Empathy statements

During my time (year and a half) as a call center agent, one of the most powerful tools I developed was the ability to build quick, meaningful rapport with customers—even in high-pressure situations. A key part of this success came from mastering empathy statements. These expressions didn’t just improve my customer interactions—they consistently boosted my performance metrics and client satisfaction scores. For that reason, I’ve compiled a list that worked best for me.

Whether you’re just starting in customer service or looking to refine your communication skills, these phrases can help you connect more authentically, de-escalate tension, and deliver support with confidence and compassion. Feel free to adapt them to your tone and context—they’re meant to serve as flexible tools to improve our communication skills

Greetings [and verification]

  • Thank you for calling. My name is xxx How can I help you?
  • Can I take your full name please? and your best contact phone number?
  • For security purpose could you please give me your…?
  • For the quickest resolution, I would request you to provide me some information

First contact

  • I’m really sorry about that. If you give me [details required], I’ll do my best to fix this for you.
  • “I’m sorry to hear that you are having trouble.”
  • “I’m sorry you’ve had to deal with this.”
  • “I understand how that could be frustrating.”
  • I’m so sorry about the confusion. Let’s see what I can do to fix it.
  • I understand how frustrating that must have been.
  • I would feel the same way if that happened to me.
  • I’m sorry you are having this problem with
  • “I realize how upsetting this must be.
  • If I were in your situation, I would feel exactly the same way you do.
  • I realize how complicated we’ve made things for you.
  • I would be asking exactly the same questions as you are.
  • If I were in your position, I would feel the same way.
  • I know how confusing that must have been.
  • “I realize that this situation is difficult, but let’s try and find a solution.”
  • “I would feel the same in your situation, but we will sort this out…”
  • You’re right, this shouldn’t have happened
  • “Oh! That sounds really challenging.”
  • “I can understand how that would be difficult.”
  • “I’m sorry you’ve had to deal with this…”

Acknowledge

  • “I want to make sure that I have a full understanding of what you’re telling me. I’m hearing that…”
  • “Thank you so much for notifying us about the issue.”
  • “I have experienced a similar problem recently, so I understand what you are saying. Let me see what I can do to help you out.
  • Let me see if I can find out exactly what happened so we can sort this out for you.
  • That’s a great question
  • “I’d be asking these same questions.”
  • “I’ve had something like this happen before — I know how frustrating it can feel.”
  • “I get how this could be confusing.”
  • “Can you tell me a little more about it, please?”
  • “For me to… it would be brilliant if you could give me just a few more details on…”
  • “If I am understanding correctly…”
  • Let me know if I’ve properly understood your problem
  • “I’m sorry you are having this problem with […] . Let’s see if there is anything we can do to help the situation.”

Working time

  • “I’ll get back to you as soon as possible.”
  • “I really appreciate your patience.”
  • I can highly recommend…
  • I’m looking into your problem right now
  • “Would you be happy for me to put you on hold for a minute or two, while I quickly retrieve your details?”
  • “I will send over the link to the email address that we have on our system and, if you would like, I can go through the rest of the process with you.”
  • Let me find out… “

Recap

  • “When I am done, if I have got something wrong, I would appreciate it if you would correct me, if that is ok?”
  • “Is there anything else that I can help you with?”
  • Is there anything else I can do to help? As I mentioned [desired outcome] by [date].
  • Again, I’m so sorry about what happened. If you have any other issues, please let us know.
  • “This should be fixed by the end of the weekend, Mr Smith.”
  • “Do let us know if you have any further questions, Mr Smith.”
  • It would be ideal, considering your situation…
  • So, what I understand so far is… it would be great if you could tell me a bit more about…”
  • “I wish I could make it better.”
  • I appreciate your patience on this. Please let me know if I can provide any other additional support

Finishing

  • “Absolutely, I’d be happy to assist you with that today”
  • “I’m happy to help!”
  • Thank you for contacting us, and please reach out again if you need anything else. Have a great day!
  • Feel free to contact us again if you have questions. Have a great day!
  • enjoy the rest of your day
  • I hope you enjoy your…
  • “Please let us know if you have additional questions.”
  • “Thanks for calling, and if you have any additional questions, please call us.”
  • “Have a nice time
  • Take care

Just empathy

  • sir madam
  • We are on the same page
  • I will definitely make sure that it gets sorted…
  • I absolutely agree with you…
  • I can certainly help you…
  • That is exactly right…
  • I completely agree with you…
  • That is a fantastic way to look at it…
  • Great news!
  • Marvellous choice…
  • That is an excellent suggestion…
  • Splendid! All that is left to do now…
  • Yes, it is essential that you do this today…
  • That is a very generous offer…
  • Thanks, we try our best to provide a friendly service…
  • That’s impressive, Mrs Smith…
  • That it is an interesting idea…
  • Brilliant! I’m glad I was able to sort that for you…
  • Yes, it is an exciting and popular new service…
  • I think that’s a terrific option…
  • That is fascinating…
  • You certainly are an expert on this…
  • That is personally my favourite option…
  • “Thanks, it is great that you alerted us to this.”
  • “You are absolutely correct. Let’s look into this.”
  • “Definitely, I will make sure that this gets resolved for you.”
  • “All you need to do is to just…”
  • “A simple way / method to change it will be to…”
  • “As soon as you receive…”
  • “What I’m doing for you now is…”
  • “Don’t worry, I often make that mistake myself.”
  • “I recommend that you (INSERT ACTION), Mrs Smith, so that I can take further action without delay.”
  • “Let’s see what we can do to fix this, Mrs Brown…”
  • “I recognize the difficulty of the issue, but let’s strive to find a resolution.”
  • “What you have gone through is equally as unacceptable to us as it is to you.”
  • “Now that I am aware of the situation with your [insert product/ service], I will definitely do my best to fix it for you.”
  • Goodbye, Mr/Mrs [INSERT CUSTOMER NAME], thank you for calling.
  • “I’m happy to let you know…”
  • “I’m happy that I was able to assist you today
  • “I hope I was able to help you with your concern”
  • “I suggest that you…
  • “The issue will be fixed completely in two business days.”
  • “I have encountered a similar issue, so I understand quite better. Let me check the best way I can help you with.”