What are empathy statements?

Empathy statements are polite and respectful statements that show a person's understanding and care for another individual's problems. Customer service representatives use empathy statements to help customers resolve complaints and issues about a product or service.

When showing empathy to another person, it is important to listen carefully and quietly without interrupting and to remain positive and polite, even if the other person is confrontational or rude. When speaking, offer phrases such as "I understand how you feel" or "That must have been disappointing for you." Maintain an even tone of voice and positive body language when making empathy statements to reassure the speaker.