In a survey conducted by Harvard Business Review Analytic Services (HBR-AS) in 2021, 72% of CX executives said that they "understand what it is like to be one of [their] customers." However, the same survey also showed that only 35% of customers feel that brands genuinely understand them!
This shows a gap in empathy, which can be hugely detrimental to a call center’s success.
The Value of Empathy in Call Centers
Have you ever felt that a robot was responding to your call when you dialed customer service? This can often turn out to be a clear indicator of a lack of empathy. It's annoying to deal with an organization that doesn't appear to give much thought to your problems or requirements.
In the field of customer service, empathy refers to an agent's capacity to identify with a customer's state of mind.
And the direct outcome of empathy? Exceptional customer experience built on a bedrock of trust and rapport. Agents who are empathetic are able to reassure their clients better and work with them to find solutions to their problems.
But it is not enough to feel empathy; as a call center agent, you also need to be able to demonstrate empathy in your interactions.
10 Empathy Statement Examples to Add to Your Call Center Interactions
Fortunately, empathy is a skill that agents can learn and practice. Empathy statements like the following show that agents empathize with a situation and are working their hardest to solve the customer’s issues:
1. I understand how 'a' is holding you back from 'b.'
A frequently heard reply from customer service agents when a consumer expresses dissatisfaction is "I understand." But that doesn't prove that you truly grasp the problem at hand. Instead, be a little more expansive – and emphasize how the customer's issue is hindering them from achieving their goals.
2. I fully agree with what you’re saying.
An agent's best response to an upset client may be to acknowledge their sentiments. After all, whether we're feeling upset or outraged, hearing that we're in the right usually makes us feel better.
3. Let us work this out together.
Customers will feel relieved and more confident in your ability to solve the problem if you use terms like "we" and "us" often. The consumer is given the opportunity to play a role in the troubleshooting process and can offer more information.
4. If I’m understanding correctly...
The only way to really empathize with a consumer is to genuinely comprehend the specifics of their problem. To make sure you're both on the same page, you might use this phrase to reaffirm their concerns.