Empathy and Sympathy
The Difference Between Empathy and Sympathy
The Difference Between Empathy vs. Sympathy (simplypsychology.org)
Read the statements below, each of these is an example of a sympathetic response.
Rephrase the statements so they are empathetic instead:
1. I’m sorry you’re having a bad day.
Example Answers:
I can see how all of that would make you frustrated.
If that had happened to me, I’d be frustrated too
2. You poor thing, that’s awful!
Example Answers:
Thank you for being brave enough to share that with me.
I can see why that would make you upset.
3. I know you feel angry.
Example Answers:
It seems like this is making you angry.
How did that make you feel.
4. You don’t understand.
Example Answers:
I can see how this is confusing, let me explain a different way.
It appears I was unclear, let me explain.
Follow up your empathetic statement with an affirmation that you want to resolve their issue e.g. “I’ll do my best to help you with that”. You could also check what the customer’s expectations are by asking them a question such as “what would be the best solution for your problem today?”. If the customer has become upset offer them the option to continue the conversation more privately as this may reduce the embarrassment factor and help them to become calmer (only do this if you feel comfortable and safe).
At this point you should hopefully be able to assist the customer and their issue will be resolved successfully.