#call scripting

What is good customer service empathy?

There was a time when being friendly was almost enough to deliver acceptable customer service. Customers had fewer options and didn’t feel as empowered to leave a company because of an unsatisfactory experience. However, those simpler times also came with rotary telephones tethered to walls and no Internet. Things have changed.

Friendliness is important. But in customer service, empathy is crucial.

A call center agent demonstrates empathy by intentionally putting themselves in the customer’s shoes and appreciating what the customer feels. It’s the result of listening to them, understanding the impact the situation is having, and showing compassion for what they’re going through. The reason for their call is the most important thing in their life at that moment. An empathetic agent not only gets that, but they also prove it to the customer.

It’s tempting, but dangerous, to believe that a lack of complaints equals customer satisfaction. You’re familiar with “quiet quitting”? It’s not just for employment. According to an article by HuffPost , only 4% of unsatisfied customers will bother to complain about their experience. They’ll simply churn. However, even though they don’t tell you they were unsatisfied, they will tell their friends.

“Companies should not view absence of feedback as a sign of satisfaction. The true enemy is indifference.”

~Esteban Kolsky, founder, ThinkJar

What is an example of an empathy statement in customer service?

The thesaurus is wrong. Empathy and sympathy are not interchangeable. Sympathy is feeling sorry for someone or their situation, sometimes with a sense of relief that you’re not in their shoes. Sympathy can create a wedge between people as one takes pity on the other’s plight. Empathy brings people closer as they share a sense of reality.

In therapy, a technique called parroting is highly effective in demonstrating empathy. Once the client explains a situation, the therapist paraphrases it back to them. This accomplishes two things. It demonstrates to the client that they’re being heard. And it allows them to correct any mistakes the therapist makes in their understanding of the situation, and for them to further clarify what they’ve said.

In a call center, repeating back what the caller has said lets them know that the agent is in the situation with them. Begin the sentence with, “If I understand correctly…”, and ask them to confirm. “Do I have that right?”

Thanks to software solutions like ProcedureFlow, customer service organizations can make it simple for agents to improve CSAT scores by implementing empathy statements into their visual call flows and scripting. No downtime, no hesitation, just better CX.

Being more effective leads to better job satisfaction for agents, too. With employee retention a constant challenge, nurturing empathy means everybody wins.

Related Resource: Empathy in Customer Service: What it Means and How to Implement It

How do you deliver empathy statements in customer service?

The most important factor in determining when to deliver empathy statements in customer service, is to listen to the customer for cues.

If they are irate, you can attempt to calm them down.

If they are confused, you can assure them that you will be with them all the way to sort out the issue.

If they feel abandoned, you can let them know that their problem is of the utmost importance to you.

Often, an empathy statement is delivered as a transition to a next step in extracting information or working toward a resolution.

“Thanks for being so patient today. Please give me your client number and ….”

Speaking one to one creates a bond between the agent and client. Use “I” instead of “we” statements. People want to feel that they’re dealing with another human being. The empathy statements in customer service must appear genuine. Delivered with real, human feelings. While a “I understand your concern,” may appear to be empathetic, this generic statement actually seems cold and detached compared to authentic expressions of empathy.

And advise agents to refrain from chiming in with their own, similar experience. Although they might intend to create a rapport, the customer might feel the agent doesn’t truly get it. It’s best to stick with language that shows an understanding of the client’s feelings and leave themselves out of it.

Top 7 empathy statements in customer service

Here are the top 7 empathy statements in customer service that demonstrate an understanding of the situation and genuine appreciation for what the client is experiencing.

“I’m sorry you are going through this.” Whatever it is, the customer wishes it wasn’t happening. This statement proves that the agent understands this and is on their side. It also includes the important words, I’m sorry.

“If I understand correctly …” This statement is part of the parroting technique mentioned earlier. Repeating the customers words back to them offers reassurance and validates their concerns

“Thank you for your patience.” Everyone’s time is valuable. Whether or not there have been repeat calls or the client has been on hold, acknowledge the use of  their time.

“You are right.” Three little words that act like a release valve in a hot situation. You are right that it’s supposed to work this way. You are right that this should have been resolved sooner. You are right that the wording wasn’t clear.

“Thank you for the honest feedback.” Expressing gratitude for feedback, positive or negative, recognizes that it’s not always easy to express oneself.

“I can definitely help with this.” Exuding confidence in the situation bolsters the customer’s faith that the agent will follow through until there’s a resolution.

“Is there anything else I can do for you today?” No matter the length of the call or its complications, this statement leaves the customer feeling like there’s nothing more important than making sure they’re completely satisfied.

Empathy statements in customer service are much more than mere words. They’re the gateway to developing and using genuine empathy to get inside a customer’s head and figure out what they need. A sense of empathy makes a person a good friend, a great partner, and a caring family member. And it’s clear that it’s just as important to develop empathy for effective customer service.

Why is call scripting important?

Call scripting is a vital part of optimum call center performance.

Everyone has their own ideas of what’s appropriate in an inbound or outbound calling situation. Instead of relying on their individual judgment, especially in the middle of a call when there’s no time to stop and ponder the situation, scripting helps keep agents on the company’s track of brand messaging and values.

When it’s created with the help of the organization’s leadership and staff superstars, call scripting boosts B players to A level in the moment. It helps ensure that a caller – your customer – receives the same high-level service regardless of the agent they reach. It helps concentrate the agent’s focus on the customer’s needs.

What are the benefits of call scripting?

Call scripting helps to ensure that your organization’s best practices are being utilized. It creates consistency across the floor and removes potentially grating or unprofessional language from the company lexicon. The scripting focuses on politeness, problem-solving, and creating an atmosphere in which the caller is assured that their needs can and will be met. This leads directly to an improved CSAT score.

Some industries are heavily regulated. Agents find it easier to maintain compliance when clearly worded messaging is put in front of them.

Call center script best practices and examples

Each of us has had an experience with poorly executed scripting. The only thing more excruciating than being on the receiving end of a badly delivered script is being the poor soul who’s stuck using a clunky, old-school collection of sentences they must attempt to perform.

The best call scripting is written in conversational language. It has been put to the test before going live, to bring any grammar issues and awkward wording out in the open where they can be fixed before it’s inflicted on a customer. Scripting is arranged in a logical order, with sections that serve as prompts for the direction the agent needs to go, based on the caller’s responses.

Excellent call scripting:

is clear and concise;

covers all possible bases including de-escalating potential objections and validating customer concerns;

provides thorough information without bogging down in minutiae;

is flexible and allows for redirection of the conversation; and

is adaptable and always evolving.

Call scripting provides templates for dialogue from the moment a caller is engaged until the call is disconnected. Here is an example of a scripted greeting:

Hello, and thanks for calling ABC. My name is Kevin. I'd like to let you know that this call may be recorded for quality and training purposes. How may I help you?

The greeting should avoid phrases such as “good morning” and “good afternoon” if callers are likely to connect from different time zones.

And here is an example of a closing script:

Is there anything else I can help you with? Thank you again for calling ABC. We’re happy to assist you anytime. Have a great day!

Pitfalls to avoid include words that convey negativity and uncertainty. Instead of a problem, it’s a challenge. Rather than, I’ll see what I can do, it’s I will take care of that for you.

Not all parts of every script are meant to be read verbatim. Sometimes, they can serve as a guide to take the agent where they need to go to resolve the call. Familiarity with the script is key for optimal agent performance. And a comprehensive script is vital.

What is call center scripting software?

A script is commonly thought of as a document, but traditional documents are problematic in a call center. They’re difficult to share and to keep current.

Because it’s based in the cloud, ProcedureFlow’s knowledge management solution is accessible to everyone anytime. It’s also agile. A suggestion for an update can be made, approved, and implemented within minutes—with no printing or scanning required. It’s all done within the program and ready to use as soon as it’s green-lit.

ProcedureFlow’s cloud-based knowledge management software displays call scripting within easy-to-follow color-coded flow charts. The flows not only guide the agent in terms of what to say, but also what to do. From the first hello to the final thank you, agents simply follow the flow to help manage each call with confidence.

Bonus? ProcedureFlow can also help make onboarding easier. New hires are able to reach proficiency faster because they will need less training time than with other training methods. Because ProcedureFlow lives in the cloud, trainees can run scenarios with the most up-to-date information that’s simultaneously being used live on the call center floor. There’s no need to employ one form of technology for training and another one on the job. ProcedureFlow handles it all as your organization’s single source of truth for their procedural knowledge.

To find out how ProcedureFlow can help your employees reach proficiency faster, book a demo today