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When Kindness Means More in Customer Service - 12/9/25


Since a large part of the work we do at CSS includes customer research, we have seen tens of thousands of comments over the years about staff, and it is great to hear the positives that customers, fans, and account holders say about our clients’ team members. One word that Read more

Don’t Create the Second Complaint - 12/2/25


Maria was upset.  Rightfully so.  The product delivery was delayed, she couldn’t get anybody on the phone, and nobody would reply to her e-mails.  So, she went down to the store, and she found a customer service representative. After the initial greeting, the employee listened to Maria’s complaint.  While Maria Read more

Refresh on the Reasons to Appreciate the Customer - 11/25/25


This is a great time of year to give thanks, not just because it’s Thanksgiving week in the United States, but also because – with 2025 coming to a close - it gives us the opportunity to do some reflecting on the recent past. The idea of reflecting on reasons Read more

Confirm the Customer is Cleared for Takeoff - 11/18/25


An airplane pilot is told when they’re “cleared for takeoff” before they begin to accelerate down the runway.  The air traffic controller (ATC) has looked at everything in front of the pilot, on the runway and in the air space, and checked to ensure the pilot is good to Read more

Build Relationships with First-timers - 11/11/25


We’ve worked with one of our sports clients for over 10 years, and although the main focus of our work is research with their fan base, we also provide informal consulting advice and guidance whenever possible.  One approach we’ve talked about on and off for years is the need Read more

Last Impression Faux Pas - 11/4/25


Rightfully so, many customer service experts harp on the importance of the first impression.  It happens quickly, and it can impact the individual’s perception of you and the organization.  We even wrote a Tip of the Week on this years ago called First Impression Faux Pas. What many people tend Read more

Familying with Customers - 10/28/25


In our transactional society, it’s hard to think about customers in the long-term.  But if we want to be as successful as we can as an individual or as a business, we need to view customers through a relationship lens. What do we need to know about them to Read more

Avoid These Techniques - 10/21/25


We had a Customer Service Tip of the Week recently that addressed gaining control of the conversation.  One of the key points was that the focus should be on gaining control of conversations in various circumstances, but trying to avoid making it your goal to gain control of the Read more

View Quality through the Customer’s Eyes - 10/14/25


Geri had been dealing with backups in the downstairs plumbing system of her house on and off for the past year.  The most recent company that she called in to unclog the pipes stated that they could send a camera down the pipes and tell her exactly where the Read more

Be Supportive, Not Defensive - 10/7/25


[An employee on the phone with a customer…] Who told you that you didn’t have to submit that form? … Bob?  Oh brother!  You see Bob is our “special” co-worker.  He seems to always tell customers the wrong thing to do, and we’re having to clean up after him.  Read more

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Empathy Examples for Everyday Situations – 12/10/24

Posted on December 10, 2024 in Customer Service Tip of the Week Please leave a comment

I’ve often said that empathy is the single most important characteristic of people who are great at customer service.  If empathy is essentially “to understand the other person,” it helps so much to have that ability in order to specifically help someone.  To talk to what’s unique about them.  To convey your knowledge of their situation or your ability to comprehend the emotions they must be feeling.

But how do you phrase your empathy to the customer in particular situations?  Here are three quick examples for you to consider and put into practice:

Acknowledging Inconvenience During a Refund Process:  A customer requests a refund and expresses annoyance about the delay in processing. The employee could say:  “I understand how inconvenient this delay must be for you. Your time is valuable, and I’ll prioritize making this process as smooth as possible moving forward.”

Understanding Frustration with a Delayed Order:  A customer calls upset about a late order.  In addition to providing the tracking information, the employee could respond:  “I can understand how frustrating it must be to wait for something you were expecting on time.  Let me look into this right away and see how we can resolve it for you.”

Calming a Customer Facing Technical Issues:  A customer is struggling to navigate an online portal and expresses irritation. The employee could say:  “I know how stressful it can be when technology doesn’t work the way we expect.  I’m here to guide you through this step-by-step so we can get it sorted out together.”

These examples show how empathy can involve acknowledging, understanding, and calming someone.  And every example has empathy, followed by a transition to the next step.

To be empathetic with the customer and also convey that understanding of them and their situation, add these everyday examples to your empathy toolkit.

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