Empathy statements vary from one situation to the other. 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. Instead of saying “I don’t understand” or “I’m not following,” tell them “I really want to help here. Here are some of the exact phrases I share in my training sessions: 7 Phrases That Convey Empathy to… “I know how you feel.”. Understand priorities. The three main parts of a holding statement are as follows. You don't want to offend the rogue attendee, but you should be firm. Help her see what you do — that she is an amazing person who is worthy of love. Doing so will pull you back into the moment, and will help you remember what’s unique about your customer’s situation. That is, how to make the customer feel heard, respected and understood when they voice a problem or complaint. Any problem immersed in empathy becomes soluble. 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]. Empathy is like a universal solvent. Is that right?”, “Is there anything else you want to share?”. “I understand how you feel, that must be very frustrating…” “Many of our customers felt better after trying…” etc. You simply have to be mindful of how you approach it. But step into your prospect’s shoes for a moment. Reassure them that we will take care of the concern and work on getting the console back to them as soon as possible. Here are some examples of empathy statements that can be used to acknowledge or validate consumer pain points. HubSpot uses the information you provide to us to contact you about our relevant content, products, and services. Use the empathetic statements below to slow down and restate the customer’s concern. The infographic below highlights 12 positive phrases and empathy statements to use for improving customer satisfaction. Your response instantly feels personalized to their concerns and you’ve shown that you really listened to their question. The words we choose to use, when speaking, have an enormous influence on a listener’s experience of the interaction. To save you both time and discomfort, set expectations before you begin a phone conversation or in-person demonstration. 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. The List. This is a question you should be asking at every stage of the sales process. Stop and acknowledge the praise they’ve given you with “I’m glad to hear that” or “I’m so glad we’ve met X need with Y service.” You want to make your prospect feel heard and acknowledged, and that doesn’t stop when they’re complimenting you. ", "Is [product/solution] is meeting your needs? “Thanks for giving me a moment of your time, [name].” Your work doesn't end once you've closed the deal. That allows you to speak to those affected directly and also helps reassure other communities who aren’t involved. By validating their concerns before giving a well-worn rebuttal or solution, you’ll build trust and rapport. Whatever you do, just make sure you don’t diminish the other person’s experience or make it all about you. An empathy statement is a short phrase that you can use to create a connection with the person you are conversing with. Let them know their interruptions are welcome and encouraged, and you’ll enjoy an open and honest conversation with your prospect. If they have a question about the block of customer service hours they’re allotted each month, or if they’re having trouble logging into your product during their trial, reply with a friendly, “I can help with that.”. A Letter to Trump Voters on Your Recent Loss, I was married to a narcissist for 12 years — and I had NO idea. Successfully building a rapport with customers over the phone is very important to providing a good service or increasing sales. Expressing empathy via a telephone is extremely hard as opposed to face to face contact. 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. I recently got the shipping calculator to work for our international shipping....imagine that adding the third product puts the total shipping dimensions over the limit Empathize – People will be experiencing some loss or interruption because of the event so acknowledge this hurt. Validate their frustration before telling them what you’re going to do about it. It may not be useful to remember these acknowledgement statements word-for-word, as it removes authenticity and … This list of statements has been designed to incorporate words/feelings for what you are experiencing in hearing another persons’ pain. Five Empathy Statements to Use in Customer Service. Many people struggle with vulnerability because they have been burned before. … as voted on by our readers. Whether customers call about a problem or complaint, your job is to make them feel heard, respected and understood. Are we still ticking off all the boxes for you? “This too shall pass.”. It’ll surprise and delight your prospect and serve as an indicator of success for you. Empathize – People will be experiencing some loss or interruption because of the event so acknowledge this hurt. I can picture what you are saying and believe me if ill be in your situation i'd feel the same way.. Theres nothing more difficult that to have certain issues on the phone that you are using everyday, be it for business or personal, i understand how you feel. They want someone to take interest in their story and understand how they are feeling. If I’m understanding you correctly… 22. When your prospect is facing a roadblock -- in their work, with your product/service, or in the sales process -- don’t just be empathetic, offer a solution. Here are some examples of what this sounds like: Sometimes, it’s okay to simply admit you don’t know what to say or that you’re having a hard time imagining what it would be like to experience what the other person is going through. The words we choose to use, when speaking, have an enormous influence on a listener’s experience of the interaction. Do everything you can to make your prospect feel supported through it all. This is another question to ask often throughout the sales process. Writing a Holding Statement. If they’re looking for a new vendor so soon, your prospect is probably dealing with some fallout on their end, so a little humor will be appreciated before you get serious about what their needs are. Assurance statements are actually words or statements that will assure and appease customers that help will be provided and their concerns, issues and problems will be resolved. This list of statements has been designed to incorporate words/feelings for what you are experiencing in hearing another persons’ pain. For example, if your product experienced a bug during the prospect’s free trial and they’re frustrated about it, respond with, “That would frustrate me too. Even if you have to take their question or issue to someone else on your team, you should remain their advocate and main point of contact. Statements need to seem natural and will become that over time. Or their budget may have been reallocated, leaving them struggling to cover the price of your product/service. Tell me more about what prompted this search for a new product/service.”. That’s what empathy looks like — connecting with the other person’s pain and trying to understand how he or she might be feeling. Your priority is to use empathy and acknowledge their feelings and find the best solution. And you’ll let the customer know their question is a priority. “Something better is … I’ll send it to you after our call.”. Let the person know you appreciate her sharing with you and acknowledge that it might have been difficult to do so. To move a deal forward you have to create an emotional connection with your prospect. Premium plans, Connect your favorite apps to HubSpot. Did you mean to tell me X? How to make it better? Thanks for opening up to me.”. You can also use this approach when their tenure with another company is only a few months. (Pause) Let me tell you why this happened and what we’re doing to make sure it never happens again.”. When you’re determining your prospect’s needs, wants, and business goals, slip this question in. That is, how to make the customer feel heard, respected and understood when they voice a problem or complaint. We have come up with twelve acknowledgement statements designed for customer service and contact centres. If your prospect is frustrated with your product/service or with the sales process itself, start by understanding where they’re coming from. When a friend or loved one shares something difficult with you, she is mostly looking for someone to listen. When you do these things, it helps the other person feel loved and supported. This is starkly apparent in customer service where negative words and sentiments can potentially disturb a customer and cause additional upset. Dr. Jack Coulehan: "Most doctors acknowledge that personal encounters with patients constitute the most satisfying aspect of their professional lives. 1. They want validation that what they are going through is difficult. 31 Empathetic Statements that Show You Care: It is hard. Understanding other people's emotions is a key skill in the workplace. Show you care by asking questions and showing a genuine interest in what they have to say. Customer complaints and problems can be solved faster if you make use of empathy statements. One of the biggest problems I find in communication is that many people don’t acknowledge the other person’s feelings. Conclusion Making E.A.R. When it comes to empathy, actions often speak louder than words. Remember they’re considering your product/service for the first time, and show them you understand where they’re coming from. In these situations, clearly communicate what you’re doing to get them the information they’ve asked for. It’s your job to honor that and respond with care. Acknowledgement, Empathy, Reassurance (AER) Refresher Training Let's see some examples! Want to read this story later? 18. Perhaps the best thing you can do is to acknowledge how the other person feels. End your initial conversation with, “Here are the steps I’m going to take to find an answer for you.” Then, check in every few days with an update of: “Here’s what I’ve been doing to find an answer to your question about our update timeline for X feature.”. Instead, it often minimizes the other person’s pain and does little to connect with how he or she is feeling. 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. This is starkly apparent in customer service where negative words and sentiments can potentially disturb a customer and cause additional upset. For example, if your prospect is expressing concern that a competitor offers a feature you don’t, reply with, “You’re right, we don’t have X feature. Once you put yourself in the other person’s shoes, what do you say? 24. 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 Going through difficulties can be terribly isolating and lonely. Does your prospect have a problem you can help them with immediately? If your idea of empathy is throwing an “uh-huh” or “I see” into your conversations every few minutes, think again. 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.". One tip to do this is to understand their priorities. For every repair call, don’t forget to acknowledge and empathize with your customer. For trusting me with this but step into your prospect you understand ( or are trying understand! You appreciate her sharing with you and acknowledge their feelings are validated selling is to acknowledge that might... 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