Empathy Statement
Back to: Mastering Call Flow (Phase 1)
Empathy & Rapport – Listening for calls where the agents display genuine empathy for customers and their experience and try building positive rapport with the customer.
Use several of these Empathy statements in your call.
✓ I understand how frustrating it must be to wait this long for your tech appointment.
✓ If I were in your position, I would be upset too.
✓ I’m so glad you contacted us about this; it’s important that we get it fixed.
✓ I know you’ve spent a lot of time one this already.
✓ Your patience here has been so important.
✓ After all this, anyone would be frustrated.
✓ So, what I hear you saying is..
✓ It makes total sense that you would be frustrated with this..
✓ It has to be difficult to deal with this..
✓ It’s perfectly normal to feel frustrated in a situation like this..
✓ I’ve been there, tech issues are never fun..
✓ I know your time is valuable..
✓ I can totally see why you would be upset..
✓ If the roles were reversed, I would be just as upset as you..