Active Listening and Emphaty Statement

Things that you should APOLOGIZE for:

• Card declined – payment did not go through
• Overlapping of conversation
• Cutting off cx
• Formatting issues
• Unable to edit resume
• Unable to download, print or email
• Password not received, email confirmation not received
• Any site issues
• Coughing or clearing throat – excuse your self
• Call/ chat got disconnected while talking to the previous rep
• Wait too long
• Hold time too long
• Not satisfied with the service/ resume – Offer to try to fix the problem.

for any inconvenience the cx feels – you need to apologize

Empathy Statement (Examples)

“I’m so sorry that this happened and I will do my best to fix this situation”

“I’m sorry to hear that. I’ll definitely be able to help you with that today.”

“I’m so sorry that happened to you.”

“I’m sorry to hear that. I can imagine that must be frustrating.”

“I can understand that must make you feel upset and we will work toward fixing this situation for you.”

“I definitely know that could be frustrating. I can understand how you feel.”

“I can understand the times are very difficult, let’s see what we can do for you today.”

“If I’m on your situation,i feel the same way too.”

“I’m glad you called today so that we can take care of this right away.”

“I know how confusing it must be when……..”

“I was saddened to hear of your loss”

“I am going to do all I can to find out why this happened”