Posted in Marketing and Strategy Terms, Total Reads: 1389
Definition: Empathetic Statements
Empathetic Statements are the statements designed specifically to gather more information from the customers or to clarify the existing information in a subtle way in order not to hurt their feelings. These statements encourage the speaker to talk, to elaborate on his or her comments, so that further information is obtained. These statements also indicate the listener that his statements have been given importance.
Empathy statements are different from rephrasing statements. While the rephrasing statements clarify the customer’s imprecise statements and requests for additional information, they do not empathize with the customer’s situation. Empathy statements, on the other hand, help in reducing the feeling of resentment and help to calm down an angry customer apart from understanding the problems from the customer’s perspective. They enhance the customer to provide further information without losing their temper and express them that their problems are being valued and that they mean a lot to the company.
Empathy statements label the speaker’s feelings as acceptable, understandable and valid. Rephrasing feelings and emotions from the main speaker forms an empathetic statement. These statements are commonly used in the field of customer service. Some examples of these statements are, “I understand how frustrating it would have been for you”, “I am extremely sorry to hear that”, “I appreciate your patience on this”.
These statements have a great impact in involving the customer and make him more eager to adapt to the solutions proposed. These are the easiest kind of validation to use.