Want to create interactive content? It’s easy in Genially!
Empathy Statement
Claudia Avalos
Created on May 26, 2021
Start designing with a free template
Discover more than 1500 professional designs like these:
Transcript
CLIC HERE
What is an Empathy Statement?
Personal Pronouns
Active Verbs
Authenticity
Compare: “This will be resolved by our team” with: “I will ask our team to resolve this.” The first version is anonymous, lacking personality and has no underlying responsibility, whilst the second makes you believe that there is a real person actively working to fix an issue, and who might physically chase the team until it is done
Be genuine, honest and be yourself. Reading standard empathy phrases without being authentic creates resentment and can increase anger. It is more important to be natural, calm and positive than to get the exact phrasing correct. Authenticity means using a natural tone, and less formal ways of speaking.
The words “I” and “you” are essential in empathy statements for irate customers, as well as other types of challenging customers, as will be highlighted later.