The Soft Skills Booster

Empathy
Empathy Statements
Once you have recognized the customer strong
emotion (cognitive level), it is important you
emotionally connect with them offering them a
culturally appropriate statement of empathy
(emotional level).

This will also be reflected in your quality

evaluations.
● Understanding
 ★ I understand what you mean.
★ I completely understand your concern.
★ I can only imagine how it must be…
★ I realize why you would think that way.
★ If I were in your position, I would feel the
same way.
★ I would be asking the same questions as
you are.
★ I would come to the same conclusion.
Understanding. ★ I can imagine how upsetting it is to …
Emotional Level ★ I know how confusing it must be when …
★ I can see how difficult/important …
★ I hear your frustration …
★ I am sorry to hear that …
★ We are sorry to hear your stay didn’t
meet your expectations.
★ That sounds as an amazing trip, you
must be excited.
After you have connected with the customer, you
can keep building on that connection, by using
additional statements relevant for that specific
situation:
● Paraphrasing
● Appreciating
● Questioning
● Suggesting & Offering
 ★ If I’m understanding you correctly, ...
★ Let me know if I'm getting what you
Paraphrasing. ★
say right.
What you’re saying is...
★ I appreciate your patience.
★ Thank you for remaining so positive.
★ I want to thank you for taking the time to
speak with me today.
★
★
Thank you for waiting so long in the line.
That’s a great idea! Appreciating.
★ I'm glad to be of help.
★ Thank you for bringing that to our
attention.
 ★ What can I do to make your experience
with us better?
★ What would be a desirable solution for
Questioning. you?
★ Is there anything else, big or small, that I
can help you with today?
★ I’d love to help you with that.
★ Give me few minutes to figure this out
for you.
★ Personally, I would recommend you to…
★
★
You can consider X.
You might find X helpful. Suggesting &
★ I think you’ll find it much easier if you will
log in to your account...
Offering.
★ I can definitely help with that.