Why They Matter, What to Avoid, and the Business Impact

Customer experience (CX) is having a big, measurable moment. Customer expectations have never been higher and the top two business advantages for 2025 are 1) improving the client experience and 2) improving efficiency and operations. When your team exercises empathy during their interactions with customers and prospects alike, you’re achieving both of these goals. Less issues are unnecessarily escalated and positive experiences lead to client retention. In a world where CX is increasingly outsourced to AI, showing real human empathy isn’t just a nicety, it’s a strategic advantage. In fact, 82% of surveyed Americans want more human interaction in the future, not less. 

In this blog, we’ll give you:

• a library of empathy phrases for customer service

• the traps to avoid

• the business case for getting this right

Use it to reduce escalations, boost customer satisfaction (CSAT) scores, and increase recurring revenue.

Why Empathy Phrases for Customer Service Matter

Research from PwC reinforces that friendliness, helpfulness, and a human touch are essential to good CX. In tough moments, your team’s language either de-escalates tension or pours fuel on the fire. The right words can help your team connect with the person behind the problem, and show that their emotions are valid and understood. When customers feel heard, they’re more likely to stay calm and trust your team to resolve the issue. This leads to smoother interactions and less back-and-forth. 

Empathy is further cemented by providing personalized support. When agents take the time to get to know the problem and the person experiencing it, they build rapport faster and create experiences that feel human, not transactional. Especially in remote environments where face-to-face is missing, strong communication and interpersonal skills fill the gap.

But first things first. Before you start implementing these phrases in your next phone call, take our co-founder, Matthew Pincus’ advice: “Don’t immediately jump into action. People often need a moment to vent before you go heads down on a solution.” They’ll likely tell you what’s wrong and why it’s impacting their life so much. Let them! It may provide the necessary context for you to best help them. And even if not, it’ll show them from the get-go that you care and are on their side.

Your Go-To Library of Empathy Phrases for Customer Service

Acknowledge and Validate Their Emotions

• I can understand how frustrating that must be.

• That sounds incredibly tough. I’m here to help.

• You’re absolutely right; this shouldn’t have happened.

• It makes sense that you’re upset, and I want to make this right.

• If I were in your position, I’d feel the same way.

• I hate to think that this has caused you so much trouble.

• I completely understand why you’d want that.

Apologize and Take Ownership

• I’m sorry you had to go through this.

• This was an unacceptable mistake, and that’s on us.

• You deserved better, and we let you down.

• My sincere apologies for the inconvenience.

• I can’t change what happened, but I’ll do everything I can to make it right.

• We missed the mark here. Let’s fix that.

Build Trust and Connection

• I’m on your team.

• You’ve come to the right place to get this resolved.

• I’ve been in your shoes. I know how that feels.

• Thanks for being honest about how this has affected you.

• I really appreciate your patience and understanding.

Clarify and Confirm Understanding

• Just to make sure I understand–you're saying that ____?

• Let me repeat that back to confirm we’re on the same page.

• I see where you’re coming from.

• I understand you're having trouble with ____, and I know how to help.

• Correct me if I’m wrong–you’re facing an issue with ___?

Express Commitment

• I’ll do everything I can to make this right.

• I’m actively working on this and will keep you updated.

• You don’t need to worry. I’ve got it from here.

• Let’s make sure it gets fully resolved this time.

• I’m still digging into this. You haven’t been forgotten.

Offer Transparency and Updates

• Here’s what I’m doing to help you.

• You can expect an update from us by [time/date].

• I’ve passed your feedback to our team.

• It might take a few minutes longer, but I want to get it right.

• Thanks for sticking with me. I’d rather be thorough than rush a fix.

Gently Set Expectations and Boundaries 

• While this falls outside our policy, I’m still here to support you however I can.

• Here’s what I can do as an alternative solution!

• I can’t offer that, but here’s what I can do.

• I wish I had a different answer for you, and I know this isn’t ideal.

• Let me walk you through the next steps.

End on a Positive, Supportive Note

• If anything else comes up, just reach out. We’re here to help!

• It’s been a pleasure helping you today.

• Thank you again for giving us the chance to make this right.

• You’ve been a wonderful customer. Thank you for choosing us.

• I hope the rest of your day goes much smoother.

Customer Service Phrases to Avoid (& Other Common Mistakes)

While the right words matter, how you say them can make all the difference. The empathy phrases above are powerful tools, but only when delivered with a sincere, calm, and compassionate tone. Likewise, the phrases below may seem harmless, but if said with frustration, sarcasm, or indifference, they can easily make things worse. Tone can turn a helpful response into a harmful one, so it’s just as important as the words you choose. Here are some phrases that are best to simply avoid:

• Calm down.

• I’m trying to help you.

• There’s nothing I can do.

• I can’t help you with that.

• What do you need?

• Actually…

• That’s not my job.

• I don’t know.

• That’s our policy.

• As I already explained…

• We’ve never had that issue before.

Additionally, you don’t want to use any of the phrases we’ve provided in this blog repeatedly. That’ll make you sound robotic, and that’s the last thing we want. Aside from what to say and what not to say, you also don’t want to over-promise, make any assumptions, or interrupt them. Even when it’s your millionth call of the day and the customer isn’t technically right.

The Business Impact of Empathy Phrases

Empathy isn’t just good customer service. It’s a driver of long-term success. Throughout the entire customer lifecycle, it matters. According to PwC, 75% of all surveyed Americans said customer experience was an important factor in making purchasing decisions. What’s more, they found that 42% of customers “would pay more for a friendly, welcoming experience.” Your prospects are coming into sales calls expecting seamless, tailored experiences. Be ready to meet (or exceed!) them.

It’s also important to remember that the employees having these empathy-filled conversations are your first brand ambassadors, especially for new customers. More than your website or pitch deck, those early support calls shape how customers feel about partnering with you. And if those conversations don’t go well? One in three customers will walk away. After just one bad experience. That’s not what you want, is it?

But enough about the customer–what about you, and your business? Prioritizing empathy in your customer experience pays off in the long run for you too. Not only are your users’ problems solved with a human touch, but by delivering exceptional customer experiences, you’ll increase your CSAT scores. Doing so leads to:

• Higher retention rates

• Higher annual & recurring revenue rates

• Higher projected growth rates

• Increased competitive advantage

Sounds good, huh? 

So, first step: share this blog with all your staff members that interact with customers. The list of empathy phrases for customer service is our resource made just for you! Next, get ready to see things improve. When your users are met with empathy from the beginning, there’s less “Let me speak to the manager” escalations and more contract renewals, when the time comes.

Want to learn about how we at Helpt provide consistently empathetic customer experiences for users across the nation? Get in touch. We’d love to help you implement this initiative!

Alyssa Reed

Content Writer at Helpt

After establishing her foundational skills as a content writer and marketing professional while working for small businesses and non-profits, Alyssa began working within the IT industry. Since then, she has specialized in crafting content for B2B marketing strategies for Managed Service Providers, as well as help desk and cybersecurity service providers. With a background in Journalism, she especially enjoys the social aspect that comes with being a writer. Whether it's interviewing a customer about a recent win for a case study or chatting with a coworker about their area of expertise for a slick sheet, it excites her that those stories can inspire action, add value, and increase trust. 

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