Emphaty Statements

 “I understand that is important for you to (Member’s Inquiry)”

 “ I know that to get information about (Member’s inquiry) is important
for you so let me do my best to help you”
 “I understand that for you (hesitate member’s inquiry) is important for
you and I Can definetely help you with that”
 “It will be my pleassure assist you today with (example : Giving you
information about your elegibility) let me help you with that”
 When the member is complaining about something “I totally
understand Mr(Ms) If I were you I would feel the same way”
 I can completly understand what are you goint through but Here is
what I will be doing to help you out with ….
 I apologize for that inconvenience. Let me see what I can do for you
today…
 I will definitely be able to help you with that today …
 I can understand that this situation makes you feel upset and I will
work in order to help you today in that…
 Is there anything else I can do for you today?
 I want to make sure you get all the information that you have told me
today
 I will help you get this issue resolved
 This (Service Form, letter,bill, payment) should be updated by the end
of the week , weekend*(according with the dates that we have for a
procedure)
 Let me know is you have any aditional question , Mr…
 I can see how difficult this issue has been. But I am going to do
everything I can to help you
 I am so glad you contact us. I will be pleased to help you today
 I undestand your situation and know that this is something very
important to you
 Correct me if I am wrong, you need …….
 I appreciate your time and patience until know I…..
 Could you give a minute while I search the information you are asking
me today
 I can see what the problem was with your .. (bill,policy,coverage)
 I can imagine that this has affect you but I am going to do my best to
help you today with ….