Empathy Statements for Customer Service
If you work in a call centre, retail store, office or any customer-facing role, having the right empathy statements for customer service can make your job a whole lot easier.
No matter how great your products or services are, things can still go wrong — and when they do, it’s up to you to turn a potentially negative situation into a positive customer experience.
You might have already seen our tips on how to manage angry customers using the HEAT model. In this article, we’re adding another tool to your customer service toolkit: practical empathy statements that can calm, connect and defuse frustration fast.
Choosing the right words — and delivering them with genuine care — can dramatically improve how a customer reacts. Combine these with strong active listening skills and you’ll be well on your way to becoming a customer service superstar.
It might sound cliché, but showing empathy truly starts by stepping into the customer’s shoes. Done well, these phrases don’t just smooth things over — they build trust, show understanding, and keep the conversation on track.
Empathy Statements by Category
Use the links below to jump directly to the right kind of empathy statement for the situation you're handling:
What Are Empathy Statements?
Empathy statements are words or phrases that show you understand and care about how someone is feeling. In customer service, they’re used to acknowledge a customer’s frustration, confusion or disappointment — and help create a more human, respectful interaction.
While you might hear empathy statements in hospitals, schools or personal relationships, this article focuses specifically on how to use them in a customer service setting — whether you're in a contact centre, retail environment, an office, or even working remotely.
Used correctly, empathy statements can de-escalate tense situations, show genuine understanding, and build trust — all of which are essential for delivering great service and resolving customer issues calmly and professionally.
Why Empathy is Essential in Customer Service
Empathy is one of the most powerful tools a customer service professional can use — especially when things go wrong. It helps customers feel heard, respected and valued, even if you can't immediately solve their problem.
When someone is upset or frustrated, logic alone rarely fixes the situation. But when you lead with empathy, you connect with the person behind the issue — which often defuses tension, makes it easier to have a productive conversation, and reduces the chance of escalation.
From contact centres and help desks to retail stores and face-to-face service, using empathy helps turn difficult moments into opportunities to build loyalty and trust.
It’s not about “being nice” — it’s about being effective.
💡 #1 Tip for Using Empathy Statements Effectively
Empathy only works when it’s genuine. Don’t just read from a script — say it like you mean it.
Customers can tell when you're faking it. A robotic “I’m sorry you feel that way” won’t cut it. But if you pause, take a breath, and speak with warmth and understanding, your words will land differently — and the customer is far more likely to calm down and engage.
It’s not just what you say — it’s how you say it.
Using Empathy with Angry Customers
Empathy is one of the most effective tools you can use to defuse a situation — but let’s be real: it won’t work every time.
Sometimes a company mistake is so serious, or the frustration has built up for so long, that even the calmest customer reaches their breaking point. And if you work in a contact centre or busy customer service environment, you’ve likely dealt with this more than once.
Let’s be clear: it’s never okay for a customer to take their anger out on you personally. But it will happen — and how you respond in that moment can make all the difference.
While nothing replaces proper training in handling difficult customers, having the right words and techniques on hand can help calm things down quickly.
Need help knowing what to say? Check out these practical resources:
Empathy Statements by Category
Below are practical, real-world empathy statements grouped by common customer service scenarios. Use them to help guide conversations, de-escalate tension and show genuine understanding — no matter what situation you’re dealing with.
Empathy Statements for Frustrated or Upset Customers
These phrases help acknowledge the customer’s frustration while keeping things calm and professional. Use them early in the conversation to show you’re listening and ready to help.
- “I can hear how frustrating this has been for you.”
- “You’ve clearly had a rough experience, and I want to help fix that.”
- “I completely understand why you’d be upset — let’s see what we can do.”
- “Thanks for sharing that. I would feel the same way if I were in your shoes.”
Empathy Statements for Inconvenience or Poor Experience
These are useful when the customer hasn’t received the level of service they expected — even if they’re not outright angry.
- “I’m really sorry you’ve been inconvenienced by this.”
- “That’s definitely not the experience we aim to deliver.”
- “I understand how this would have thrown off your plans — let’s try to make it right.”
- “Thank you for your patience — I know this hasn’t been ideal.”
Empathy Statements for Angry or Aggressive Customers
When emotions run high, it’s important to stay calm and use language that defuses tension. These phrases help acknowledge emotion without inflaming the situation further.
- “I can hear how upset you are, and I want to work with you to sort this out.”
- “Let’s take a moment to focus on finding a solution together.”
- “I understand this situation is incredibly frustrating — I’m here to help.”
- “Your concerns are valid, and I appreciate you taking the time to explain what’s happened.”
Empathy Statements for Delays, Wait Times or Being On Hold
Whether it’s a queue, a long hold time, or waiting for a resolution — these phrases show customers you understand their time is valuable.
- “Thanks for your patience — I know your time is important.”
- “I understand it’s frustrating to be kept waiting. Let’s see what we can do to speed things up.”
- “I appreciate you hanging in there while we get this sorted.”
- “Sorry about the delay — I’ll make this as quick and easy as possible now.”
Empathy Statements for When You Can’t Solve the Problem
Sometimes, no matter how much you want to help, the outcome the customer wants just isn’t possible. These phrases help show understanding while setting clear, professional boundaries.
- “I completely understand why this is disappointing.”
- “While I wish I had a different answer, I want to be transparent with you.”
- “I realise this isn’t the outcome you were hoping for, and I’m sorry I can’t provide more.”
- “Even though this is outside our policy, I want to make sure you feel heard and supported.”
Empathy Statements for Acknowledging Emotions or Feelings
Sometimes customers just need to feel heard. These phrases help you recognise and validate their emotions without needing to jump to a solution straight away.
- “It sounds like this has been a really tough experience.”
- “I can tell this issue has caused you a lot of stress.”
- “That must have been incredibly frustrating for you.”
- “I’d feel exactly the same if I were in your position.”
Empathy Statements for Taking Ownership or Responsibility
When your company has made a mistake — or even just fallen short — taking ownership builds trust and shows accountability. These phrases help you own the situation without blame-shifting.
- “I take full responsibility for getting this resolved for you.”
- “We didn’t meet the standard you deserved, and I’m really sorry about that.”
- “Let me own this and make sure it gets sorted.”
- “We got this wrong, and I appreciate you giving us the chance to fix it.”
Empathy Statements for Following Up or Escalating
When a situation needs to be escalated or requires follow-up, these statements help reassure the customer that they won’t be left in the dark.
- “I’m going to stay on top of this and keep you updated.”
- “I’ll personally make sure this gets to the right person who can help.”
- “Let me escalate this and come back to you with the next steps.”
- “You won’t need to explain this again — I’ll brief the team before they contact you.”
More Ways to Improve Your Customer Service Skills
Delivering exceptional customer service takes more than empathy alone — it requires a combination of practical skills, clear processes, and good management practices to set you up for success.
Here are just a few things that can make a big difference:
- ✅ Ongoing coaching and feedback
- 👂 Mastering the skill of Active Listening
- 🔤 Using tools like the Phonetic Alphabet
- 🧭 Providing a strong induction and onboarding program
- 📚 Having a reliable Knowledge Management System
- 🎯 Setting clear KPIs that support the right behaviours — and tying them to gamification, recognition, and reward programs
So while empathy statements are a great starting point, keep building your skills and knowledge to deliver even better outcomes — for both customers and your business.
Great customer service doesn't happen by accident — and it delivers real, measurable value to everyone involved.
Summary: Why Empathy Makes All the Difference
Empathy is more than a feel-good concept — it's a practical, powerful tool that can de-escalate tense situations, build trust with customers, and help you stay in control during challenging conversations.
These empathy statements for customer service give you real-world language to navigate frustration, delays, anger and more — with calm, clarity and confidence.
But remember: it’s not just what you say, it’s how you say it. Delivering these phrases with warmth and sincerity is what transforms a script into a genuine connection.
If you found this article useful, bookmark it, share it with your team — and explore our customer service training courses to take your skills even further.
- About the Author
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After spending over 30 years working in contact centres and CX, one thing I’ve learnt is there is always something more to learn!
I’m thrilled to be the inaugural CEO of ACXPA, and together with the rest of the team, we’re focused on helping Australian businesses deliver efficient and effective customer experiences via phone, digital and in-person by empowering their employees with the skills, industry insights and professional support networks they need to succeed.
