LL- Empathy and Acknowledging Statements
Customer: I have called several times and I’m not able to get a hold of anybody until 30 min later, is frustrating!
Agent: I completely understand your frustration of not being able to speak to anybody but now I’m here to help you out.
Customer: I've been taking Ceralift for two months now and I don’t see any results, I need my money back
Agent: I’m sorry to hear that haven't seen the results you expected. Let me help you troubleshoot the best options for you, (Save the sale) How often do you take it?... (more probing questions)
Customer: I made an order by mistake and I don’t want to have double charges on my account can you check it, please?
Agent: I know it's important for you to avoid double charges but I’ll be glad to get this resolved for you.
Customer: I tried to place an order online but for some reason it's not taking my information, can you help me with that?
Agent: I understand the importance of you placing your order, but don’t worry, let me help you ..
Customer: I need to return 6 bottles of BioShield since I’m going through medical treatment and my Dr told me to stop taking these supplements
Agent: I really hope that everything goes well with your treatment and I will definitely give the return instructions
Customer: I need a refund for the Bioshield bottles that I purchase with you because I got cancer and my stomach was removed
Agent: Wishing the best for complete recovery and great health, I will definitely guide you through the return process
Customer: I made an order for 6 bottles of BioShield but I realized that I have 10 bottles left
Agent: Oh! 10 bottles you are pretty good for the next months, that’s great, but don’t worry I’ll be happy to assist you and getting this resolved
Customer: I want a refund for the thing that you charged me
Agent: I understand your concern about getting your refund, but let me confirm the charges on your account
Customer: I just called but the agent that attended the call was not helpful and I couldn’t understand him at all, and I just need to know about my order
Agent: I completely understand your frustration about communicating with the previous agent and not getting proper information about your order and I’ll be glad to assist you..
Customer: I have been waiting 4 weeks now for my order to arrive and I don’t have any email notification about it
Agent: I apologize for the long wait on your order. It should not take that long. I will check on your order status right away
Customer: Your return instructions are so confusing!!
Agent: We really appreciate and care about your feedback about our return process, I’ll be glad to explain them to simplify the process for you.
Customer: I am a single mom and can’t afford any more of your products I would like to know how can I get a refund
Agent: I completely understand your concern about being on a budget now that your priority has changed, we would like to troubleshoot the best option for you
Customer: I returned a product and I still don’t have my money back I contacted my bank already to disputed it since I never got an answer from you
Agent: I completely understand your concern about not getting your money in the expected time frame, but I’ll be glad to help you
Customer: I got an email from you this week stating that something was getting shipped out to me but I shouldn’t get anything since I canceled everything with you already
Agent: I know that is concerning getting this type of notification but I will check what we have on our end and check any shipment information
Note: If you don’t understand the main issue of the customer you can make a general statement and ask probing questions about their issue and they make the proper empathy statement for example:
- I’m sorry about that, and just to make sure you said that you need to have a refund for a charge that you made by mistake? Customer: yes, Agent oh ok got it, I know that is important to get your money back let me check this right away