“I didn’t feel the person really cared about my problem” - have you ever received feedback like that on a customer support survey?

It isn’t uncommon for us to see that we solved the problem really well, but lack of empathy phrases in your customer support messages made them feel that way.

To ensure that lack of empathy doesn’t result into a negative feedback or an unsatisfied customer - make sure to try out these customer service empathy phrases.

50+ Examples of Customer Service Empathy Phrase for Chat

1. Oh {customer name}, that sounds urgent! Let me see what I can do for you to resolve this asap. {customer name}, I’m really sorry that you had to deal with {issue}. I am going to do my best to fix this for you.
2. I know how difficult this must be for you {customer name}.
3. I really do appreciate where you are coming from {customer name}.
4. Yes, I do understand your concern. Let me see what I can do to help you.
5. We are going to do everything to make sure that doesn’t happen again {customer name}
6. I understand
7. I am sorry to hear that
8. I am sorry to hear that {issue} happened, I can assure you that it won’t happen as we {fixed something}.
9. Oh no {customer name}! That’s terrible.
10. I hate when that happens too.
11. Just to be clear, you have {an issue with something}.
12. Alright, I got you covered.
13. Just to be sure, you are facing {issue} {with something}.
14. I am looking at the {part of the problem} and to see if {something} is causing the {problem}
15. Tell me more about {the problem}
16. I can’t believe that you had this experience with our product. We never want to our customers to experience {problem} with our product
17. What can I do to help you feel better? We will do our best to resolve it.
18. Alright, I got you.
19. Tell me more about that.
20. Thank you for taking the time to chat with us
21. What would be the ideal outcome for you here?
22. Oh no! I am so sorry that this happened to you. If it happened to me, I’d be frustrated too. But don’t worry, I will do my best to help you.
23. I am not able to do that (instead of saying “I can do that”)
24. I need some more information from you so that we can get this resolved
25. I understand you {customer name}
26. That’s awful, sounds like if the {issue}isn’t resolved, you won’t be able to {do something}.
27. I am sorry that you had to stay on hold for so long, we are trying to {do something}
28. Thank you for bringing this issue to our attention
29. {customer name}, have you tried {solution}?
30. We have escalated your issue with our team. We expect this to be resolved by {date}.
31. We understand how this must feel.
32. If I am correctly understanding your {issue}, {customer name} you are…
33. Give me a minute to figure it out for you
34. We don’t usually get {an issue} like yours. I will try to find a solution that can resolve this {issue}.
35. It looks like you encountered {an uncommon issue}, what you need to do is to {solution}.
36. You’re right, this is not common
37. Thanks for your suggestions {customer name}, I think our team would find your feedback very helpful.
38. Hi {customer name}, I’d be more than happy to help you with the {problem}.
39. Good {morning/afternoon/evening} {customer name}! Thanks for reaching out, I see that you are facing {an issue} with {something}.
40. Good {morning/afternoon/evening} {customer name}! Thanks for sharing the feedback with us. We really appreciate it. Your experience {with something} will help our teams better resolve {the issue} in future.
41. I see, you need this issue to be resolved as soon as possible. The normal resolution time is {72} hours, but I’ll escalate this issue so that it gets resolved within {48} hours.
42. {customer name}, you might find {solution} helpful.
43. Just to make sure we are on the same page {customer name}, you would want to select a plan that’s more appropriate for your company. Right?
44. Thanks for reaching out regarding {the issue}, I assure you that this issue will be resolved.
45. I would like to once again apologize for the inconvenience {this issue} might have caused. Thank you for being so patient while we worked on it.
46. {customer name}, we value you as a customer. Hope you have a great rest of your day.
47. {customer name}, I appreciate your patience.
48. Personally, I would recommend that you {do something}.
49. {customer name}, I see that you are spending a lot more than you should. We typically see that customers who do {something} save up to (50%} on their spend.
50. {customer name}, let’s see what I can do for you.

Example of Empathy Phrases for Customer Service for Using in Emails

Here’s an email example that shows how to use these empathy phrases for customer service in an email while writing to a customer.

Empathy Phrases for Customer Service - Email Example

Hi {customer name},

Thank you for reaching out to us regarding {your issue}. I went through your {details} and noticed a big {issue} and I can understand how this could be frustrating {due to time sensitive nature}.

While I have resolved the issue, I wanted to make sure that you don’t face the same issue again in future. I reached out to the local office and discovered that due to a malfunctioning system you had to {face this issue}. Hence, I can confirm that you that this is unlikely to repeat and you can stay worry free while you {shop} with us again!

We take extreme pride in the customer service that we provide, so I am deeply sorry that you had to go through this to get {a resolution}. To show how much we appreciate you here’s a {coupon/discount/etc} for {your next purchase/billing}.

Best Regards, {your name}