Comments on: Empathy Statements for Customer Service Representatives https://www.customerservicemanager.com/empathy-statements-for-customer-service-representatives/ The Magazine for Customer Service Managers & Professionals Fri, 21 Oct 2022 13:58:56 +0000 hourly 1 By: Kevin Gayoso https://www.customerservicemanager.com/empathy-statements-for-customer-service-representatives/#comment-10218 Fri, 14 Apr 2017 12:04:34 +0000 http://www.customerservicemanager.com/csm210469/?p=854#comment-10218 I have learned additional information about Customer Service. This is so helpful. Thank you so much.

]]> By: Tish https://www.customerservicemanager.com/empathy-statements-for-customer-service-representatives/#comment-9477 Fri, 17 Feb 2017 17:00:40 +0000 http://www.customerservicemanager.com/csm210469/?p=854#comment-9477 Thank you for this info. Very helpful!

]]> By: JD https://www.customerservicemanager.com/empathy-statements-for-customer-service-representatives/#comment-7836 Wed, 02 Nov 2016 07:28:17 +0000 http://www.customerservicemanager.com/csm210469/?p=854#comment-7836 This is a big help! Thank you so much 🙂

]]> By: Larry Kennedy https://www.customerservicemanager.com/empathy-statements-for-customer-service-representatives/#comment-7757 Sun, 23 Oct 2016 19:55:00 +0000 http://www.customerservicemanager.com/csm210469/?p=854#comment-7757 Fake empathy is detrimental on calls. Nothing frustrates me more than canned empathy. It’s not only insincere but insulting. A good customer service rep should be able to distinguish which interaction will benefit with empathy and the ones that dont. I have questioned hundreds of people over the years regarding this and the concensus is the majority of us could careless if the representative expresses concern. Just fix our issues without unnecessary drawn out empathize statements. Focus on the customer and what they’re calling in about. Quickly acknowledge the the concern, ensure the customer you will resolve the issue (insert a tiny sincere empathetic word or two) and respect the customers time. Today people are in a hurry so stop wasting our time. For the companies that insist on making empathy a grading metric stop it!!! Research not only mine but other sources indicate that over 85% of the people prefer to call and have a pleasant representative assist them in a timely fashion and most importantly one that will listen. I know out of experience that the stresses of ensuring that I gave empathize made it hard to listen carefully to the entirety of the call not just for queued to respond empathetically. I hope to change the industry’s perception of empathy and it’s benefits for two reasons. First for the customer stand point if it’s not sincere, dont bother. Lastly for the representative it creates a level of stress that distracts from their primary job duty of serving the customers’ needs.

Thank you for your time.

Larry Kennedy
Customer service guru and all around great guy.

]]> By: brian https://www.customerservicemanager.com/empathy-statements-for-customer-service-representatives/#comment-7047 Fri, 19 Aug 2016 12:40:52 +0000 http://www.customerservicemanager.com/csm210469/?p=854#comment-7047 thanks! 🙂

]]> By: Kitsoy https://www.customerservicemanager.com/empathy-statements-for-customer-service-representatives/#comment-6449 Thu, 28 Jul 2016 13:10:34 +0000 http://www.customerservicemanager.com/csm210469/?p=854#comment-6449 Funny but some of the scripts are exactly the same to what we have in our RT. Lol

]]> By: Josue https://www.customerservicemanager.com/empathy-statements-for-customer-service-representatives/#comment-6080 Sat, 09 Jul 2016 22:30:00 +0000 http://www.customerservicemanager.com/csm210469/?p=854#comment-6080 Thanks, I can assure this will help me a lot

]]> By: rochelle goins https://www.customerservicemanager.com/empathy-statements-for-customer-service-representatives/#comment-5868 Wed, 15 Jun 2016 18:01:04 +0000 http://www.customerservicemanager.com/csm210469/?p=854#comment-5868 VERY HELPFUL!!!!

]]> By: Chasity https://www.customerservicemanager.com/empathy-statements-for-customer-service-representatives/#comment-5867 Wed, 15 Jun 2016 15:01:48 +0000 http://www.customerservicemanager.com/csm210469/?p=854#comment-5867 Very helpful! Thanks!

]]> By: Cynthia Robinson https://www.customerservicemanager.com/empathy-statements-for-customer-service-representatives/#comment-5741 Sat, 04 Jun 2016 20:54:46 +0000 http://www.customerservicemanager.com/csm210469/?p=854#comment-5741 Thank you for this information. I really need this.

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