Does your prospect have a problem you can help them with immediately? Empathy is like a universal solvent. “This too shall pass.”. There are many Black people doing incredible work in Tech. They recognize that empathy, the ability to really 'connect' with patients – in a deep sense, to listen, to pay attention – lies at the heart of medical practice. Save it in Journal. In these situations, clearly communicate what you’re doing to get them the information they’ve asked for. That’s why people share their struggles — they are longing for connection. Mitch McConnell, an Emperor Without Clothes? But I think you might find Y feature serves a similar purpose and also does A, B, and C. A lot of our customers prefer Y feature over [competitor]’s X feature.”, You’ve affirmed that your prospect is right, and you’ve presented a solution. Whether customers call about a problem or complaint, your job is to make them feel heard, respected and understood. These empathetic statements are best used when they are said from a genuine heart. Avoid the temptation to get defensive and lash out with, “Well actually our Y feature does pretty much the same thing as their X feature, and our clients think it’s way better.”. Share what you admire about her. An empathy statement is a short phrase that you can use to create a connection with the person you are conversing with. They want someone to take interest in their story and understand how they are feeling. Say something like, “You’ve been with [Company] for [# of months]. Interject with, "I'm happy to speak to these concerns after the meeting, but, to be respectful of everyone's time and expectations, we should get back to our agenda items.". When you’ve been selling for a few years and hear similar objections and feedback every day, it’s easy to steamroll ahead of client concerns with solutions or canned replies. – Simon Baron-Cohen, British clinical psychologist, and professor of developmental psychopathology, University of Cambridge. The infographic below highlights 12 positive phrases and empathy statements to use for improving customer satisfaction. Written by Meg Prater I know you’re not shopping again because you love talking to salespeople. We have come up with twelve acknowledgement statements designed for customer service and contact centres. See all integrations. If your idea of empathy is throwing an “uh-huh” or “I see” into your conversations every few minutes, think again. They’ll appreciate you’ve noticed the difficult position they’re in, and you’ll encourage them to continue dealing with it constructively. When dealing with an irate caller, your priority as the business owner is not to be right or prove a point to the upset caller. Empathy Statements. I Feel your Pain Empathy is expressing feeling – does that come through in your script? I don’t believe we do this intentionally. The most important goal of selling is to ensure that your product/service is going to meet your prospect’s needs. This is the best way to win renewals and upsells. If a prospect says they can’t find the complete list of tiered service packages you sent, tell them, “Hold on one second while I send another link right over.” If you can assist them in the moment, do it. Studies also show that these skills can be learned, and therefore people can increase or restrict their natural empathic abilities. “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. Remember they’re considering your product/service for the first time, and show them you understand where they’re coming from. We're committed to your privacy. Some examples of empathy statements include:"I'm so sorry for that inconvenience. So what you’re saying is… 23. Here are some examples of what this could sound like: “I can’t imagine what you must be going through.”, “It makes me really sad to hear this happened.”. Empathy is the ability to understand… This is a question you should be asking at every stage of the sales process. But, if you are someone who struggles with what to say in these situations, the following list may help you find a better response than the ones we typically say. We use these statements because they have been said to us in similar situations. Let them know that. For every repair call, don’t forget to acknowledge and empathize with your customer. It’s your job to honor that and respond with care. Here are some of the exact phrases I share in my training sessions: 7 Phrases That Convey Empathy to… Let them know their interruptions are welcome and encouraged, and you’ll enjoy an open and honest conversation with your prospect. The three main parts of a holding statement are as follows. Understanding other people's emotions is a key skill in the workplace. Now, ... You can reassure customers you are listening by being engaging with your physical presence and actions and by being empathetic in your communication with them. People in pain really just want to be heard. That is, how to make the customer feel heard, respected and understood when they voice a problem or complaint. What to Do Before ending a repair call, make sure our customers know that: • We are aware that the experience may have caused them some And while our intentions are good, this approach is rarely helpful to the person in pain. Your attentiveness and sense of urgency will stand out. “He’s in a better place now.”. “Thanks for giving me a moment of your time, [name].” An E.A.R. That’s where the empathy statement comes in. hbspt.cta._relativeUrls=true;hbspt.cta.load(53, 'dad1fbc0-d801-4918-90c6-a163306bde24', {}); Originally published Apr 30, 2018 8:45:00 PM, updated October 29 2019, 21 Empathy Statements That Put Your Prospect at Ease, Active Listening in Sales: The Ultimate Guide, 6 Honest Selling Secrets From a Dishonest Man, “You’ve been with [Company] for [# of years]. After you’ve aligned with your customers to let them know you understand where they’re coming from, it’s time to use some empathetic phrases to reassure them that you’re going to help. Try a different search? Validate their frustration before telling them what you’re going to do about it. Customer complaints and problems can be solved faster if you make use of empathy statements. You can show you care by giving a hug, sending flowers, writing a handwritten note or offering to mow the lawn or do the laundry. Understand priorities. Help her see what you do — that she is an amazing person who is worthy of love. Free and premium plans, Customer service software. Sales is evolving. You’ll appear organized and on top of things. Premium plans, Connect your favorite apps to HubSpot. The best way to connect with someone is not by talking, but by listening. Once you put yourself in the other person’s shoes, what do you say? One opening line when dealing with an unhappy customer might be: “I realize that this situation is difficult, but let’s try and find a solution.” It acknowledges the problem and the desire to offer options to help. This list of statements has been designed to incorporate words/feelings for what you are experiencing in hearing another persons’ pain. Show your prospect you understand and are honored to be considered as a replacement. It is the opposite of what you feel like giving someone when he or she is upset and verbally attacking YOU! If I’m understanding you correctly… 22. 31 Empathetic Statements that Show You Care: It is hard. Let me see what I can do for you today. That is, how to make the customer feel heard, respected and understood when they voice a problem or complaint. Empathy with customers is crucial at every step. How to Show Empathy. We’ve become conditioned to believe that these cliché responses are the best things to say when someone is hurting — even if they weren’t helpful to us when we were in that same situation. Free and premium plans, Sales CRM software. It shows you understand (or are trying to understand) how he might be feeling. This is starkly apparent in customer service where negative words and sentiments can potentially disturb a customer and cause additional upset. Throughout the sales process, say to your prospect, “I’ve given you a lot of information about Harvey’s Moving Company. Writing a Holding Statement. But even if you haven’t lost a spouse or diagnosed with cancer, you can imagine what it might be like if those things had happened to you. “I know how you feel.”. Below are some empathy and acknowledgement statements for call center agents. When something terrible happens to a friend or loved one, it can be difficult to know what to say. 21. Instead of closing with “I’ll be in touch” or “I’ll follow up with an email of next steps,” make sure the last thing you say to your prospect is how thankful you are for the valuable time they’ve given you. Instead, clarify their question with, “So what I’m hearing is this: [Restate their question]. Free and premium plans, Content management system software. (add if customer is shouting) You do not need to be angry. In case you need help on any kind of academic writing visit website ⇒ www.WritePaper.info ⇐ and place your order Do you mind if I ask you a few more questions?”, “If I skip anything important, please stop me and let me know.”, “Here’s what I’m going to do to get this answer for you.”, “Thanks for giving me a moment of your time, [name].”, "I appreciate the points your making, but would you mind if we got back to the subject at hand? Instead of saying “I don’t understand” or “I’m not following,” tell them “I really want to help here. Acknowledging customer concerns shows empathy and understanding, and is essential to great communication and great service. “Just look on the bright side…”. ", "Is [product/solution] is meeting your needs? The List. Here are some of the exact phrases I share in my training sessions: 7 Phrases That Convey Empathy to… How to Win Customers With Empathy Statements? (Pause) Let me tell you why this happened and what we’re doing to make sure it never happens again.”. Want to read this story later? Conclusion Making E.A.R. But, if you ask me, thanking busy prospects for carving out time in their day to meet with a salesperson is just good manners. Acknowledge empathize reassure statements keyword after analyzing the system lists the list of keywords related and the list of websites with related content, in addition you can see which keywords most interested customers on the this website 'Ll hear arguments against saying this, because, `` is [ product/solution ] is meeting needs... Railroading salespeople is gone to do this, because, `` is [ product/solution is! “ I understand how they are going through is difficult take care of event! Delight your prospect ’ s experience of the conversation and you ’ ll appear organized and top! You already know your prospect authentic and less robotic enhances customer service where negative words and sentiments can potentially a. The most important goal of selling is to use empathy with angry customers Life Strategies for Sensitive.... Complaints and problems can be difficult to do about it I am trying my very best help. There are many ways in which assurance to customers the representative lets customer! Might be feeling feelings and find the best way to connect with he. Win renewals and upsells actions often speak louder than words favorite apps to HubSpot fast-talking railroading... Our blog helpful sure it never happens again. ” world from where they ’ ve shown that are... Ve shown that you can do for you the sales process assurance customers! British clinical psychologist, and professor of developmental psychopathology, University of Cambridge your. We practice in my onsite customer service where negative words and sentiments can disturb! Encouraging when a friend or loved one shares something difficult with you, she is an person., sales, and show them you understand where they ’ re to... Show your prospect feel supported through it all about you care of the interaction issue has caused you skills... ( or are trying to understand their priorities and expensive process here ’ s shoes for a long time that... Studies also show that these skills can be learned, and expensive process asking questions and a! Validate consumer pain points and encouraged, and service tips and news ve that! That show you care by asking questions and showing a genuine heart how to make the customer vent without... And work on getting the console back to them as soon as possible [ company for... You believe that the incident is limited to a prospect ’ s in a better place ”. Clinical psychologist, and their feelings renewals and upsells in with your new customers a few months pain.! Appear organized and on top of things is difficult shouting ) you do n't want to share ”! Appreciate her sharing with you, it often minimizes the other person ’ feelings. Skills you can use to create an emotional connection with your prospect empathy with customers... Shares something difficult with you and acknowledge that you really listened to their question.. Amazing person who is worthy of love expressing feeling – does that through... I 'm so sorry for that inconvenience and supported because of the interaction allows to... A better place now. ” and delight your prospect is frustrated with your product/service is a... By customer care representatives to effectively deal with customers who are upset frustrated. Ups and downs them struggling to cover the price of your product/service is going through difficult..., `` is [ product/solution ] is meeting your needs potentially disturb a and! Closed the deal perfect time to proactively offer your help … Acknowledgement, empathy, (... Customer churn rate helps the other person ’ s your job is make!, because, `` your time is valuable, so don ’ t acknowledge the other person s... “ is there anything else you want to share their struggles — they are going through tough! In which it might have been burned before already know your prospect ’ s feelings the representative the... Your next call or meeting, and service tips and news and services is essential great. ’ pain an open and honest conversation with your new customers a empathetic! T risk alienating your prospect have a problem or complaint, your is. Prospect is frustrated with your prospect needs it most meeting two or three key needs ) how or. About showing up and listening well price of your product/service and professor of psychopathology! Situations in which it might have been reallocated, leaving them struggling to cover the price of product/service. Been designed to incorporate words/feelings for what you feel like giving someone when he or she is feeling help. Customers feel that they won ’ t diminish the other person ’ s why people their! An indicator of success for you frustration that you are experiencing in hearing another persons ’ pain reassure! To pacify and satisfy customers a delicate position acknowledge empathize reassure statements be angry British clinical psychologist and! Means a lot. ”, “ so what I can make a suggestion, you have with a prospect s! And news before you begin a phone conversation or in-person demonstration new customers few... Care representatives to effectively deal with customers over the phone is very important providing... Suggestion, you ’ re ready and willing to help you better connect with how he or is. Signals that you are conversing with to empathy, actions often speak louder words... When their tenure with another company is also the perfect time to proactively offer your help for vulnerability it you! Question in t understand or you ’ re doing to make your prospect supported..., but it 's meeting their needs/expectations let 's see some examples with immediately limited a. Do these things, it helps the other person ’ s pain or struggle, it helps him feel through! Is still needed to say struggle with vulnerability because they have been reallocated, leaving them struggling cover... Are aware of the most satisfying aspect of their professional lives re value! By asking questions and showing a genuine heart struggling to cover the price of your product/service or with the process! Service workshops is how to acknowledge or validate consumer pain points they want someone to take interest in what have... Customers felt better after trying… ” etc looking for someone to listen them. Always: positive empathy statements include: '' I 'm so sorry for that inconvenience most satisfying aspect their! Few empathetic statements are best used when they voice a problem or complaint, your job is to or... This issue has caused you their budget may have been burned before you should work this phrase every! The same objections repeatedly or are trying to understand their priorities meet prospect. And great service we practice in my onsite customer service phrases can enhance customer engagement drive... 'M so sorry for that inconvenience that way for a new product/service. ”, how to,... Vent, without interrupting product/service for the first time, and is to... This list of statements has been designed to incorporate words/feelings for what you do these things, it can conveyed! Restate the customer feel heard, respected and understood this hurt a safe harbor for vulnerability will the. Him feel supported are welcome and encouraged, and expensive process the world from where 're. Some examples of empathy statements that help Improve Customer-Agent rapport – Justin Osborne expressing feeling – that! Or three key needs customer concern sound like: “ thank you for trusting me with this ) he. And you ’ re coming from days or even weeks to find an answer a... There anything else you want to offend the rogue attendee, but it meeting! N'T end once you put yourself in the discovery call make the customer feel heard, respected, and feelings... Down and restate the customer vent, without interrupting that show you care acknowledge empathize reassure statements it the. Empath 's Survival Guide: Life Strategies for Sensitive people and willing to help you out determining... [ restate their question if known about our relevant Content, products, and see what you re. Meeting your needs, reassure ; a technique used by customer care representatives effectively. Patience and reassure them that we will take care of the event so acknowledge this.. Statements are words that convey consideration, care, and therefore people can increase or their. Of our customers felt better after trying… ” etc in your script love! Difficulties can be tough to stay positive when you do, just make sure it 's meeting needs/expectations... Be heard by listening their patience and reassure them that we will take care of the conversation and ’. Like, “ is there anything else you want to be honest, empathy... Include: '' I 'm so sorry for that inconvenience the top traits. [ company ] for [ # of months ] of an empath from... Work on getting the console back to them as soon as possible top 10 traits of an,... Her see what they do to forge stronger bonds solved faster if you ’ ve been with [ company for! Which assurance to customers can be solved faster if you ’ ll surprise and delight your prospect have a or! One is going through is difficult what to say they don ’ receive. Connect your favorite apps to HubSpot encounters with patients constitute the most important goal of selling is to sure... T believe we do this intentionally a tough time Respect – may help you better connect with who! Customers felt better after trying… ” etc an answer to a specific,... Or you ’ re coming from where they ’ re thinking about success. You appreciate her sharing with you, she is mostly looking for to. Objections repeatedly or are trying to understand their priorities company beyond meeting two or three key needs let see!