11 Acknowledgment, Empathy, and Reassurance Statements for Customer Service

These 11 statements help form the bedrock of call center etiquette

11 Acknowledgment, Empathy, and Reassurance Statements for Customer Service
Contact CentreInsights

Published: August 31, 2022

CX Today Team

In customer service, displaying politeness and compassion often wins half the battle. Even before a contact center agent can provide a resolution to a problem, they should act in a manner that demonstrates that the company genuinely cares about the customer.

However, that isn’t always the case. A 2020 Genesys report found that despite rising personalization, thanks to technology, 48 percent of customers still note a “distinct lack” of compassion in how they are treated.

That is why reassurance statements – as well as acknowledgment and empathy statements – are central to a contact center script. They instil these values into the service process and urge agents to always put the customer first.

Here are eleven examples of gold standard customer service statements and how they work together.

Effective Reassurance Statements for Customer Service Professionals

Here are five reassurance statements for nearly any service situation, handy for when an agent needs to make the customer feel more at ease and work through the problem.

  1. “Take as long as you need. I am here to assist you.”

When individuals are agitated, nervous, or upset, they often talk faster. This might make it harder for the agent to comprehend the situation’s specifics fully. The agent should assure the customer that everything will be all right if they seem too anxious and are in a hurry to communicate.

  1. “I’d be delighted to help you.”

This simple statement can help de-escalate a scenario while also reassuring the customer. It displays a sort of quiet confidence that the agent is well-versed in issues like these and that they can find a resolution in no time.

  1. “Your experience has been undeniably unsatisfactory. I will ensure that this problem is addressed.”

Before reassuring the customer, the agent recognizes — and admits — that there is a problem. The statement contains a promise, which instils confidence, while the word “ensure” is employed to inspire enthusiasm.

  1. “Don’t worry, you have the best person on the phone to assist you.”

By reassuring the customer that the agent is the proper person for the task, they increase confidence in a speedy and effective resolution. However, agents must only employ such a remark when they are confident of their capacity to resolve the customer’s concern. If not, this may lead to unmet expectations.

  1. “Let’s figure out how we can solve this together.”

When the agent states this, they admit that the customer needs assistance, assuring them that they can resolve the issue. It also involves the customer in the act of problem resolution, making them feel less helpless or frustrated.

Statements That Help Display Empathy for Customer Service Professionals

Empathy helps a customer feel like the agent knows what they are going through. Here are some excellent statements to help demonstrate this:

  1. “Thank you for reaching out to me about this.”

Practical expressions of empathy reflect gratitude for the customer’s interaction. Thanking a customer for reaching out acknowledges their initiative and shows appreciation for not moving on to the competition.

  1. “You are absolutely correct.”

Respect and compassion for the customer’s viewpoints reflect the agent’s concern for their issue.

  1. “I’m sorry you had to go through this….”

Apologizing isn’t the same as admitting wrongdoing. Apologizing to a dissatisfied customer is a terrific approach to restore the customer-company connection.

The following video provides many more excellent examples of customer service empathy statements.

Statements That Show Acknowledgement for Customer Service Professionals

Recognition validates how the other person feels. It comes before empathy when the agent demonstrates that they have not only heard but have also understood the customer. Some of the best statements to convey this are:

  1. “I cannot even fathom how distressing it must be to….”

This acknowledgment statement may seem negative, but it conveys to customers that their grievances are noted. This sentence instantly shows to the customer that the company is aware of their situation and is ready to initiate positive and immediate action.

  1. “I recognize the difficulty of the issue, but let’s strive to find a resolution.”

This statement recognizes the issue and a willingness to provide solutions. It is also a balanced opener that places the customer’s emotions at the center of the dialogue.

  1. “What you have gone through is equally unacceptable to us as it is to you.”

This remark effectively addresses the issue while retaining a professional tone of voice. It utilizes “we” as part of business terminology, and the agent might further personalize the sentence to foster rapport.

Together, acknowledgment, empathy, and reassurance statements form the bedrock of call center etiquette, and should be factored in when training agents and creating scripts.


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