It is not uncommon to run into frustrated, or angry customers when they encounter an issue with your company’s products or services. In such scenarios, it’s part of the call center etiquette to use empathy and certain customer service apology statements with the right tone to show such customers that you understand their position and are actively working towards resolving their issue.
Reciting an apology without conveying your true concern and connecting with their feelings, can result in further aggravating the customer. Every agent who interacts with customers must work on mastering their empathy skills to de-escalate emotions. Contact center services typically coach these skills as an important aspect of call and contact handling. Saying you are sorry is never enough to compensate for the frustration the customer experienced. There are ways to politely apologize to customers using the right words so that you don’t lose them.
Top Customer Service Apology Statements
Some issues can’t be anticipated and that’s where customer service comes into play i.e., taking a proactive approach in offering answers to customer queries and resolving their concerns. This is a staple approach followed by agents at any inbound contact center.
Empathetic marketing allows call center agents to deliver a positive experience while solving customer issues. The right empathy statements can help create a much-needed connection with the customer during the conversation and add a human touch to the service.
Here are some customer service apology statements to get you started:
1: We Are Sorry You Are Going Through This
Apologizing to a customer does not mean you are admitting a mistake. It is simply a way of showing that you understand how they are feeling and you are genuinely interested in restoring the relationship.
However, an apology is just the beginning. You must offer a solution to their concerns and make an effort to own and help them with their issues.
2: Give Me a Moment While I Figure This Out
When a customer reaches out to you with a problem, it is your responsibility to figure out what is going on. While figuring this out, it is imperative to ensure that the customer knows you are taking the necessary steps to resolve their issue.
This empathy statement ensures that you are letting the customer know you value their time and understand that they want the matter resolved as a priority.
3: I Appreciate Your Patience
A customer who buys from your company expects the experience to be hassle-free. When they encounter an issue with their purchase and they are waiting for it to be resolved, the entire experience is upsetting. With this statement, you are conveying that you recognize the value of their time and appreciate their patience.
While you are at it, resolve the conflict as soon as possible and minimize the customer hold time. This can be accomplished with a smooth workforce management system in place, including clear processes for resolving issues with proven customer satisfaction.
4: You Are Right
Sometimes, a simple statement like this can save a lot of time and effort. You are acknowledging that the customer is right. However, you must be empathic and respectable towards the customer and their opinion. The whole point of this statement is to make them feel validated while showing them that you are truly invested in listening to their concern.
As a result, the customer will feel comfortable knowing that the next steps taken by the agent will fix their negative experience.
5: I Would Like to Ensure We Are on the Same Page
Whether it’s an inbound or outbound contact center, when delivering support to resolve an issue. Always show the customer that you are interested in understanding their perspective. They must feel that you are not assuming anything and you don’t want to get anything wrong. This also includes asking clarifying questions since you are an expert on your company’s services and can help direct customers to more readily identify issues and options.
Once both parties are on the same page, offer a solution to not just satisfy them but to make them believe you truly understood their problem.
Furthermore, with this statement, you should be able to get the clarity needed to solve the issue at hand and offer a quality experience.
6: This Problem Should Be Fixed by X Number of Hours/Days
It is not always possible to resolve the problem right away. In such a situation, apologize in advance and provide a timeframe when you expect their problem to be resolved. This will minimize customer frustration, and they will be more patient. Always give a realistic timeframe so that you don’t have to fall back on your words and apologize to the customer all over again. You don’t want them to experience more trouble and be upset because you failed to fulfill your commitment.
7: I Wish I Could Make This Better
Sometimes, you cannot provide an upset customer with what they need. Hence, this is one of those customer service apology statements that is perfect in such a situation. You are offering both an apology and comfort through this simple sentence.
The customer is already unhappy and you can’t offer an acceptable solution. Showing empathy and comfort might serve as a consolation. If you do have some options of what you can do to address the situation. Then restate what you can do and reiterate that they can contact you again if they change their mind.
Conclusion
In call center BPO services, the language used while offering support can make or break a customer’s experience. Saying “sorry” sometimes sounds inauthentic so there are better ways to apologize, or respond to an unhappy customer.
The most important thing is to show that you understand how they feel and that you have made a solid effort to resolve or provide options for resolution. With these apology statements, make your customers feel valued as you offer a solution to their problems.