10 Call Center Acknowledgment, Empathy, and Reassurance Statements

ABOUT THE VIDEO: I provided 10 examples of acknowledgment, empathy, and reassurance statements that you can use for your customer service calls + 5 quick tips to use them.

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[bradleyasube]

Wow, I didn't know there are contents like this here in YouTube. This will be a great help for my incoming nesting. Thank you so much. This is a great help.

[dipeshkkarn]

Thank you for making this content available, it was really helpful…

Thought it would help people I made a transcript of this entire video, so below it is:

Some quick tips on how to use the statements:

Tip #1: Use “I” instead of “We” it sounds more personal and thoughtful.

Tip #2: Make sure you tone of voice sounds genuine too.

Tip#3: I will certainly help you with that/this…”

Remember to replace “that/this” with the specific concern.

Ex. I’ll certainly help you with your re-connection.

TIP #4: Practice saying your statements beforehand to see which ones sound more natural when spoken.

TIP #5: Adjust your statements based on the customer’s situation.


10 Call Center Acknowledgment, Empathy, and Reassurance Statements


1. “I have encountered customers who have been in your situation and what I did to successfully help them was…”
2. “I would feel the same in your situation, but don’t worry, I’ll help you sort this out.”
3. “Your situation makes sense. Rest assured that I’m here to take care of this for you.
4. “I understand that’s really frustrating, let’s see what I can do to help.”
5. “I appreciate you bringing this to our attention, let me help with you fees.”
6. “You satisfaction is our number one priority. I will work with you to resolve this concern.”
7. “I can imagine how upsetting that is. I will make sure to put this into action for you as soon as possible.”
8. “I am terribly sorry that you had to go through this situation. I will help you get this resolved immediately.”
9. “I realized how difficult that must have been for you. Don’t worry, you’ve got the right person on the line to help you.”
10. “Your experience is definitely unacceptable. I’ll make sure this gets resolved today.”

[cesarportillo]

I just watched this video today but I will apply this tomorrow. Ty!!

[natahlidanuco]

Wow!! Exactly what I needed. I'll have my mock call later, and this has been such a help🙏💕

[doggocat-oh]

You have definitely helped me as I started for the first time in the BPO industry last year. You may, however, want to post an update on an answer where as agent I will say I understand. Most customers don't find it an acceptable answer. More often than not, it makes them all the more irate. They will answer back: no! You can't possibly understand how I'm feeling right now. Don't patronize me. What's another way of saying it instead of I understand. There are also companies whose metrics won't allow agents to apologize or say sorry because Sentiments would go down. Again, how should we say it in a better way instead if saying we're sorry? Thank you. Looking forward to new uploads from you. :)

[tana]

So good statements I got today. I am damn sure these statements add value to my customer service skills. Thank you so so sooo much.

[pigeon__admirer]

Wow these are actually pretty good! 7 months into being a CSR and I think these will be very helpful. Thank you!

[extremetwisterplays]

As a CSR I am happy to have discovered this jewel it will certainly prove to be helpful for me

[drasticallychanged]

I have watched all your video and nagamit ko lahat on interview until sa training ko na aapply ko parin siya.. thank you ninja! More power!

[dianajoyr.l.]

Thank you for this, you are a great help ❤️ Be safe always 😊🙏🏼

[SalmanAli-zxfn]

Thanks for sharing such a useful material i am in newly hired training

[rafaeltabagan]

Thank you so much mam rea for the information I've learned a lot God bless

[candybuena-oades]

I'm watching this now and this is really helpful, I am currently in nesting period and since this is my first time in call center I find it really hard to explain to the customer clearly, I am slowly able to understand them but I still find it hard to construct a sentence that is both positive and professional. I hope I will be able to pass the nesting. Thank you Rea.

[JoseSoto-hkfi]

excellent video, thanks very much for making videos like this one, it helped me a lot in my job

[lifesadvice]

Thank you for the tips Ms. Rea👏 this will surely helped.

[devdhiman]

Very helpful thank you so much for this video 🙂

[marinettelatigay]

I just passed my mock call today and now waiting for JO. Big thanks ms rea. Wish you more success!!❣️

[Karla-gmme]

Really nice video, I got the call center job I wanted

[jolani]

This was really straight to the point I like it, no unnecessary rambling. I have a hard time expressing emotions because I can be Aloof how would you say I should go about converting that I genuinely feel it for the customer?

[sweetmarie]

Yes blog post with acknowledge statements and thank you sooo much 😁