de-escalate an already-tense situation. 

Customer service empathy statements to avoid

Ever had a chat with customer support that was just too sweet? Like they’re trying too hard to please you? Sure, they might get the job done, but does it feel genuine or personal?

Ines van Dijk asked around for examples of these over-the-top positive interactions , and here’s what people shared:

“Oh no! It was broken? I’m extremely honored to help you out today.” “You’re in luck! I can get you a new dryer in just three days! Others had to wait weeks, but because you’re so special to me, I’ll get you a new one in 3 days!”

When the tone of your responses doesn’t match your customer’s mood, even if it’s positive, it gets weird. So, while agents can show empathy by being emotional, it doesn’t work when there’s a disconnect with their customers.

The opposite is also correct. When handling an upset or angry customer, customer service agents shouldn’t be more upset. Your support team should be on the same page and match the customer’s energy without getting overwhelmed.

Here’s what to avoid when showing empathy:

• Using overly dramatic words, like “such”, “so”, and “beyond”.
• Showing more emotion than the customer. Try to mirror their energy instead.
• Flirting with a customer is never okay, even if you’re trying to show empathy!

When checking how well your team communicates with empathy, keep an eye out for these things. It’s also a good idea to revise your tone guide based on the empathy statements for customer service you’ve just read all about.

Track empathy statements with Klaus

In a world filled with automation and AI-powered workflows, creating moments of genuine empathy can be a huge differentiator for businesses. 

Teaching your team to be empathetic is the first step to improving customer service.

Making sure they’re consistently demonstrating empathy is the second. If you could use a little help with that, there’s no better way than setting up a quality assurance program and including empathy on your QA scorecard . What’s more…

Thanks to AutoQA, Klaus can automatically score all your customer service interactions across multiple languages and categories, including Empathy.

Try Klaus for free

What to read next?

Customer Service Forecasting: 4 Metrics to Predict the Future

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30 Empathy Statements for Customer Service to Create Positive Impression

• Updated Mar 13, 2024
• Estimated Reading Time: 0

According to the  Empathy Index , “Empathy is more important to a successful business than it has ever been, correlating to growth, productivity, and earnings per employee.”

Businesses can’t provide 100% effective solutions all the time. But what they provide is the best empathetic words in all the points of interaction to deliver a positive experience.

Beyond feeling good for your customer and boosting key business metrics, the importance of empathy statements in customer service can be good morale-boosting for your team.

Why Empathy Statements are Important?

Simply put, an empathy statement is defined as the act of understanding your customer’s experience in a way that you are sensitive to your customer’s thoughts and feelings. 

Empathy statements for customer service show your ability to “walk a mile in someone else’s shoes”. Using the right phrases from the empathy word list can help so much in making customers feel that they are understood, and respected, and their feelings are validated.

Here are the importance of empathy statements in customer service and acting with compassion.

• Increased sales conversions – Truly understanding your customers’ needs means reflecting on their fears, desires, and pain points. In case your sales team fails to understand your customers, how can you expect them to explain how your products or services fit their lives? And here the power of empathy in business can be realized.
• Accelerated productivity and innovation – Customer support teams with strong empathy skills are more productive and innovative. It means if you want to increase efficiency and expand the number of problems you can solve for customers, you need to hire support reps with strong “soft skills.” They are familiar with the use of power words for customer service to show empathy. 
• Expanded engagement and collaboration – 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. Empathetic companies have better retention and higher morale among employees.

A great example of an empathy statement for customer service

Ryanair’s empathy success story after implementing their “ Always Getting Better” program. It helped to sort out many customer annoyances like hidden charges, unallocated seating, and carry-on baggage restrictions. Ryanair saw a net profit increase from €867 million to €1.24 billion (US$1.39 billion). 

CEO Michael O’Leary famously remarked, “If I’d only known that being nice to customers was going to work so well, I’d have started many years ago.”

REVE Chat is a perfect fit here that helps you to be nice to your customers by understanding their needs or pain points and aligning service accordingly that fulfills their expectations.

It’s the right time to sign up for REVE Chat and explore how you can deliver a delightful experience to your customers.

How Do You Empathize With a Customer?

It is a crucial skill in customer service as it helps build rapport, trust, and satisfaction. Here’s an in-depth exploration of how to empathize with a customer:

1. Active Listening

This involves not just hearing words but understanding the underlying message. It’s about giving your full attention to the customer, which means eliminating distractions and truly focusing on what they are saying. Whether the interaction is in person, over the phone, or via chat, active listening is the foundation of effective communication in customer service. You should always maintain eye contact, nodding, and providing verbal cues like “I see” or “Go on” can signal to the customer that you are fully engaged.

2. Paraphrasing and Summarizing 

These are tools that ensure mutual understanding. You can repeat back the customer’s concerns in your own words to confirm that you’ve correctly understood their situation but also convey to the customer that their perspective is valued. It’s a way of saying, “I hear you, and I want to make sure I’ve got it right.” This practice helps to avoid misunderstandings and clarifies any ambiguity in the customer’s communication.

3. Expressing Empathy

It’s about acknowledging their emotions and demonstrating that you care. Phrases like “I understand how frustrating that must be” or “I’m sorry to hear that you’re going through this” express empathy. This acknowledgment helps build a connection with the customer, making them feel heard and valued.

4. Put Yourself in Their Shoes

This requires imagining the impact of the situation on the customer’s life and emotions. Even if you haven’t experienced the same issue, recognizing the customer’s perspective and validating their feelings contributes to a more empathetic response. It shows that you acknowledge the validity of their emotions and concerns.

5. Use Positive Body Language

A genuine smile, maintaining eye contact, and an open posture convey warmth and interest. Avoiding defensive postures or gestures that might signal disinterest is equally important. Positive body language enhances the customer’s perception of your sincerity and commitment to assisting them.

6. Reflective Response

If a customer expresses frustration or disappointment, acknowledging those emotions directly is crucial. Reflect on the specifics of what the customer has shared and respond in a way that aligns with their emotional state. This not only shows understanding but also helps in building trust and rapport.

7. Offer Support and Solution

It’s about reassuring the customer that you are there to help and actively working towards a solution. Clearly communicate your commitment to resolving their issue and outline any steps that will be taken. You can deliver actionable solutions or a roadmap to give the customer confidence that their concerns are being taken seriously.

8. Follow-Up

After the initial interaction, reaching out to ensure the resolution has been satisfactory reinforces the idea that the customer’s satisfaction matters beyond the immediate issue. This step not only provides an opportunity to address any lingering concerns but also contributes to building a lasting relationship based on trust and reliability. 

30 Empathy Statements for Customer Service With Examples

Expressing empathy is a good, natural, and honest way to promote relationships, both personally and professionally. The importance of empathy statements for customer service has a direct impact on creating a connection during a customer conversation. It requires your complete attention to the conversation and you are ready to take responsibility for them.

Your customer support team should be naturally empathetic, or they should be. That being said, nobody can be perfect all the time. We have compiled a few lists of empathetic statements and phrases to help inspire your team to craft even more empathetic responses across different scenarios. So, let’s explore 30 empathy statements for customer service with great examples that create a long-lasting impression. 

Acknowledging Customer Frustration

Possibly, the best thing you can do is to acknowledge how your customer feels. When you try to connect with their pain or struggles, it makes them feel supported. It shows that you are genuinely putting effort into understanding their feelings.

When customers are frustrated, they just want to be heard attentively. They want validation that what they are going through is really very difficult.

Here are some empathy statement samples that can be used to acknowledge or validate consumer pain points .

1. “I am sorry you are going through this.”

Saying sorry when your customers are upset is a great way to start mending the relationship, and shows that you understand that they have been made to feel negative about your business.

By feeling sorry for what they have gone through, you create a sense of accord. It just not shows empathy for the unfortunate situation, but also assures them that their feelings are understandable.

2. “Oh! That sounds really challenging.”

Using these empathy words shows that you are personally involved in the conversation. This personal approach demonstrates a willingness to identify with the customer’s problems and build a trustworthy relationship.

Customers feel comfortable when they find you genuinely listening to their problems and appreciate your customer service etiquette .

3.  “I can understand how that would be difficult.”

You can’t empathize with customers unless you understand their pains. Outstanding support is defined by genuine empathy and it is crucial to convey to your customers. Listen to them carefully to read their emotions and relate how they feel. 

It shows your customer’s side.

Align with your Customers with Empathy Words

Going through difficulties can be a terrible experience for anybody. That is the reason why people share their struggles as if they are longing for a connection. They want someone to show interest in their story and understand how they are feeling.

The best way to connect with someone is not by talking, but by listening. Show you care by asking questions and showing a genuine interest in what they have to say.

Some examples of empathy statements to align conversations with customers:

4. “I can imagine what you must be going through.”

There are certain situations or incidents that we can relate to when we hear from customers. By using this empathy statement sample, you can support your customers and make them feel that they have been really going through a tough time.

When you align your statements along with your customers they open up explaining in detail. It helps you to understand your customer’s situation better and serve them better.

5. “I wish I could make it better.”

Not always you can provide a feasible solution to your customers but every time you can comfort them with your empathetic words. Listening to them patiently to what they have gone through is enough.

6. “It makes me really sad to hear this happened.”

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.

Reassure your Customers with Empathetic Phrases

When customers reach out to you they look for concrete information or effective solutions. The customer service agents should have a full understanding to make the process of what happens next, clear to the customer. Do you want to learn more about customer service to show empathy to a customer in a better way? Find free customer service resources.

Reassuring the customers that the company will be striving to fix their issues creates a good impression and further builds brand rapport. 

Here is the empathy statement sample below to show how to reassure customers.

7. “Thank you so much for notifying us about the issue.”

When you appreciate your customers for reporting about any product issue or complaining about any service, and assure them to act on it positively, it makes them feel happy that there will be no future hassle.

Giving credence to your customer complaints and valuing their feedback encourages them to reach you when they face any problem.

8. “We will get your issue resolved positively.”

Reaffirming to customers that you will provide a quick and effective resolution helps to strengthen the rapport between you and customers. When you use such statements, customers set expectations that you are putting effort into fixing the issue faster.

Using ‘we’ gives an idea to the customers that it is the effort of the whole team and their issue is set as a priority.

9. “You are totally right.”

Saying customers what they are saying is absolutely correct shows respect and empathy for their opinions. It also displays that you are considering your customer’s predicament.

Offer Gratitude for Honest Feedback

Generally, customers don’t share their opinions as it is not valued or given an empathetic response.

When someone chooses to open up to you, it shows they really trust you. It’s your job to honor that and respond with care. Offer gratitude to them for sharing their experience in terms of good or bad feedback will always benefit your company.

Let your customers know that you appreciate their sharing with you and acknowledge that it will be implemented. When you do this, it signals that you are a safe harbor for vulnerability.

Here are positive empathy statements for call centers that can help you to deliver a pleasing response.

10. “Thank you! We appreciate your honest feedback.”

Generally, customers do not prefer giving feedback due to many reasons. Customer feedback is the best way to improve your overall brand. When they provide their honest feedback, thanking them gives a very good impression.

When you use statements full of gratitude, it expresses that you are genuinely thankful for the feedback they provided. 

11. “We are grateful for sharing your opinions with us. It will surely benefit our company.”

Companies that welcome customer feedback grow by increasing their loyal customer base. Feedback if looked into carefully brings golden opportunities for every business. 

Expressing gratitude to the customers should be practiced whenever they reach out with complaints, feedback, or ideas.

12. “We appreciate the feedback you gave. Thank you for your precious time.”

Feedback covers the overall customer experience with your products or services. When you ask customers for feedback , it involves their time to provide it.

Always appreciate and thank them for spending time to share their feedback with you.

Sound Encouraging with Your Empathetic Statements

It is very important to be encouraging and motivating when your customers are going through a tough time.

Where one side shows customers to fix the issue or look at the brighter side; rarely helps although intentions are good, the other side is that you can’t be encouraging. You simply have to be mindful of how you approach it.

Instead of saying, “It will get better” or “Here’s what I would do,” remind customers that they are important to your business and you always value them. 

Here are some good examples of empathy statements and phrases.

13. “You are really strong .”

Listening to the entire story and concluding that the customer is a strong person sounds encouraging. It makes the customer feel that you really admire the way he handled the situation. 

Besides, using good empathetic words helps you to maintain your brand credibility.

14. “You are truly a fighter.”

Businesses can not replace the pain of the tough times customers have gone through, but certainly, they can empathize with them. Customer service agents must practice active listening to understand the entire customer journey.

Using empathetic words surely motivates them and you are there to help them in every possible way. Here are 15 acknowledgment statements in customer service that can be used to improve overall customer experience. 

15. “I’m proud of you.”

When we say such empathy phrases to customers, it shows we find them strong enough to handle the tough times. It makes them feel you are supportive of them and are ready to help them in every way you can.

Use the Right Phrases for Defusing Tension with Customers

When it comes to calming irate customers, skillful use of empathy word lists by your agents is very important. By using good emphatic statements, you can tackle difficult or angry customers.

Here are the best empathy statements for customer service to be followed to calm down irate customers.

16.“May I arrange for an update call, at a time most convenient for you?”

Handling angry customers can be frustrating for call center agents still, they should be taken as seriously as possible, and formally empathetic language should be used at all times.

These positive empathy statement samples should be repeated at various points throughout the customer service conversations. It helps to diffuse the anger and reach out to the solution faster.

17. “Thank you so much for your patience, Sir.”

When customer service agents encounter a furious customer, the first thing is to offer some words of empathetic reassurance. It helps in reducing their anger significantly.

18.“For the quickest resolution, I would request you to…”

It is important to remember that, regardless of how unpleasant he or she might be as a person, each and every one of your customers is an essential source of revenue for your business. 

When it comes to handling stressful situations, properly using words and phrases can go a long way in creating a positive service experience.

Follow Up with Customers with Good Empathy Statements

One of the key aspects of customer service is following up with customers. When you make follow-ups, it helps to comfort them with the knowledge that their issue is being treated. The customers are updated about the process and they stay positive about the whole circumstance.

Here are some examples of positive acknowledgment statements for a call center that show that you commit to and follow up with customers.

19. “I will get in touch with you we have the latest update”

When you commit to customers, make sure that you keep your word as it helps to establish trust between the company and the customer.

Keeping the promise helps in building long-standing relationships.

20. “We assure you that fix your issue. You enjoy your holidays. I will contact you shortly”

When you acknowledge your customer’s personal holidays, it allows you to add a personal touch to your interaction.

Basing your services across your customer’s schedule demonstrates an empathetic approach.

21. “Please let us know if you have additional questions.”

Encouraging future contact with your customers helps show your company’s commitment to strengthening your customer relationship and fostering advancement in the rapport between the customers and agents.

Provide a Sense of Urgency with the Right Empathy Statements 

Providing a sense of immediacy with proper phrases is as important as customer inquiry for businesses. These positive acknowledgment statements are more important for irate customers. Agents can use the right words and reduce customer anger. 

Here are the best empathy statements for irate customers that show a caring approach.

22. “I appreciate you reporting to us about the problem. We will look into it immediately”

At times customers identify some issues that businesses have overlooked. When customers reach out to you, highlighting such issues, you should assure them that the issue they have raised is right.

Using empathy phrases that appreciate them will allow the customers to believe that all their efforts are valued by your company.

23. “I have identified the problem.”

Conveying the advisor’s experience in handling calls of this nature provides the customer with a strong indication of the ability of the call center professional to find a swift solution to the query.

24. “I will be helping you with…”

When you use such a positive empathy statement for customer service, it shows that you are taking control of the situation, which allows the customer to feel as if the problem has been handed over to the agents. 

It also shows that you are personalizing the matter and making the customer feel special.

25. “The issue will be fixed completely in two business days.”

Certain issues can not be resolved in a day. When customer service agents provide a relevant timeframe for query resolution, the agent must make customers feel relaxed.

When you provide an estimated time for resolution, the customers are in a positive mindset of getting the feasible solution after a day or two.

Building Strong Customer Relationships

There are times when customers are not convinced by the answers you give them. Starting an empathetic conversation is the key to handling such situations and building strong customer relations.

But how do you empathize with a customer in such a scenario?

Here are examples of empathy statements for customer service that will help to quell such issues and rebuild customer trust in your service and business processes.

26. “We value customers who provide their feedback. I assure you to share it with the respective team.”

When you exhibit that you value customer feedback and take proactive actions to imply it, customers tend to share honest feedback that turns out to be golden opportunities for your business.

Describing the process of sharing feedback across the right team and departments shows your well-defined process for handling customer concerns.

27. “I have encountered a similar issue, so I understand quite better. Let me check the best way I can help you with.”

One of the best ways to use a positive empathy statement is by sharing their own experiences with the customers. Sharing such things with customers signals that it is not only he but many who have faced such an issue. 

The customers feel comforted that they will be getting a solution soon.

Wrapping up the Conversation

While closing the conversation, support agents must maintain a respectful tone and empathetic attitude so that customers feel comfortable voicing more concerns and stay satisfied with the service they have received. 

Here is an empathy statement sample that can be used while signing off with a customer and staying empathetic.

28. “Is there anything else that I can help you with Sir/Madam?”

When you use phrases and rely on customer service script sample to assist your customer concerns further it shows there is no time limit in the job description of your agents and your business has no limitations on providing great customer service .

29. “Your satisfaction is our prime goal. Have we discussed everything that you wanted?”

Conveying customers about your business objectives and showing that you are always on your heels to support them helps to conclude with a sustained empathetic approach.

Using the right words from the empathy word list such as our customer satisfaction as the prime goal summarizes the collaborative culture, which is the foundation of empathy.

30. “Thank you for choosing us. Have a good day.”

From all the available options, your customers have chosen you for some reason. Let them know, you truly appreciate their choice to work with your business. 

Expressing your pleasure in terms of interacting with customers, serving them, and wishing them a good day makes customers delighted and they will be comfortable in reaching out in the future.

Importance of Empathy Statements in Customer Service Can’t be Ignored

Most of the customers’ decisions are largely emotional rather than logical. That’s what makes empathy a great tool to help show customers that you are on their side.

With the right use of empathy statements for customer service, your clients will feel a strong bond with you and your company. And that’s how there is an increase in customer lifetime value (CLTV) and loyalty towards your business.

Believe it or not, you can not always provide the right solution at the right time, but you can always deliver a human connection. The empathy phrases suggested above can handle customers effectively across various situations.

REVE Chat, the omnichannel customer engagement platform provides you advanced tools along with chatbots to enhance your customer communication by understanding their pain points. Sign up with REVE Chat and explore how you can deliver a better customer service experience.

Start a 14-day free trial, no credit card required!

Snigdha Patel

Snigdha Patel is a customer experience researcher, author, and blogger. As part of REVE Chat, she focuses on helping organizations maximize customer experience using omnichannel messaging and conversational AI.

She creates contextual, insightful, and conversational content for business audiences across a broad range of industries and categories like Customer Service, Customer Experience (CX), Chatbots, and more.

Serving as the lead content strategist, Snigdha helps the customer service teams to leverage the right technology along with AI to deliver exceptional and memorable customer experiences.

Being a customer service adherent, her goal is to show that organizations can use customer experience as a competitive advantage and win customer loyalty.

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20 Effective Empathy Statements for Chat Support

We can all agree that offering customer service on chat can significantly shorten wait times and allow easy personalization.

However, conveying empathy, that is, a deep understanding of the customer’s problem and frustration, over chat is challenging. When you speak face-to-face or over the phone, filler words that convey that you’re listening, such as ‘hmm’ and ‘I see’ can help you participate in the conversation while absorbing or noting down the customer’s issues.

Over chat, your sincerity and genuineness still need to be expressed using the right words. Here’s where empathy statements or empathy phrases come to an agent’s rescue. Empathy statements are sentences that agents can use to address a person’s feelings and establish a connection. Empathy statements help agents offer great customer service and improve customer experience.

To help you convey empathy over chat and deliver the best chat support, we’ve shared six tips along with twenty empathy statements that you can use while engaging with the customer.

But first, what are the different types of empathy?

Empathy itself is more than a mere feeling. It can be broken down into three types where you understand, share, and take action to enrich the condition of the person you empathize with. Below are the three kinds of empathy with examples on how to use them in chat support and better navigate difficult situations.

Cognitive empathy: The ability to understand how a person would feel in a given situation.

Cognitive empathy comes from practicing active listening and acknowledging what customers have to say. Paraphrasing a customer’s complaint back to them once they are finished helps both the agent and customer ensure that they’re on the same page.

Emotional empathy: The ability to share the feelings and connect with a person you empathize with. Here’s where you put yourself in your customer’s shoes and relate to their feelings.

For example, stating that you too would be frustrated if you were in the customer’s situation validates their discomfort on the issue. Moving forward, the customer would be more accepting of the solution offered.

Compassionate empathy: When you take action to soothe and comfort a person in distress.

This is where you ask yourself what solution you would need in this situation and propose your customers with options. Explain to your customers why you’re recommending features, packages or products and why it would work best for them.

Combining these three qualities helps customer support representatives understand and take the necessary action needed. This, in turn, helps increase customer satisfaction and build a loyal customer base. Use this with the tips and examples of empathy statements given below to win your customers over.

6 ways to express empathy better with sample empathy statements

#1 make customers feel heard.

Your tone has a great influence on how the conversation unfolds and customer service phrases like “I can help you with that!” and “I’m sorry you went through this.” can uplift the whole mood of the chat in an instant.

But it’s important to choose your words carefully based on the severity of the customer’s problem and the tone of the conversation. For instance, you can say “That’s awesome” to a customer when their issue has been resolved to share their happiness or relief. However, you can’t say this to a customer who went from pillar to post to get a solution.

In the above example, you can see that the customer’s tone is almost neutral, so the agent thanked the customer for raising the complaint before asking for further details to look into the issue. If the customer seemed furious or took an accusatory tone, the right approach would have been to first apologize and then follow with questions.

You can use the empathetic statements given below with your best judgment to make customers feel heard:

“Thank you for bringing this to our attention” “Thank you for taking the time to drop us a line” “I’m sorry you went through this” “I’m sorry you’re facing this issue”

Such phrases also encourage customers to address any additional issues being faced. This also gives you scope to rectify their error while being empathetic to the customer.

#2 Validate customers’ feelings

The key to making or breaking a difficult conversation lies in validating your customer’s feelings. Showing the customer that their anger, frustration, and concerns are justifiable can help soothe their emotions.

The best way to do that is by looking back at your own experiences. Think about a time when you encountered a similar experience and remember how you felt back then.

Alternatively, putting yourself in the customer’s shoes is another textbook method of empathizing. If you were in your customer’s position, would you feel just as angry or annoyed?

If you agree that the customer’s reaction is warranted, you can use the following phrases to show your support.

“I understand how you feel” “I would do the same if I were in your position too” “Your anger/frustration is completely justified”

#3 Thoroughly understand your customer’s problems

Being in customer support gives you expertise on the product you work in. Over time, the doubts and concerns customers raise might start to seem too simple to need assistance. It is important to understand that customers are not experts in your product and might have doubts about the most basic of things.

Realizing our prejudices and unlearning them is of utmost importance in customer support. For example, if a person who is not fluent in English contacts you for assistance, the terms they use might be entirely different. Here’s where offering empathetic assistance becomes all the more important in order to avoid any misunderstandings.

For example, Canyon is a sports cycle e-commerce site that has a target market across Europe. To support their wide customer base, they use multilingual live chat to connect with their customers.

While multilingual support may not be possible for every brand, you can still help out a non-English speaking customer using auto-translate to assist them better. This kind of empathetic service would instantly earn you a loyal customer.

The best way to ensure that you and your customers are on the same page is by repeating or paraphrasing their issue. This way, you get the surety that you’ve entirely understood the customer’s problem. Your customer will also feel confident and comfortable sharing more information if required.

Here are a few questions that you ask:

“If I’ve understood what you’re saying correctly, you’re facing/having trouble with <customer’s issue>” “Please let me know if my understanding of your problem is accurate – <customer’s issue>” “To sum up, <customer’s issue>”

Once you’ve completely understood your customer’s problem, you can move on to recommending the right solution.

#4 Keep your customer updated on what’s happening

A customer files a complaint with you in the hope of getting an immediate solution. While your support team might be working hard to clear the issue, the solution might take longer than usual to implement.

Instead of leaving the customer in the dark, make sure to communicate every step of progress from your side. There’s empathy in being proactive and sharing updates since you need to keep your customers on top of mind and have the forethought that they might be worried.

The agent in the above example communicated the mistake on the customer’s side, how long it would take for the new option to process, and also directed the customer to the knowledge base for any further information.

Here are a few phrases that you can use to share updates:

“Hey <customer name>, I’m afraid this is taking longer than expected. The good news is that you can expect to hear from us by <date>” “Hey <customer name>, just wanted to let you know that we’ve begun implementing the solution for this issue.” “The <team name> has added this to their queue, and you can expect a solution by <date>”

#5 Prompt empathy in customers

You will often find yourself in a situation that requires you to say no to a customer. For instance, you might have to inform the customer that the product they’re requesting is not in stock, or say no to their request for free shipping.

In such situations, understanding a customer’s point of view enables you to foresee if they are getting skeptical of your intentions. Try to empathize with them to gain back their trust.

Rephrase the part of the chat that made them feel doubtful of your intentions. In some cases, to get a better understanding, paraphrase the chat to ensure that your understanding is correct. This also helps you clear any misunderstanding on the customer’s side.

In the above chat, the agent paraphrased the entire situation for the customer when the chat went the wrong direction. This explanation cleared the customer’s skepticism while also providing further choices to choose from.

These short phrases can help with eliminating misunderstandings:

“Just to be clear, <customer concern>” “I’m sorry but I can’t help you with this since our policy does not allow for it” “This isn’t a part of our customer service/company policy, so I’m afraid I can’t process this request”

#6 Work towards finding the right solution

How successful you are in being empathetic to customers depends on how fast you arrive at the right solution. The more effort you put into finding a solution, the faster your customer can return to their everyday life.

But it’s important not to jump the gun. Like we’ve said before, make sure you get the complete picture first. For instance, before asking the customer to refresh or restart a page, question them if they have already done it.

All these elements collectively contribute to finding a solution and improving the customer’s overall satisfaction.

Here are two things to remember while offering a solution: – Use shorter sentences and avoid technical terms unless it’s absolutely necessary – Use a casual tone to chat. Get creative and use emojis/gifs if appropriate. This helps the customers to ease any discomfort on their side and communicate better.

The above chat not only initiated a conversation but also informed about an eye-catching offer the customer otherwise might have missed out.

Given below are a few empathy statements you can use while recommending a solution:

“Here’s what you can do –” “We’re going to <solution>” “Have you tried – <solution>” “This help guide has step-by-step instructions can help you fix your issue”

Final thoughts

Customers prefer contacting businesses through live chat because it is an easy way for them to get their issues resolved – there’s a relatively shorter wait time and more room for personalized assistance. But it is in the hands of your customer service team to render quality support and ensure that chat conversation remains empathetic especially for difficult or angry customers.

How else do you think empathy has the power to impact customer relations through chat? Let us know in the comments below.

Updated on 19/01/2022

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40 Empathy Statements For Customer Service (With Examples)

Customer service is the backbone of any business. It's how companies interact with their customers, solve problems, and keep people coming back. Not only that, but excellent customer service can make or break a company.

Research shows that about 90% of customers are more likely to make another purchase after a positive customer service experience .

One way to improve your customer service is by using empathy statements to show that you understand what the customer is dealing with, demonstrate empathy, and ease frustration.

Empathy statements in customer service are simple phrases that show you understand what the customer is going through. They can turn a bad situation into a good one and make customers feel heard and valued.

In this article, we'll dive into what empathy statements are, how to use them, why they're so important in customer service, and 40 examples you can use to improve your customer service today.

What Are Empathy Statements?

Empathy statements are customer support phrases that help you connect on a human level with your customers. These statements show that you're not a robot reading from a script but a person who genuinely understands and cares about the customer's feelings and concerns.

They are the bridge that turns a transactional interaction into a relational one , creating a memorable customer experience.

Alternatively to canned responses , empathy statements go beyond the surface. They don't just acknowledge the issue; they validate the customer's emotions.

Using empathy statements can show that you are genuinely committed to resolving the customer's issue, which can have a huge impact on customer relationships.

For example, saying "I can see why you're upset" is much more impactful than a simple "I understand."

Using empathy statements shows that you're putting yourself in the customer's shoes, feeling what they feel, and that you're committed to resolving their issue.

5 Examples of Empathy Statements

These examples are practical phrases that you can use in various customer service scenarios. They are designed to show empathy by acknowledging the customer's feelings or situation .

These aren't just empty words; they are a way to connect with the customer emotionally and let them know that you're on their side.

• " I can see why you'd be frustrated ."
• " That sounds really tough, let's work on a solution ."
• " I would feel the same way in your situation ."
• " Thank you for bringing this to our attention ."
• " I'm really sorry you're experiencing this, but I'm glad you told us ."

Even if you're simply saying 'I'll get back to you ASAP , showing empathy in your support responses can show customers you care.

How Are Empathy Statements Used in Customer Service

Empathy statements serve multiple purposes in customer service. They are not just filler words but strategic tools that can significantly influence the direction and outcome of a conversation. Here's how:

De-escalation & easing frustration : When a customer is angry or frustrated, an empathy statement can act like a pressure release valve. It shows the customer that you're not an adversary but an ally.

Building trust & establishing relationships : Empathy statements can quickly establish trust. When customers feel you understand them, they're more likely to trust your judgment and the solutions you offer.

Guiding the conversation and resolving issues : Empathy statements can act as signposts in the conversation, helping to steer it in a constructive direction. They can transition the dialogue from problem-focused to solution-focused.

Whether you are apologizing for a delayed response or even replying to a refund request , empathy statements are important and can help build customer relationships.

Benefits of Using Empathy Statements for Customer Service

The benefits of using empathy statements in customer service are numerous and can have a ripple effect throughout your business. Here are some key advantages:

Increased Customer Satisfaction : Customers are more likely to be satisfied with the service if they feel heard and understood, which can lead to positive reviews and word-of-mouth recommendations.

Higher Retention Rates : Satisfied customers are loyal customers. When people feel valued, they are less likely to switch to a competitor.

Improve Customer Relationships : Empathy statements help in building stronger, more meaningful relationships with customers. When customers feel that you understand them, they are more likely to become long-term clients and advocates for your brand.

Reduced Agent Stress : Believe it or not, using empathy can also make the job less stressful for customer service agents. When conversations are more positive, it's easier to find solutions and less draining emotionally.

By incorporating empathy statements into your customer service strategy, you can enhance various aspects of your business, from customer satisfaction to employee well-being.

How to Express Empathy in Words

Expressing empathy effectively in customer service is about much more than finding the right words. It's a blend of active listening and genuine emotional engagement.

Here's a breakdown of key steps to achieve this:

Listen Actively : Understand the customer's issue completely by listening without interruption, asking for clarification when necessary.

Match Your Tone : Ensure your voice tone reflects the empathy and understanding your words are conveying.

Be Genuine : Authentic empathy resonates more with customers. A sincere apology or expression of concern can make a big difference.

Follow Through : Demonstrating empathy is just the start; you must also take concrete steps to resolve the issue at hand.

By mastering these aspects of empathetic communication, you can elevate your customer service interactions, making them more meaningful and effective.

How to Automate Customer Service Phrases

If you find yourself typing repetitive phrases often (such as empathy statements), give Text Blaze a try.

Text Blaze helps you create smart text templates and insert them anywhere using keyboard shortcuts.

With Text Blaze, you can create templates for accurate, consistent communication with customers to improve your customer service and respond faster. Use Text Blaze to automate repetitive typing anywhere you talk to customers: Gmail, Outlook, social media, and more.

Not only does Text Blaze help you respond faster, but Text Blaze helps you personalize your customer service with placeholders, dynamic logic, formulas, and more.

Text Blaze is free & works anywhere !

Customer Service Empathy Statement Templates

Give the following empathy statement templates a try to improve your customer service, show empathy, ease frustration, and demonstrate understanding.

Copy templates to use them anywhere:

10 Empathy Statements Examples To Ease Frustration

General empathy statements are your go-to phrases for showing that you understand and share the customer's feelings. These are broad statements that can be used in a variety of situations to establish an emotional connection with the customer.

Using general empathy statements like these can help to build rapport and trust with the customer, making the interaction more pleasant and productive for both parties.

10 Positive Scripting Empathy Statements

Positive scripting empathy statements are designed to steer the conversation towards a positive and constructive outcome. These statements not only show empathy but also instill a sense of hope and assurance that the issue will be resolved.

The benefit of using positive scripting empathy statements is that they not only validate the customer's feelings but also set a positive tone for the rest of the interaction. This can make it easier to find a solution and leave the customer feeling optimistic.

10 Reassurance Statements to Demonstrate Understanding

Reassurance statements are used to affirm that you are taking the customer's issue seriously and are committed to resolving it. These statements give the customer confidence that their problem is being handled effectively.

Using reassurance statements can provide the customer with peace of mind, knowing that their issue is being taken seriously and that steps are being taken to resolve it. This can be particularly helpful in situations where a solution might take some time to implement.

10 Sympathy Statements to Demonstrate Empathy

Sympathy statements are a bit different from empathy statements. While empathy statements show that you understand and share the customer's feelings, sympathy statements express sorrow or regret for what the customer is going through. Here are 10 examples:

Sympathy statements can be effective, but they should be used carefully. Overusing them can make you seem disingenuous, and they don't replace the need for a solution to the customer's problem. Like empathy statements, they are most effective when followed by actionable steps to resolve the issue at hand.

Use Empathy Statements to Improve Customer Service!

Empathy statements are a powerful tool in customer service. They help to de-escalate situations, build customer loyalty, and guide conversations toward positive outcomes. By using empathy statements, customer service agents can make customers feel valued and heard, which is key to any successful business.

Use Text Blaze to automate repetitive typing, create templates for communicating with customers, and save time today!

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The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer’s Day

Positive words have the power to convey kindness, uplift the tone of your advisors’ conversations, and really help to brighten your customer’s day.

Positive sentences can also help to strengthen your contact centre’s signature response and opening gambit, when used daily by all advisors.

The power of using great words is highlighted in this video from Sandra Thompson about the importance of being conscious about what you say to the customer:

Looking for some positive spiel to help brighten up your customer conversations? Here we have put together a list of positive words and phrases to help expand your advisors’ vocabulary.

Want some quick wins for adding positive sentences into your contact centre scripts? Here’s a printable sheet of positive words and phrases your teams can begin using today.

The Ultimate List of Positive Words for Customer Service

These uplifting 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.

Looking for another word for wonderful? Here are 25 positive language examples to try today:

Examples of Positive Words in Customer Service

Looking for more phrases of positivity to include in your agent scripts? We have put together some examples of phrases where you can see these positive words in action in customer service conversations:

• I will definitely make sure that it gets sorted…
• I absolutely agree with you…
• I can certainly help you…
• That is exactly right…
• I completely agree with you…
• I will quickly run through this with you…
• That is a fantastic way to look at it…
• Great news!
• Marvellous choice…
• That is an excellent suggestion…
• I hope you enjoy your…
• Splendid ! All that is left to do now…
• Yes, it is essential that you do this today…
• That is a very generous offer…
• I can highly recommend …
• Thanks, we try our best to provide a friendly service…
• That’s impressive , Mrs Smith…
• That it is an interesting idea…
• Brilliant ! I’m glad I was able to sort that for you…
• Yes, it is an exciting and popular new service…
• I think that’s a terrific option…
• That is fascinating …
• You certainly are an expert on this…
• That is personally my favourite option…
• It would be ideal , considering your situation…

Positive Words on Display in the Contact Centre

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. Neopost’s contact centre in Romford was one such contact centre, using some of our words on their contact centre walls, like so:

The Top 25 Positive Phrases for Customer Service

“There are so many phrases that work well in customer service, but knowing when to use the best statements can be tricky,” writes Megan Jones , Editor at Call Centre Helper.

So, here we give 25 positive statement examples to use at specific parts of the call, with different options suggested for each.

Positive Sentences for Greeting the Customer

In our article, “ The Best Customer Service Greeting Phrases – with Examples “, our readers found the following two greeting statements to be the most effective in “kicking off” a positive customer service interaction:

• “Welcome to [INSERT COMPANY NAME] Customer Service. My name is [INSERT NAME]. How can I help you?”
• “Good morning/afternoon! You’re through to [INSERT COMPANY NAME]. My name is [INSERT NAME]. How may I help you today?”

Positive Phrases When More Information Is Needed

Staying upbeat when needing more information from the customer is a valuable skill.

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.

For example, advisors could use the following positive phrases when more information is needed from the customer:

• “So, what I understand so far is… it would be great if you could tell me a bit more about…”
• “For me to… it would be brilliant if you could give me just a few more details on…”

Positive Phrases for Acknowledging the Customer

We have previously quizzed our readers on their favourite acknowledgement statements to improve customer-advisor interactions, in our article “ The Top 12 Acknowledgement Statements for Customer Service ”.

The top three positive phrases for acknowledging the customer are highlighted below:

• “I realize that this situation is difficult, but let’s try and find a solution.”
• “I would feel the same in your situation, but we will sort this out…”
• “I’m sorry you are having this problem. Let’s see if there is anything we can do to help the situation.”

Positive Phrases for Reassuring the Customer

Once the advisor has a good understanding of the customer’s problem, and has acknowledged their concerns, it is now important to reassure them . Positive wordplay can be key here.

Take a look at the following examples of how positive statements can be used to reassure the customer:

• “Thanks, it is great that you alerted us to this.”
• “You are absolutely correct. Let’s look into this.”
• “Definitely, I will make sure that this gets resolved for you.”

Positive Phrases When Giving Instructions

When giving out over-the-phone instructions, it is an advisor’s role to make the process as easy as possible.

So, it is good practice to try and weave the following positive statements into conversations, to help the customer get from A to B with a smile on their face.

• “All you need to do is to just…”
• “A simple way / method to change it will be to…”
• “As soon as you receive…”

Positive Phrases When Being Courteous

Courtesy and positive language go hand-in-hand, as we discussed in our article: “ The Best Courtesy Words and Phrases to Use in Customer Service ”. After all, old-fashioned courtesy is a must for any service or sales team.

So, advisors should ideally be using positive statements like those below:

• “Would you be happy for me to put you on hold for a minute or two, while I quickly retrieve your details?”
• “I will send over the link to the email address that we have on our system and, if you would like, I can go through the rest of the process with you.”

Using positive words to give compliments is another great way to be courteous. Find out more by reading our article: 50 Great Complimentary Words to Use in Customer Service

Positive Phrases For Building Rapport

Using positive small talk is great for rapport building.

Therefore, advisors could try dropping some of the following positive statements into the conversation during these moments.

• “What I’m doing for you now is…”
• “Don’t worry, I often make that mistake myself.”
• “How is the weather where you are today? Better than here, I hope!”

To find more examples like this, read our article: Best Tips, Phrases and Words to Use for Building Rapport

Positive Phrases for Handling Angry Customers

Advisors are often told to try to stay positive when interacting with an angry customer. 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.

So, the focus should instead be on getting the frustrated customer to change their mood. The positive phrases below could help to do this:

• “We always value customers who are keen to give us their feedback. I will be sure to pass on what you have told me to our managerial team…”
• “I recommend that you (INSERT ACTION), Mrs Smith, so that I can take further action without delay.”

Other phrases to use when speaking with an angry customer can be found in our article: The Right Words and Phrases to Say to an Angry Customer

Positive Phrases for Closing the Call

So, the advisor has successfully helped the customer to solve their query, given them a quick summary of the call and explained the next steps. All that is left to do is finish with a positive call-closing statement.

We’ve found some great examples of these in our article: “ The Best Call-Closing Statements ”, with two of them being showcased below:

• “Thanks for calling, and if you have any additional questions, please call us.”
• “Have a nice time in [INSERT PLACE NAME] on your holiday.”

Positive Phrases for Making a Sale

While dealing with a customer complaint, it may also be part of an advisor’s job to “sell-up” other areas of the business.

Here are some useful phrases to help an advisor seal the deal – taken from our tips for selling over the phone article:

• “We have a variety of…”
• “It’s a wonderful service where instead of…, you can…”
• “This is the best plan/scheme for you…”

Phrases to Avoid

There are also situations where using positive language is contradictory to how you are trying to make the customer feel – and should be avoided.

There are some good examples here, typically heard on IVRs or when an advisor needs to put a customer on hold:

• Would you LIKE to continue to hold?
• Your call is IMPORTANT to us
• Your call MATTERS to us

They sadly come across as disingenuous when the contact centre isn’t delivering the high standards of service customers expect.

A-Z of Positive Words to Expand Your Vocabulary

Looking for other positive words? Here are even more good words for you to add into your positive call centre scripts, as well as handy definitions:

Have you discovered any other positive words and phrases that work for you?

Found this article useful? Why not also have a look at:

• 18 Empathy Statements for Customer Service
• Positive Words to Increase Customer Satisfaction
• The Power of Positive Language
• The Top Words and Phrases Customers Use to Express their Dissatisfaction

Published On: 27th Jan 2023 - Last modified: 25th Jan 2024 Read more about - Skills , Empathy , Featured Articles , Language , Popular , Positive words , Printable , Rapport , Sandra Thompson

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Because you are a valued client/customer

That’s a fantastic choice

Great ! Fantastic ! Perfect ! Marvelous ! Pretty well !

Your satisfaction is a great compliment for us Mr./Ms _____

Assuring you our best services Mr.Ms.___________. Have a great day ahead!

“Let’s have a look; I’ll not be a second”

“And that’ll all be with you on …”

But in response to above:

“I will surely ensure that…” sounds as if you’re getting tangled up…

and will either of you really be able to keep a straight face after “special customers like you”?

Certainly. With pleasure. I’d be delightly to assist. Would you mind waiting?

Words such as Great, Fantastic, Marvelous should be avoided as they produce an underlying psychology of exaggeration.

Certainly, “sir/ma’am” I’d be happy to assist you with that today.

Also for proper a hold pattern you could use:

Do you mind holding 2-3 minutes while I research or process your request?

This way you are askign the caller permission to hold, you are giving them a reason for the hold, and your providing them an attainable timeframe for the hold.

Then when you return to the line: “Sir/Ma’am, thank you for holding I appreciate your patience.” This way you are acknowledging the imposition from the hold.

I am a trainer in a call center for a Mutual Fund Company and we are using a 3rd party business (Dalbar, Inc.) and they monitor and score our customer service skills.

I particular hate sir/madam/ma’am – please use their name, this, in my opinion creates a barrier that really doesn’t need to be there.

Agree with the comment about avoiding ‘great, fabulous, marvellous’ – just too much!

Speak to your customer like you would want to be spoken to and always tell them what you can do for them, not waht you can’t. Always try to offer as an alternative option where appropriate.

Many of our customers prefer to do/use…… What other customers have done/tried in your position is….. Let’s look at this (very arm around and sorting it together)

I would steer away from definitely – unless you can really and absolutely, definitely do it……..

commenting on Ben’s comment

“That’s one our most popular choices” – rather than fantastic

We understand the value of your time.

need advice

in a situation where the customer is facing dificulties due to company’s fault and no solution .what am i to do?how am i suppose talk my self out of it as call agent

Sounds very familiar…

What we need to do is basically listen to the customer, apologies for the great inconveniences, use all positive words & finally assure the customer that YOU will personally take this matter up (give your name & employee no.) & tell the customer you will call him back before the days end to update on his case status. Then you do just that & do call the customer back even if you do not have an immediate resolution as any human being, the customer will eventually cool down & reliaze that you are sincere in helping them out. Remember…a contact center is a huge sponge…we absorb all other departments short comings…the 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. Reinforce benefits of product, by using word phrases such as that. “that color is very pretty” “we have had alot of positive feedback on that item”

On a not about an upset customer: Feel, Felt, Found process is a very helpful on, as well as the note about getting information and make sure you are the one to follow up with the customer. There is nothing more exasperation from a customers point of view, then having to repeat the whole story again and again. Take inituative in the call and make sure the customer knows your name to refer back to.

I have found some truly amazing things on this site and so glad Google brought it up as first choice. I do have some feedback that may help some people from a course I went on with my company recently (Which I loved)

Just think of a few words and what they mean to you… The easiest way to do this is in a quiet room and with your eyes shut

If I mention the word WAIT to you… What file does the little man in your head go and pull out? What do you associate with wait? (Mine is waiting in a queue) It doesn’t matter how friendly or polite you are, we need to re phrase the words we use..

If you can just wait on the line whilst I check that information for you.. I have that information here for you now, I will just get it for you

When you hear the word SORRY….

Sorry to keep you holding / waiting… (Must be something to be sorry about) Thank you for staying on the line

PLEASURE …. Amazing how many of you will smile when you think of what this word means!

Well it’s been a please reading and sharing

Customer NOT ALWAYS Right But Customer ALWAY IMPORTANT.

Yes,there are sometimes when the cust does´nt have reason but just remember they are paying 4 a service and they feel frustated when there are problems so the best way to speak with a cust is do your best … and not just using the phrase ill do my best… so just do it…stop and put yourself in their shoes..be respectful and friendly but not such a machine.. as u really want to help…SOMETHIN´IMPORTANT TO REMEMBER IS PEOPLE IS 4 U WORK FOR…IF U DO SOMETHIN´DO IT AS BETTER AS U CAN

ELI.. COMCAST…

Daryl:Thank you for calling___________,my name is Daryl,I’m your customer service representative for today,how may I help you? Customer: I have problem with my Internet Service, my internet connection is very slow. I’m paying much for this service and yet I’m not satisfied with it. Daryl: (Empathy)I do understand that its been very inconvenient in your situation right now that your Internet service is giving you a slow internet connection. If I’m on your situation, I would feel the same way too. Don’t worry Mr.Customer, (Willingness to help the customer)I can definitely handle this problem for you.

Emphathy is the most essential part of a call. It cools down a customer frustration.

FROM: Daryl Hall CONVERGYS

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.

What if customer asks a question we don’t have answer for. Let’s suppose our supervisor isn’t present on the floor too?

Please advise.

[ What if customer asks a question we don’t have answer for. Let’s suppose our supervisor isn’t present on the floor too? ]

>RE: 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. With your permission I could give your contact information to my (supervisor / manager) and when he/she returns to the office (tomorrow / in an hour / Monday) he/she will give you a call as soon as convienient to answer your question.”

Typically, unless urgent, the caller will decline due to the sense of hassle and will be pacified. If the customer agrees, you must make sure you get the info to the appropriate superior and that they understand what information you and the customer discussed. Give your name and rep ID (only as allowed by company policy) to bestow a feeling of trust and commitment on your part to ease the callers agreement to wait for an answer.

How can I handle an angry and frustrated customer and swears a lot?

Angry and frustrated customers should be heard out, empathy statement ;and follow script as normal while ignoring the cussing, unless offending you where you can suggest that he calls back after calming down, where he could control his language, *1st wrning and 2nd warning- if he doesnt agree to call back, Sir, mr./ms.I understand that you are upset, yet I will have to end this call if you continue to use that language.

Some excellent comments, thanks guys helped out alot!!

Do you work in customer services? The customer is NOT always right.

Actually the customer is always right as they are the ones with the problem. The misconception is that they often are incorrect about the best solution and that’s where you come in to assure them.

Just wanted to make a note on the back of several references to the use of sir/madam (even ma’am at one point which sounds like a sheep). These terms are so impersonal and do not treat the customer as an individual. Plus sir is someone who has been knighted by the queen and a madam is someone who runs a brothel!!

Customer is the BOSS. If you talk with an irate customer, don’t take it personally. They were just angry on the service not with you. It’s just happen that you were the one they talk to. Just accept the responsibility and prepare to help.

speak what you want to tell your customer

Customers need to feel validated with there concerns. First and foremost – acknowledgement should be made – re-instate their issues back to them to validate their concerns as well as verify to them that they do have your complete attention. Second – let them vent – It’s not personal – they have an issue with either a product or the company itself- not you- Explain that you can empathize with the customer. If abrupt and offending language occurs then a low even tone should be used to take back control of the call. I usually offer an apology – then advised that I am here to offer assistance to find an efficient effective resolution to your concerns, however I will not be verbally abused. We need to work together inorder for me to better assist you find the outcome you desire. If this language continues, I will be forced to disconnect the call, which will unfortunately, not give you the immediate resolution you seek.

In all the 10 years of working in a call center – this works very well.

Positive words or not- Treat the customer as if they are always correct.. this will ensure the customer comes back.

it’s not true that CUSTOMER IS ALWAYS RIGHT…many of them are very demanding, abusive specially for a call center agent. i can definitely feel what they are going through specially if it’s the company’s fault. racist customers. if they weren’t able to get what they want instantly they’ll say all neagtive things in the world and blame you.

let it be customer service, collections or sales the very important hing in each n every call is customer service. without that in ur call, consider tht u r missing many things on tht call..

while speaking to customer the agent should have a normal rate of speech. eg- if customer is old then the agents hasve to be very slow and clear so tht he/she doesn’t have to repeat themselves. this will also assure a low talk time which is considered as AHT( average handle time).

I want you to know I am taking this call to help you and am paid just for that – helping you! Rest assured I’l be your partner on this issue

re: [Words such as Fantastic, Great, Marvelous are positive words and are definately appropriate during a telephone conversation. They help the agent to sound upbeat and interested in helping the customer]

I have an agent who repeats the word Wonderful several times over in a call. The caller commented that they felt they were back in 3rd grade. Unfortunately, the agent over-uses the word and it does start to come across a bit fake.

“Is ther anything else I can help you with?”

Though not appropriate at all times, this one sentence at the end of the call leaves the essential ‘last lasting impression’ among the customers. Further, many sales calls could be led to a second sale or discussion on a possible sale in future.

Also, while listening to a rude customer I have found it to be useful for me to draw some patterns on a paper. This has provided me with much needed patience to listen to the long, unpleasant conversation.

the customer is the most important person in the company….they inadvertidly pay your wages so be respectful and helpful.

customers are not always right but proving them wrong is always wrong…

If you use a higher piched voice, it sounds more positive, and it will get a great reaction.

My goodness!! Many CS advisors on here who have been bitten once or twice by ‘the customer is always right’ eh?

A customer is the most important visitor on our premises. He is not dependant on us. We are dependant on him. He is not an interruption in our work – he is the purpose of it. We are not doing him a favour by serving him. He is doing us a favour by giving us the opportunity to serve him.

Mahatma Ghandi

Back to positive words and phrases, I feel the most important part of positivity/positive language is the sincerity of the words being used.

Fantastic is a very positive word. But used in a monotone loses all positivity and impact. How many times have you received a ‘cold call’ where the advisor asks ‘How are you today?’ and then rattles straight into the rest of their script without even responding to or taking in your responce?

I feel positive words must be used naturally and sincerly.

I would like to offer the following as a Contact Centre Manager with a great team……

We shouldn’t say “I know how you feel”. The fact is we don’t know how they feel, that doesn’t mean however that we aren’t compassionate (in the appropriate way) and sympathetic to their issue or complaint.

I think positive words can be a good and useful tool but I agree that they shouldn’t be over used, As a customer care manager it’s our responsibilty to train our team on appropriate words and when to use them.

‘The Customer is always right’. I would say not always but part of our skill as customer care advisors is resolving the situation to acheive a win win without pointing out to the customer directly that they may be incorrect. The is also which is more often than not, that the customer is actually right, it’s important in these instances to acknowledge the customers misgivings but not always directly admit liabilty. Particularly if you are a 3rd party/outsourced call centre. Whatever you say is reflected on the Brand/Client.

I’ve found this thread helpful and there’s some great points on here!

Thanks Everyone!

Thanks, the information was useful.

The customer is not always right, but they are always first. They should be treated as such.

If you don’t believe that’s true in this industry, then you probably shouldn’t be working in it.

To use empathy, you need to stay away from the word, “understand.” Many times I’ve heard customers yell because we don’t understand. We may have been in their shoes, but no two situations are the same.

The best way to help calm a customer down from an extreme emotional high (positive or negative), is to appropriately use empathy. Not sympathy.

Empathy is feeling plus contact.

Feeling = It certainly is frustrating when… Content = your cable is not working and you are not able to see your favorite show.

Feeling = How exciting it is… Content = when you are purchasing your new home!

(You can have content first and then feeling, try mixing it up a bit so you don’t sound like a machine)

Stop there! Don’t move onto resolution until the customer is ready. If you still feel emotions are high, let them vent and use another 1, 2, or maybe even 3 empathy statements.

What you have for a resolution will not be considered if the customer’s emotions are running high.

Hope this helps someone out there!

Thanks you friends, This info was of great help..:)

I dont know if this has already been covered but ill ask the question anyway. I work for a breakdown organisation I basically take the breakdown information off the customer. When I ask the relevant questions and the customer replys I say, “yea, yea, yea, yea, no problem” I want the customer know that I am listening its my verbal nod. The problem is that when I listen to my calls it sounds awful. Does anyone have any suggestions as to what else I could say. Please dont suggest fantastic or wonderful they are not appropriate in our world. We are not Customer Service as such.

I may not be that long in the industry but hoping this will help…

after you’ve recognized the problem and empathized, set member’s expectation and goal…do not give false information nor lie just to escape from the irate member…

alright…going back on settings of goals…let me cite an example

“Alright Mr. _____, just to set your expectation…we may or may not resolve the issue over the phone and we may end up sending a tech to fully restore your service..yet, i guarantee that you and i are going to work together in resolving this issue while we are still on the phone..Let’s start with setting a goal to make sure we’re on the same page…blah blah..”

exhaust all that u can do over the phone…but… weigh things..check if member is still willing to do the steps.. respect member’s time…don’t waste energy…if you are following a call flow, create ur own shortcut..be specific and give concise instruction…do not use flowering words much… they don’t…

now…let’s think that issue is resolve..go back on ur goal…say “Wow…that’s so great Mr. _____..We did over the phone…we don’t have to send a tech…We did it together…this is indeed teamwork…Now that ut issue is resolved, i hope that made u happy…for that made me happy…”

Thanks for the comments people. I’ve Learned many things from this thread and I hopefully learn many more things from here in future.

I am working in customer support but my process is chat.I would like to know some more good phrases to be used while handling customers. I am new to customer service so, It would be really great help for me.

Thank you all for the Helpful comments.

thanks so much, this has upgraded my skills

This has been a helpful read. thanks alot

Thanks for sharing these information. It was really helpful…..

Thanks for the wonderful information guys. I just want to ask, what if a caller wants to talk to your superior immediately without saying any valid reason? What would be a good way to answer to that situation? Thanks!

What if the customer is insisting for something that you dont have?

thank’s it helps me a lot,.

Gosh….it’s great to see that what we say to our customers excites such a response from so many people, and I guess that is where the key is…individualism and our personal view of language, the world and how we are within that world.

It’s the same for our customers, who are all unique people with unique needs and unique understandings of the world – and that is, perhaps, what we all need to pick up on. “The customer is always right”, “the customer is not always right” – I guess it doesn’t matter as each customer has a right to their opinion whether they are right or wrong, and our job is to understand that opinion without discounting them or necessarily agreeing with them and use it within our response.

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.

We adapt and change as people almost daily in our own lives to differing sets of people around us; loved ones, children, mates, colleagues, parents and we use a different approach, a different language to each of those sets – so perhaps we need to tap into the inherent skills we have and let them loose in a Customer Experience environment, trusting to the fact that as adults we generally enjoy the wonder of relationships, building them, managing them, developing them, whether for 2 minutes on the phone or for life with our loved ones. We enjoy adapting our language to suit – whether emotionally intense like “fantastic” or friendly or formal, polite or jovial…..we change to suit, to fit in, to make someone else feel comfortable – so perhaps we should be trusted on the frontline to deliver what we believe is right for that unique customer and not to ‘tar every customer with the same language brush’.

this thread is very interesting and helpful. thanks. 🙂

it help me a lot.,,.

nice work guys.,.,.

thank you sooo much!….

very helpful

Very helpful for front line technical supports agents like me.. We usually deal with a lot of angry and frustrated customer so all the statements posted here are amazing

Just say “I Love You customer” and they will surely be glad with the service and won’t ever call again because of over satisfaction

Anything for you,Though it is to forget you.

that’s great…

How can you offer a survey at the end of the call when the customer is in a hurry? positive script? with a 2 question survey….

I FEEL THAT DOING WHAT IT TAKES TO HELP THE CUSTOMER AND MAKE THEM HAPPY AND WANT TO CONTINUE TO DO BUSINESS WITH ME , IS WHAT I STRIVE FOR !!!

We appreciate the opportunity to assit you. I appericiate your patience on this. Please let me know if I can provide any other additional support.

when transferring a cust to M&T.i normally advice the cust that they are a specialised dept.who deal with all aspects of movers issues.this works quite well if a cust has been transferred thro to us at cust rel.then i have to pass them on.

When a customer immediately asks for a supervisor, the best response is…. 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…. Ok, well actually I can help you take care of that today, I just need your name etc. so I can take a look at your account… I also mention…if however we do need to have a supervisor help us, I will be happy to discuss your issue/concern with them and make sure that we get that taken care of. Generally they will allow you to assist. Also, by saying “we” and “us” and “I” it helps the customer feel that you are taking ownership of the situation. This is a great article…. Great responses.

Great points on this site, thanks. Im just about to embark on some telesales for my own company and dont have much experience. Now I have a good place to start and much to work on! Happy selling all!

This thread helped me a lot..Thanks for your insights guys!!!

Very interesting opinions here. I agree with the “feel, felt, found” approach. It seems to conver all grounds, UNDERSTANDING how your customer feels (which is so important), RELATING to how they feel (felt) and offering a solution (found).

ALL the ABOVE information are just great! Thank you. 24/7 Customer.

Why is my payment being held for so long?

Mr. / Ms. _______, that’s a good question and I know it can be frustrating to have your available credit held. I expect the hold may be released on ______, and that is based strictly on how long we estimate that it will take to receive the funds from your bank.

One of the very few posts where all the participants have made sense n added value lol!

Cheers JOHN

All the posts here are really helpful. I can practice it…thanks guys!!!

Very helpful. , .thanx alot guys 🙂

ONE CALL RESOLUTION -you do not have to call back! We have an amazing site called *****.com that I believe to be more convenient than calling in, PLUS same shipping!

Mirror the customer to an extent

Point out the benefits for the company when a customer has to take a survey at the end of the call: This is the best plan for your requirements…. For special customers like you…… Great news! You will ONLY be charged….

and POWER WORS really do help, plus smiling when talking!

Learned a lot, Thanks.

I’m trying to crossover from phone to chat support. Is there a list that i could use for chat and a more candid words? Thanks again.

these comments really helped me a lot 🙂

THANKS A LOT GUYS!!!IT WILL HELP ME A LOT SPECIALLY IN OUR COMPANY WE HAVE FIZZBACK!!! EVEN THOU YOU WERE ABLE TO RESOLVED THE ISSUE CX WILL STILL GIVE U DIS SATISFACTORY SCORE FOR REP.

An advice to each and every Call center agent my friends: Forget what happened previous. [Previous Customer Experience]. Concentrate on what is happening and what will happen with your responses and reply. [Impress customer with your current service].

This will make you to feel proud…!

We at ABC company take needs of each customers seriously and ensure that we earn your goodwill. Understanding your concern I’m happy to let you know that I’ve gone ahead and waived the late fee in your account. it’ll be credited back to your available credit. . I greatly apologize for any inconvenience caused. Please accept our sincere apologies. . Kindly allow me a minute or two to review your account and get back to you. . Thank you for being a great customer. We value your relationship. . I would be more than happy to look into your account to see why your account is restricted and guide you for the responsible team with their contact number. . thank you for being pleasure to talk with. I appreciate your time and patience. have a wonderful day. . etc

I agree that customers are not always right. However, we can’t handle each and every customer with a doubt. That would create a negative impact and customer would hung up. We need to believe what the customer says and we need to proceed with empathizing with the issue. If we don’t believe customers word and customer will certainly say that we are not helping them.

In some cases, we need to handle issues that fall under company policies. We need to be too smart to say no to the customers. We need extra soft skills to say no gently to the customers at this point.

In customer service, the points below would help to earn WOW customers:

Understand(Both issue and emotion) Empathize Personalize Ownership Resolve Exceed customer’s expectation Educate

I am a coach at a call center and we are trying to come up with different to present when we are unable to reverse a late fee for a customer. We are trying to come up with phrases that do not use the words “can’t” “unable” “won’t etc. We want to present this in positive way. Anyone have Ideas for me? I have created one to help relate to the customers and still present it in a positive way. I am looking for other ideas.

Here is what I currently use “I understand you are calling in today in regards to the late fee on your account , I have been in the same situation before so I understand how you exactly feel. At this time the late fee will remain on the account but what we can do is provide you with different methods to prevent this from occurring in the future (then provide options) (You have to use the right tone when relaying this to customers)

I am looking to hear others ideas in what they may use in the call centers

I am learning a lot from this thread. I just want to ask for this certain situation.

How about if you would need to transfer a call? What’s the best way to say this? or How are you going to relate to the customer wherein they will not get angry?

Thanks and more power!

Tiny– If at all possible conf in the client. Don’t transfer. Customers when “polled” say that they build up more frustration from being transferred and having to repeat the problem then ANY other one thing.

What we do at our company is “Mr. Jones _empathy_ I unfortunately can not answer that question or resolve that concern, however I am not going to transfer you anywhere either. I am going to conf you with the department that can.” Before I do, what is your number just in case we get disconnected I personally will call you back.”

Once you have them Conf with the correct person. Simply excuse yourself from the call and move on to the next one.

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… it’s 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. So I am glad I came across this. Do you know how hard it was to find this “GEM:? Very hard!! Thanks so much to EVERYONE…

THIS HELPED ME SO MUCH!! One good suggestion you have to have a good tone together with the phrases IT WILL ABSOLUTELY WORK 😉 Thanks guys!

This a great site,with so many useful advice. I am a rookie when it comes to CS and I would really need any advice you have.I work on chat, CS for an online casino, we also have to sell promotions, so this is really new for me. Is there anyone that can tell me something about this, how to relate with customer, beside the caring part, how do I present the offer without abuse words such as Wonderful, Fantastic etc, also because I see that my colleagues use this words a lot so I am trying to be a little differnt. Anyway and Advice you have is well received.Thanks a lot!

This is Incredible! Imagine all these people who share their knowledge not just to showcase their knowledge and how good or great they are but the willingness to help other especially like us who seeks for this. You guys are amazing! Thanks for the help! 🙂

Sample Lead-Ins to Put a Caller On Hold • “Mr. Smith, can you please hold while I retrieve your file?” {pause for a response} “Thank you. I will be back in a minute.” {caller on hold} “Thank you for holding Mr. Smith. I can now help you…” • “Ms. Jones, I will check to see if Mr. Johnson is available to take your call. Can you please for a minute?” {pause for a response} “Thank you. I will be right back.” {caller on hold} “I’m sorry for the inconvenience. Mr. Johnson is not available right now. May I have him call you back?”

Hi thank you for all your comments…it helps a lot..Now Showing some loyalty statements to the customer let´s say that the customer is not upset and during the call you could handled a good call but at the end of the call you say a loyalty phrase such as “Mr.jones we appreciate a lot the time you have been with the company and we thank you for the opportunity you gave us to provide you our services, we hope we can serve you for many more years”…customer was thankful and he said -“I appreciate a lot you beautiful words but I have been about to leave the company because of xx issue with the service..I’m just waiting for contract expiration to go”…I would like to see some comments about loyalty phrases and any way to say them…and what to say if a customer say something like my customer said. Waiting for answers.. Thank you all.

Certainly this page helps me a lot, I am a call agent for tech support and customer service too… good thing google put this on 1-1 page/options… thanks against for the creator and contributors certainly i will recommend this site to my colleagues…

I’m a team leader at a car insurance company & this thread has been brilliant! I’m currently working on a project to upskill our agents & this has been so useful so thanks to everyone who has posted!

i love this site! very helpful to me. more scripts on how you empathize, please.

This info helps a lot

Can anyone Help me with following “inbound Call Handling Phrases for Appointment Setting”, if there’s any mistake?

——————————- QUESTIONS TO BE ASKED AT INBOUND APPOINTMENT:

Thanks for Calling ABC Air Conditioning how may i help you ? If someone says that he’s looking for an air conditioner. 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 and this appointment would be free of cost. So can i have your name please? and your contact number is? Do you have any alternative number? And your address? is this a town house or a single one? and you are looking for an Air Condition Right ? (Good) How old is your house? and the age of your existing air conditioner? may I know the size of your house? OK sir which date and time is convenient for you? Let me check my database, please be online. OK sir we can visit on Between . is that convenient for you? ——————————-

I learned a lot. Thank you people. 🙂

thanks a lot.. it is helpful for me because i am working as customer support in call centre

i really love this site.. thanks a lot guys..

This proves that 2 brains are better than one. Thank you so much! Cheers!

this site is cool. thanks for the good stuff. this will help hone my client service skills

its very helpful! thank you for having this…

“Customer Is Always First”

I understand your frustration but please be reminded that you’re already disclosed on it and the thing you wish is not possible.

Guys, whats a more positive way of saying “As much as I would like to help you….”

I am a call center newbie and this helped a lot. Thank you very much.

Customer Is Always First”

I learned a lot. Thank you people

What is the best spiel for csat without saying the word “satisfaction” to caller?

When asked, “how are you doing?” never just say ‘good’ that is boring and almost expected. Instead, get creative with it, use these different words(with a smile of course)- wonderful excellent terrific splendid marvelous fantastic phenomenal fabulous magnificent

What call centers and telemarketers in general really have to address is the predatory practices that they utilize to gain their ends in business. There is such a thing as good business practice, such as calling during business hours, not 8am on a Sunday morning. These practices are unethical and rude.

1. Definitely 2. Surely 3. Absolutely 4. Certainly 5. Fantastic

with my little experience in the call center industry, the use of positive words are very important. the concern here however is, knowing when, where and how to use them. for me, knowing your caller is very important.i.e if the caller is an intellect or an average person. for an intellect, the words above may be an exaggeration but to an average person it will be appropriate.

I appreciate you patiently waiting. I’m currently looking up the information so that I can provide you with the best option. I want to make sure that I am able to provide you with an accurate answer.

It is really very helpful and it will definitely make the customer feel special

Sorry to hear about that. Is that an empathy statement or apology?

it was great conversation which i came through and help me a lot. thanks guys

Hello, everyone.

I work as a customer service representative for a bank. I want to excell my performance in assisting our clients. I am not good at suggesting things to someone. I want to learn something from everyone. If you could teach me some words and sentences to use while assisting our clients, that would be great. That’s for chat support. Thank you all. Have a nice day.

Welcome to xxx chat support. My name is Vernon. How may I assist you today?

Hello, xxx. A very good morning to you!

It’s a pleasure to have you onchat today.

May I place your chat on hold for a minute to check this for you?

Thank you for your time and patience.

Your satisfaction is our first and the top priority. Have I completely resolved/answered all your queries/questions today?

You are most welcome. It’s my pleasure assisting our clients.

we appreciate your business with us.

Xxx ,if you’re happy with my efforts to assist you, end this chat session and take a brief survey based on my assistance.

Please feel free to contact us anytime round the clock.

Have a pleasant day.

These are the sentences we use for most of the clients. We may change these depending on the client’s response and query.

Hi! everyone,I need your help on how am I going to explain to existing customer’s who are asking to take advantage of marketing promotions that are offered for new sign up customer’s?

Hello all, I have read all of your helpful comments and suggestions. learned a lot! Thank you all 🙂

this site helps me alot.. while i’m actually having my training right now. and i am on internet service acct. and we need positive scripting when delivering badnews. so can you help me with this.. for example, when you have to tell the customer that their account was transfered to the collections because they didnt pay their bills on the right time. please help me with this. asap response please.

excellent points very helfpful

thanka guys! Everythings wre great

Hi my friends ill be working as a customer service represantative in airlines company.. would anyone write me a phrases for that ?

Can someone help me with a spiel for down time. Like for • System Down\ Tools Down • Site is currently experiencing an emergency ( earthquake, fire etc.

We work with the same customers over and over again. Sometimes we can find it frustrating to stay professional because we do know our customers so well (even personally). Are there some helpful hints/websites to assist with this type of customer service? Most everything I find is for random callers with no relationship.

Treat every single Customer, as if he/she signs your paycheck, coz they really do………….!!

I hope it will be helpful.. just want to share something..

When you are talking to your customer, of course there are five forbidden phrases: 1. Don’t say the word…”I DONT KNOW” 2.) Dont say the word “we can’t do that.” 3.) Dont say NO to your client. 4.) If you are getting in a situation that you can’t really handle, dont’t say negative responses to the customer. It should be always POSITIVE and DIRECT TO THE point and well organized. 5.) Don’t say ” JUST A SECOND” .. you have to say something positive again just to make sure that your customer will not really offend.

VERRRYYYYYYYYYY GOOD SITE!! YOU GUYS ARE GREAT!!!

Handling every call is like riding on a bike we need to be balance..PATIENCE is ALWAYS A VIRTUE!

I appreciate your efforts and willingness to help your buyer to resolve this issue. I can realize the situation and truly regret for the inconvenience this has caused you. It must be distressing for you not to receive the item on time.

thank you. that was very helpful

Putting the customer first and delivering service with a smile is an important part of a positive customer experience.

There are some interesting points here – and the use of positive language does have a really vital point to play in customer communications.

However I can’t help feeling that some of the phrasing and words recommended here aren’t appropriate for everyday conversations.

In particular the use of the word ‘surely’ simply wouldn’t sit right with most callers – who wouldn’t use (or be used to hearing) the word ‘surely’ in the context of ‘You will surely be able to enjoy…’.

There are other words and phrases that would sound more natural and less bossy. For example ‘I’m hoping you’ll really enjoy…’.

Never tell the customer what they should be thinking or feeling – just point them in the right direction to get there…

Oh yes, your choice of words can make a huge difference. A customer might just get turned off and walk away by one negative sounding word. So be positive and pass it on.

This is awesome! I really learned a lot. Thank you for your help.

– i understand how frustrating that might be – i understand how inconvenient that must be – i know that could be frustrating – i understand how you feel

-It is unfortunate that. -I truly empathize that. -I sympathize with your situation/disappointment..

Great tips. Can anyone share more closing phrases and some open ended/probing questions or a website I can refer to. I spent 5 years in call center in sales/service/billing and just recently started in a cable/tv/phone tech support call center so that is new to me. Thanks

thank you for calling,my name is xxxx how may I assist you with today? before continue.(before anything else )..please allow me to pull up my resourses first ( may I please have your first name and last name to properly address you..

Helloi i read your comments about call center conversations.. i need more help about it i just start job last week, and i m from turkey, i will speak with foreing customers.. so i m working aesthetic beauty center. so i need diffirent kind of conversations.. thank for your helping guys..

Hi All, I’m new in customer services and want to know how to acknowledge any query or concern with positive note… Regards..

Thanks everyone for sharing your ideas. It really helps and I’ll be able to improve now my communication skills. G

Instead of using “great, fantastic, wonderful” what other power words or positive words that is not too generic?

I learn a lot from you guys tank you very much

Good content to learn from

Thank you so much for bringing this/these to our attention so that we can improve our services as well.

I appreciate you for giving us a call so that we can do something about it to improve our services.

Empathy acknowledgement, ownership.

Amazing thread! Helped me lot : ) Good going everyone of ya…

I’ve a question, what If customer wants to talk to superior as soon as the agent picks the call?? And the customer is not ready to listen what agent replying.

No worries, I am more than happy to find an available supervisor for you.

Escalate systemic problems and keep in mind the escalation time. It also adds frustration to cx

@Ram what works for me when I resolved the issue

“I hope in a way I was able to help you out with the concern.”

(if cx asks do I need to click on yes?)

“Any feedback will do.”

“I was happy that I was able to assist you for today….”

@Lyndsey: warn the customer.

Acknowledge the problem: I understand the frustration that you face right now, I am trying my very best to help you out. (add if customer is shouting) You do not need to be angry.

(Do not overly apologize) I do apologize is better than I’m sorry

We do not tolerate profanity, I will be terminating the call.

This is a second warning, I will be terminating the call if you will still use profane language.

This is the last warning. Thank you for calling.

Thankyou. I love positive words! :0)

This was an enjoyable read. Its all about positive words!

Really I’m happy after reading this. I got a confidence to handle the chat. Thank you for posting this comment.

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

I would suggest to also put more emphasize on technical knowledge of customer service staff, less on phrases. The customer might luke all the “Absolutely, fantastic” techniques, but if they realize their problem is not getting solved, they will start to hate the service even more because all it does is using marketing phrases which is disrespectful.

I was looking something like that. Thanks for sharing such a helpful article.

Thank you so much!

thanks for the help guys!!!

I am a customer and all customer service agents say the same script since the 80’s… I would really appreciate talking to a human who knows how i feel and connects with what i am feeling before/after conversation. I can feel who makes a drama vs. a real human connecting.i appreciate every conversation that i dont ask why…i hope this helps

When speaking to a customer I find it hard to say I understand…… because when Im calling into a customer service line it really bothers me when someone tells me they understand my situation does anyone have any other words I can use instead of understand

I get it very helpfull.I am gratfull for this.

What if I cannot help the guest in rectifying his actual complaint, but as a service recovery at times I need to offer him the best complimentary things. But even some guest become more angry stating they are not beggars to take my compensation, could you help me with right phrases to offer them politely, so that they do not disagree with my compensation.(Example : For a guest who complained about stains on bed sheet I need to offer him with complimentary dinner)

i’m a newbie in a voice account all the tips that were posted helps me a lot thanks…

It will help a lot those who are working in customer service. thanks.

Customer is not always right! What is right is “Customer is always First!”

I can understand the gravity of the situation.

This has been helpful I will surely be using these phases need them to improve

thanks its works

very helpful for 1st time call center agent like me 🙂

Bah. Adverbs are ugly and ignored by listeners.

Here are much better expressions for anyone trying to get his way without seeming to do so:

Yes, and… Thanks for saying that and …. Wonderful, and …

fantastic!!!!

Every one likes to hear these words 🙂

being a newbie, i’m getting my spiel here 🙂 God bless

thank you for this spiels it helped me much

Thanks for spiel.. 🙂 newbie here.

Hi, somebody here knows powerful words that starts with letter q, x and z?

Tnx alot …this helps me..

Guys at the end of the day for these spiels to work in your end deliver it with the right TONE/VOICE.

THE SO MANY IDEAS HERE REALLY HELPS ME A LOT.

Thanks for letting us know

Reasuring: It will be a pleasure for me to help you, No response: Unfortunately I have not received a reply from you, do you wish to continue? Put on hold: Give me a moment I need to verify this for you, it will not be long.

Some really useful words and phrases for anyone in the customer service world! Language really can transform you communication with someone from negative to positive (and vice versa!!).

When speaking with a customer, THAT moment, is your most important moment.

This tips are very useful… guys can you please help me develop more my ability in communication skill?? 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” to be listened, served, appreciated, valued …

These tips are really great, I always highlight the important of language to the team I manage. I manage a call centre that deals mainly with customer queries. We often over look how powerful words are and how they can completely change positive communication with a person to a negative exchange when words are chosen wrongly. I found the following resources really helpful when doing some refresher customer service training with staff I know have these 5 do not say words displayed around the office. goo.gl/dzSM9b

incredible!!!

Thanks a lot, You guys have been of immense help!

Thank you from the bottom of my heart

“We may agree that Customer is NOT ALWAYS Right, but we have to consider that Customer is ALWAY IMPORTANT.”

The Customer Is NOT Always Right, But The Customer Is All We’ve Got!

Combined ideas, knowledge, curiosity and experiences result to an amazing web page that everyone must read on. Congratulations to the creator of this. Thanks to all accommodating contributors. And lucky to us who were able to read this for free!

I love positive words. Thanks for these. I will definitely utilise them

I totaly agree with the post. We can always translate the negative phrases to positive. For example,

Why not? → Sounds good.

No problem → Definitely!

Can’t complain → Everything’s going well, thanks.

I’m exhausted → I need a rest.

I’m going to forget → I’ll make sure I set a reminder.

It will not be delivered on time → It will be delayed.

Constructive criticism → Constructive Feedback.

Please hold → One moment, please

By using this idea of positive responses we can have a cumulative impact on the customer.

Nice set of words to translate negative phrases

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• Contact Center

Customer Service Experience: Definition, Tips, & Examples

Have you ever walked into a store or visited a website and had a great or frustrating experience? 

That’s the impact of customer service!

No matter how great👍 your product is, you will lose😞 your customers if your customer service experience is poor .

So, let’s delve into the article and understand what customer service experience is and why it matters! 👇

🔑 KEY HIGHLIGHTS

• A positive customer service experience leads to happier, more loyal customers who are more likely to make repeat purchases and spend more money.
• Good customer service includes empathy, responsiveness, professionalism, and problem-solving skills, demonstrating care, respect, trust, and customer satisfaction.
• Focusing on good customer service brings benefits like loyal customers, positive word-of-mouth, more revenue, and standing out from competitors.
• Improving Customer Service Experience includes asking customers for feedback, offering multiple communication options, simplifying support processes, responding promptly, and prioritizing customer care.

Let’s get started🚀

Table of Contents

What is customer service experience?

Customer service experience is the overall experience customers feel when interacting with a company’s sales, support, and service before, during, and after a purchase. It’s about whether they’re happy with the help they get, how quickly they get it, and whether reaching out was a hassle.

Customers have a 27% chance of making a repeat🔄 purchase after their first buy from an online store, which increases to 49% after the second purchase and to 62% after the third. Repeat purchases often indicate satisfied and loyal customers.  Existing customers are 50% more inclined to explore new products and tend to spend 31% more compared to new customers. They contribute about one-third of all online shopping🛒 revenue and typically spend three times more than one-time shoppers, on average. semrush.com

Therefore, a great customer service experience makes customers happy and loyal, leading to more repeat purchases and higher spending.

What are the qualities of good customer service?

Good customer service typically involves several key qualities:

• Empathy : When you understand and connect with customers’ feelings and worries, it shows you genuinely care🤗 about their experience and are prepared to assist them with kindness and understanding.
• Responsiveness : Replying quickly to customer questions and concerns shows you respect their time and are dedicated to helping them.
• Professionalism : Being professional, whether you’re talking to customers in person or through writing, makes them trust your company more and feel sure they’re working with someone who knows what they’re doing.
• Problem-solving skills : Successfully handling customer issues🚩 and complaints shows that you care about their satisfaction and can change a bad situation into a good one.

Inspiring Examples of Good Customer Service Experience

Customer service is all about helping customers find what they need, assisting with setup, explaining how things work, and solving problems.

Here are examples of Good Customer Service Experience:

1. JetBlue – Show Appreciation to Loyal Customers with Small Gestures

A passenger on his way to Boston’s Logan Airport, with limited time before his flight, tweeted his disappointment about not being able to grab Starbucks. He only referenced JetBlue with a hashtag, but a member of his social media team noticed and alerted airport staff. Upon boarding, a cabin crew member pleasantly surprised the customer with a fresh cup of Starbucks coffee , resulting in weeks of viral praise following the interaction.

@paulgordonbrown We don't currently deliver in the airport, though there is free all you can drink @DunkinDonuts coffee waiting onboard! — JetBlue (@JetBlue) December 6, 2013

This story teaches us that paying attention to customer feedback , even on social media, can make a big difference in customer satisfaction. JetBlue showed that they care about their passengers by responding to a tweet and going the extra mile to ensure the customer was happy. 

It’s a reminder that small gestures can have a big impact on customer loyalty and positive word-of-mouth. Other companies can learn from this by being proactive in addressing customer concerns and finding creative ways to exceed expectations.

2. Tesla – Connect with Customers Where They Are

Tesla really goes the extra mile for customers by sending technicians right to their homes to fix car problems. It’s super convenient because customers don’t have to hang around at a repair shop, and they can choose a time that works best for them. 

This example shows us the importance of putting customers first and making their experience as convenient as possible. Tesla’s initiative to send technicians to customers’ homes for car repairs demonstrates its commitment to providing excellent service. 

By eliminating the need for customers to visit a repair shop and offering flexibility in scheduling, Tesla ensures a hassle-free experience for their customers. 

3. Adobe – Address Customer Service Complaints Before They Arise

Adobe tweeted about their Amazon Web Services outage before customers could complain. They shared a video of playful puppies to cheer people up. At the same time, some asked when things would be back to normal; most just enjoyed watching the cute puppies.

Hi all, some Adobe services are down due to the AWS outage: https://t.co/U2qtybaT8J Here's a puppy stampede to take your mind off of it. 😍 pic.twitter.com/Glv6Anavje — Adobe Care (@AdobeCare) February 28, 2017

This example shows it’s wise to talk to customers before they complain and to use humor to make them feel better. Adobe did this by tweeting about their problem with a cute puppy video. 

It’s a good reminder that being open and making people smile can improve their experience, even when things go wrong.

4. Trader Joe’s – Offer Assistance in Times of Need

During a snowstorm, an 89-year-old man was stuck at home, making his granddaughter concerned about his food supply. Despite her attempts to find a grocery store that would deliver, most refused. However, Trader Joe’s, although they didn’t normally offer delivery, agreed to assist. The granddaughter gave them a long list of items, and within just 30 minutes, Trader Joe’s not only delivered everything but also included extra items at no charge.

This story shows how important it is to help customers, especially when things are hard. Trader Joe’s delivered groceries, even though they don’t usually do that. It shows they care about making customers happy and are ready to change things to help them out. 

It’s about being understanding, flexible, and available when people need you. And when companies do this, they make customers feel valued and keep them coming back.

5. Coca-Cola – Support Social Causes

Since 1984, Coca-Cola has given back over $1 billion through the Coca-Cola Foundation . What’s impressive is they don’t just support big organizations but also local ones. For example, in Ireland, they started the Coca-Cola Thank You Fund. It gives €100K every year to local charities helping young people, promoting sustainability, and encouraging diversity and inclusion.

This story teaches us that it’s important for companies to help their communities and support local causes. Coca-Cola does this by giving money to local charities that help young people, protect the environment, and promote diversity. 

It shows that good customer service means more than just selling things; it’s about making a positive impact on people’s lives. 

Benefits of Customer Service Experience for Your Business

Customer service experience holds immense value for businesses, contributing significantly to customer satisfaction, loyalty, and profitability. By prioritizing exceptional customer service, businesses can differentiate themselves from competitors and build strong customer relationships. 

Here are a few benefits of a good customer service experience that can set your business apart from your competitors:

Increased Customer Loyalty

Providing top-notch customer service is crucial for exceeding customer’s expectations. When you make customers feel valued and support them every step of the way, they’re happier.

This builds trust, something customers really appreciate. It keeps them returning and forms strong relationships with your brand. In today’s world, these relationships are all about trust, honesty, and real connections.

And here’s the thing: customer service is your best chance to build that trust and connection. It’s what makes your brand stand out and leaves a lasting impression. So, focus on delivering exceptional customer service to win over customers and set your brand apart.

Positive Word of Mouth

Change is constant in today’s business world, and customers have plenty of options. Social media is where people quickly share their experiences, good and bad.

Think about it: when happy customers share their positive experiences, it’s like free advertising that’s even more powerful than any ad. But, on the other hand, poor customer service can really hurt a brand.

However, when customers are happy, they stick around and tell others about it. Their recommendations can bring in new customers, which is key to success. So, focusing on keeping customers happy isn’t just a good idea; it’s crucial for staying ahead in today’s competitive market.

Higher Revenue

Putting effort into great customer service isn’t just about making customers happy; it’s a smart way to make more money for your business. 

When customers feel valued, they come back and tell others about your business. This means more loyal customers who are also willing to spend more on your products. 

So, by focusing on customer service, you’re not only making customers happy but also making more money for your business in the long run.

Differentiation from Competitors

Companies that focus on both customer service and quality products have an advantage over competitors. Today, customers have many choices, so good service is just as important as product quality and price.

For example, imagine a business traveler deciding between two hotels with similar rooms and prices. What makes one stand out? It’s often how they’re treated and the overall experience they have.

Just one bad experience can make a customer switch to another brand. By providing great customer service, you not only beat the competition but also keep customers coming back.

Improving Customer Service Experience: Best Tips & Effective Strategies

Here are some top tips and effective strategies for enhancing your customer service experience.

1. Ask customers for their feedback

When it comes to providing great customer service, what matters most is the customer’s opinion . Even if you think you’re doing everything right if the customer isn’t happy, they won’t stick around. 

The best way to know if you’re meeting your customer’s expectations is to ask them! It shows you care about their thoughts💭 and helps you improve your product for future customers.

2. Offer different methods of communication

Research shows that 90% of consumers favor companies with multiple communication methods, expecting at least five main channels, such as email, phone, website, text, and in-person interactions. 

Social media isn’t included in this list, but it’s becoming more important. Social media support is different from traditional channels because it’s immediate and public. Guiding your team to switch to private channels, like direct messaging, can improve the customer service experience on social media. 

Implementing a multichannel support strategy can enhance the customer experience by making it easy to switch between channels with support software.

3. Make it easy to get help

Sometimes, the most important customer service experiences are the ones we overlook as boring. Though they might not seem exciting, these interactions matter a lot to customers.

Customers want things to be easy when they ask for help. Research shows that 96% of customers who struggle to get assistance are likely to stop being loyal in the future, compared to just 4% who find it easy.

Therefore, simplifying processes by providing easy contact options, clear rules, and user-friendly self-service options can enhance the overall customer experience.

4. Respond fast

In today’s fast-paced world, a fast response is what customers value💎 most for good service. People want their issues to be addressed quickly and efficiently. 

SAP Hybris found that 52% of customers think fast responses are the most important part of good customer service. Likewise, in a Forrester study, 77% of people said companies valuing their time is the top priority.

Therefore, businesses should prioritize simplifying communication channels, establishing efficient support systems, and training staff to respond promptly.

5. Show you care

Creating great customer experiences depends on your team. Other efforts won’t work well if your employees aren’t committed to caring for customers.

In a survey by PwC, 80% of Americans said friendly service is crucial for good customer experiences.

But being friendly is just the start. Building a customer-focused culture means everyone in your company always thinks about customers.

When hiring, focus on candidates with a history of assisting customers and ensure all employees understand the impact of their work on customer satisfaction✅.

How KrispCall helps to improve Customer Service Experience?

KrispCall offers a variety of features to boost customer service. Its live call monitoring software is essential for companies with customer service, sales, or support teams, allowing managers to monitor calls in real time and improve agent performance. Additionally, with call recording and listening features, managers can effectively coach remote agents and understand customer interactions better.

Moreover, KrispCall provides a virtual business phone system with practical features like call analytics, shared phone numbers, and Interactive Voice Response (IVR). The IVR feature simplifies customer service and business processes while reducing wait times by guiding callers to the right department or information swiftly.

Sharing a business phone number among team members is vital for smooth communication, and KrispCall makes this effortless without extra hardware. These tools are suitable for businesses of any size and make communication and customer service more efficient.

Conclusion: Develop a Customer Service Experience That Deserves Recognition

In customer service, every interaction is as unique as the individuals involved. Finding a balance between consistency and personalization helps build real connections. Developing a strong strategy takes time and understanding, but it pays off with loyal customers.

To enhance customer service, gather feedback📝, set metrics, and act on insights gained from overall customer experiences. Ensure your customers feel valued by creating a reality where they love your business, not just for what you offer but for how you treat them.

With KrispCall , you can effortlessly monitor your calls in real time by tracking call volume, wait times, and agent performance. This enables swift improvements and ensures everyone enjoys a positive experience.

What are 4 examples of customer service?

The examples of customer service include resolving product issues, answering inquiries, processing returns, and offering technical support. 

What is customer experience experience?

Customer experience refers to the overall customer journey and interaction a customer has with a company across all touchpoints, including before, during, and after a purchase. 

What are examples of customer experience?

Examples of customer experience include shopping at a friendly store, using an easy-to-navigate website, receiving prompt responses to inquiries, dining at a welcoming restaurant, and interacting with helpful companies on social media.

Why is a positive customer service experience important?

A positive customer service experience matters because it builds trust and loyalty, encourages customers to come back, boosts word-of-mouth referrals, and improves the reputation of a brand. Ultimately, it helps businesses grow and succeed.

Bivek Khatiwada

Bivek Khatiwada is a Senior Analyst at KrispCall with a wealth of knowledge in VoIP, virtual phone systems, and cloud call centers. His expertise allows him to elucidate the benefits and advancements of modern communication technologies.

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Frequently asked questions

The act of putting someone else’s ideas or words into your own words is called paraphrasing, rephrasing, or rewording. Even though they are often used interchangeably, the terms can mean slightly different things:

Paraphrasing is restating someone else’s ideas or words in your own words while retaining their meaning. Paraphrasing changes sentence structure, word choice, and sentence length to convey the same meaning.

Rephrasing may involve more substantial changes to the original text, including changing the order of sentences or the overall structure of the text.

Rewording is changing individual words in a text without changing its meaning or structure, often using synonyms.

It can. One of the two methods of paraphrasing is called “Fluency.” This will improve the language and fix grammatical errors in the text you’re paraphrasing.

Paraphrasing and using a paraphrasing tool aren’t cheating. It’s a great tool for saving time and coming up with new ways to express yourself in writing.  However, always be sure to credit your sources. Avoid plagiarism.  

If you don’t properly cite text paraphrased from another source, you’re plagiarizing. If you use someone else’s text and paraphrase it, you need to credit the original source. You can do that by using citations. There are different styles, like APA, MLA, Harvard, and Chicago. Find more information about citing sources here.

Paraphrasing without crediting the original author is a form of plagiarism , because you’re presenting someone else’s ideas as if they were your own.

However, paraphrasing is not plagiarism if you correctly cite the source . This means including an in-text citation and a full reference, formatted according to your required citation style .

As well as citing, make sure that any paraphrased text is completely rewritten in your own words.

Plagiarism means using someone else’s words or ideas and passing them off as your own. Paraphrasing means putting someone else’s ideas in your own words.

So when does paraphrasing count as plagiarism?

• Paraphrasing is plagiarism if you don’t properly credit the original author.
• Paraphrasing is plagiarism if your text is too close to the original wording (even if you cite the source). If you directly copy a sentence or phrase, you should quote it instead.
• Paraphrasing  is not plagiarism if you put the author’s ideas completely in your own words and properly cite the source .

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Read Paraphrase Examples Here & Boost Your Understanding of Process

Have you ever needed to rewrite existing text to increase its quality? Improving already written papers takes more effort than you expect. Various paraphrase example platforms from even a paraphrasing site show high-quality references, which students can use while creating original texts without plagiarism.

Meanwhile, paraphrasing examples demonstrate that the process starts with finding the paragraphs, which need changes. You may have different reasons for content rewriting. The most common is avoiding plagiarism. Writing academic assignments means submitting original papers. Sometimes texts contain some non-unique passages. Checking high-quality examples allow learning from them.

Many students review paraphrase examples to see how professional writers have improved texts. Most internet recommendations focus attention on preserving the original meaning. Assignment examples often provide references. Used materials allow finding out initial paraphrasing samples and how authors have decided to improve them.

Another point, which students can learn from examples, is word choice importance. Selecting suitable variants often takes more time. Learners must understand words’ meaning clearly before adding them into sentences. As any paraphrase sample will show, students may use different words without repetitions. Instead, authors use context-matching substitutes.

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Inspiring Example of Paraphrase With Most Reliable Methods Used

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Sometimes simple word changes may not be enough. Restructuring can greatly boost content quality. Website visitors can easily check examples of paraphrasing sentences to see the difference. Improved texts discuss the same paper topic while paragraphs present information differently. Such texts are more eye-catching and easier to read.

Language offers various thought-expressing options for sentences. Using different word forms is what service visitors can see in our paraphrasing sentences examples too. Professional writers can preserve keywords, which convey the most important meaning by changing their forms. To paraphrase example sentences, such a method also requires altering the surrounding context.

Well-Formatted Examples of Paraphrasing: Every Style Covered

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Paraphrasing for Better Research Papers: A Step-by-Step Guide

Research papers rely on other people’s writing as a foundation to create new ideas, but you can’t just use someone else’s words. That’s why paraphrasing is an essential writing technique for academic writing .

Paraphrasing rewrites another person’s ideas, evidence, or opinions in your own words. With proper attribution, paraphrasing helps you expand on another’s work and back up your own ideas with information from other sources while retaining your own writing style and tone.

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In this guide to paraphrasing, we explain how to strengthen your research papers through the art and craft of paraphrasing. We discuss the rules of ethical paraphrasing and share paraphrasing tips to help you get started. We even provide a few paraphrasing examples to illustrate how to do it yourself.

Why should you paraphrase in a research paper?

There are a few reasons research writers rely on paraphrasing in their papers:

• It shows comprehension. Paraphrasing requires you to understand ideas well enough to write them in your own words, so it not only helps you pass on information but also can help you learn and retain it.
• Paraphrasing other research or another writer’s work allows you to make valuable connections between ideas. Crediting your sources ethically and according to standards shows professional collaboration and respect.
• Paraphrasing can transform dense academic language into clearer or more modern text. Research writers employ it to make important information more understandable to a wider audience.
• Paraphrasing can increase the readability of your paper and make impactful direct quotes stand out.

When should paraphrasing be used in a research paper?

Paraphrasing is best used in concert with other research writing techniques, such as direct quotes and summaries. Here are instances when paraphrasing is appropriate for your research paper:

• Opt for paraphrasing when you can explain the same concept in plainer language or with less jargon.
• Paraphrasing works best when you need to share background information. Save direct quotes for striking statements and opinions. Rely on your own words to set the stage or provide context.
• Similarly, methodology from published studies generally doesn’t require direct quotes. Consider rewriting this contextual information in your own words.
• Paraphrasing also works well when you’re reporting key results from other research. You might restate the results by paraphrasing the main findings and then use a direct quote to share opinions about the value gleaned from the research.

Paraphrasing vs. quoting and summarizing

Unlike summarizing, paraphrasing uses roughly the same amount of detail as the original work but adjusts the language to demonstrate comprehension or make the text more understandable. Summarizing, in contrast, shortens the information to only the most important points.

While paraphrasing uses your own phrasing, quoting transcribes someone else’s words exactly, placing them in quotation marks so the reader knows someone else said them.

Direct quotes work best when you’re dealing with striking statements or opinions or when you want the tone of the original work to shine. Opt for paraphrasing when you can convey the same information in plain language. Sometimes, placing a direct quote in a sentence would lead to an error in subject-verb agreement or pronoun agreement, so paraphrasing works better in that case. Paraphrasing can also help modernize outdated wording, such as gendered language.

Generally, your writing will have the most readability and engagement if you strike a balance between paraphrasing and direct quotes.

Common paraphrasing mistakes

Writers risk committing plagiarism or losing clarity when they commit the following common paraphrasing mistakes:

• Substituting synonyms but not otherwise changing the phrasing
• Altering the original meaning
• Failing to add citations within the text and in the bibliography

Tips for paraphrasing successfully in your research paper

Try to rewrite from memory.

It can be difficult to reword a passage when you’re staring at it. Sometimes it can help to jot down notes about a passage and then try to rewrite the same sentiment from scratch. This forces your brain to think creatively because you can’t just copy the passage verbatim.

Focus on meaning, not just vocabulary

Paraphrasing is more than just swapping out words for their synonyms; you need to completely rewrite a sentence in your own style. Pay close attention to what the original author is trying to say as a whole, rather than focusing on the individual words. You may find yourself changing phrases or clauses. You may even come up with a way to restate the whole idea in a clearer or more concise way.

Change or update the language

Use synonyms to replace the essential words of an original passage with other words that mean the same thing, such as using “scientist” for “researcher,” or “seniors” for “the elderly.” You can also pay special attention to modernizing and broadening the language, such as for more gender inclusivity. This is a common approach to paraphrasing, although it’s not sufficient on its own.

Edit the sentence structure

Editing the sentence structure by rearranging the order of certain phrases and clauses or combining or breaking apart sentences is another strategy for paraphrasing. But if you do this, be careful not to overuse the passive voice.

Sometimes, you can rephrase a sentence by changing the parts of speech, such as converting a gerund into an operative verb or turning an adjective into an adverb . This strategy depends on the wording of the original passage, so you may not always have the opportunity.

Often, using only one of these techniques is not enough to differentiate your paraphrase from the source material. Try combining a few of these techniques on the same passage to set it apart.

Use transition phrasing

Some introductory and transitional phrases let your reader know you’re about to paraphrase an existing work. This tactic has the added benefit of helping you rewrite key findings by recasting the sentence structure with a new subject. Here are a few examples:

• Research shows that . . .
• A recent study found that . . .
• According to [author]’s analysis . . .
• Thanks to [source], we now know that . . .

Avoid patchwriting

If you don’t change enough of the original, it leaves “patches” of the source text that are easily identifiable to anyone who’s read it. This is known as patchwriting , and it’s a big problem with paraphrasing. Double-check to see if your paraphrase is unique enough with our free plagiarism checker .

Use ethical paraphrasing tools

Use Grammarly’s free paraphrasing tool to quickly paraphrase text with the help of generative AI. Paste the text into Grammarly to get options for how to paraphrase it instantly, then use our citations generator to get the proper attribution.

Learn about other aspects of research paper writing by browsing Grammarly’s research paper guides and resources .

Paraphrasing examples

Paraphrasing a research paper to avoid plagiarism.

Plagiarism refers to claiming another person’s ideas or words as your own. Paraphrasing alone is not enough to avoid plagiarism—if the words are different but the ideas are the same, you have to do more. That’s why citing paraphrases is not just morally right, it’s also a mandatory part of how to write a research paper , regardless of the research paper topic .

In academic writing, paraphrases typically use parenthetical citations , a type of in-text citation that places the author’s last name in parentheses, along with the year of publication or page number. Parenthetical citations are placed at the end of a passage, before the ending punctuation.

Additionally, you need to include a full citation for any source you use in the bibliography section at the end of the research paper. A full citation includes all the necessary details the reader needs to track down the source, such as the full title, the publication year, and the name of the publisher.

The information to include in both parenthetical and full citations depends on which formatting style you’re using: APA , MLA , or Chicago . Refer to our guides to learn more about how to properly cite your paraphrasing in whatever style you prefer.

If you’re still having trouble citing paraphrases, you can use our free citation generator to save time.

How to paraphrase for a research paper FAQs

When should you use paraphrasing in research writing.

If you want to use someone else’s ideas in your research paper, you can either paraphrase or quote them. Paraphrasing works best when the original wording has room for improvement or doesn’t fit in with the rest of your paper. Quoting is best when the original wording is already perfect.

What techniques can you use for paraphrasing practice?

The most common paraphrasing technique is using synonyms to replace some of the original words. That only gets you so far, though; also consider rearranging the sentence structure, adding/removing parts of the original, or changing some of the parts of speech (like turning a verb into a noun).

Do research paper paraphrasing rules change for different citation styles?

The rules for paraphrasing are always the same—but the rules for citations change a lot between styles. Review the citation guidelines for the formatting style you’re using, whether APA, MLA, or Chicago.

Can I paraphrase sources with no named author, like websites?

Yes, you can paraphrase websites, but ensure they are reputable. And you still need to cite the source according to the citation guidelines.

What’s the best way to integrate paraphrased information smoothly in my paper’s flow?

Transitional phrases can help you introduce paraphrased information. Try using language such as:

Use paraphrasing alongside other writing devices, such as direct quotes or summaries, to help your paper flow naturally.

Is it acceptable to paraphrase content from my own previous papers?

Yes, you can paraphrase your other content, unless your academic institution has a policy against it. You should still cite the original source material, even though it is your own work.