It may not be useful to remember these statements word-for-word, as it removes authenticity and will make advisors sound robotic.
But remember to use the examples below as guidance on how to take all the key features of an acknowledgement statement, listed below, and merge them into fluent phrases.
1. I realize that this situation is difficult, but lets try and find a solution.
Coming at the top of our list, this statement was presumably popular amongst our readers because it acknowledges the difficulty of the problem without voicing a personal view on the matter, and follows the five principles listed below.
2. I would feel the same in your situation, but we will sort this out
This phrase was well received, as it personally recognizes the problem and turns the negative into a positive seamlessly. But be careful only to use this one in certain situations, to ensure that you do not patronize the customer, so they don't perceive the adviser to be mimicking their emotions.
3. I'm sorry you are having this problem. Lets see if there is anything we can do to help the situation.
Often saying sorry can sound inauthentic, but not when the adviser says I'm sorry instead of were sorry, as it then seems as though the adviser has taken personal ownership of the issue. Taking this into account, this statement can be seen to merge the five key features below expertly.
4 . I know how frustrating it can be lets see how we can help
Again, be careful to avoid this one in stressful scenarios, but it in the right situation, this phrase does have potential. This is because it is skillful in its transition from negative to positive, as well as integrating all of the key features below.
5. If I were in your position, I think Id feel just as you do.
This statement works well in the sense of personally recognizing the problem at hand, while not attempting to share or understand the customers emotions. So, if it were to be extended to include a proactive message of teamwork, using we, it could work well as an acknowledgement statement.
6. Now that I am aware of the situation, I will definitely try my best to fix it for you.
Sent in by one of our readers, this comment addresses the situation well and is a good example which shows an adviser taking personal ownership of the problem. In doing so, it uses definitely, an important positive word to use in customer service, to good effect, in reassuring the customer.
7. “That sounds frustrating, let’s see what we can do.”This statement works well in the sense that it reflects a will for a collaborative relationship between the customer and adviser whilst demonstrating a keen interest in finding a solution.
8. We will work to resolve the problem. You just enjoy your (birthday/holidays/Christmas break, etc.), and I will be in touch shortly.
Using this phrase can only work in a situation where the adviser needs to call back, but nevertheless it is useful in providing personal reassurance, as it says: I will be in touch, sending a strong hint of urgency and personal dedication to the matter.
9. I can imagine how upsetting it is to
By using this statement, the adviser is dwelling on the negative situation. Instead of repeating the issue, which seems to be what is about to happen, it could be more appropriate to remove the to from the end of the phrase and add a positive thought that provides a sense of immediacy, like in the examples above.
10. What you have experienced is no more acceptable to us than it is to you.
This phrase addresses the problem well, but it lacks personality. It includes the use of us as a corporate term, when the advisor should look to be their own person in the interest of building rapport.
11. Im sorry to hear that. Let me see what I can do to help you.
Be careful when beginning a comment with Im sorry to hear that, as it sounds as though the advisor is reading off a script, and that generic feeling is not something that should be transmitted when trying to form a relationship with the customer.
12. I completely understand why you'd want that.
This phrase can only be used in certain situations, as if it is used in response to a personal matter, the customer may take offence at the suggestion that the advisor shares their emotions.
But remember to use the examples below as guidance on how to take all the key features of an acknowledgement statement, listed below, and merge them into fluent phrases.
1. I realize that this situation is difficult, but lets try and find a solution.
Coming at the top of our list, this statement was presumably popular amongst our readers because it acknowledges the difficulty of the problem without voicing a personal view on the matter, and follows the five principles listed below.
2. I would feel the same in your situation, but we will sort this out
This phrase was well received, as it personally recognizes the problem and turns the negative into a positive seamlessly. But be careful only to use this one in certain situations, to ensure that you do not patronize the customer, so they don't perceive the adviser to be mimicking their emotions.
3. I'm sorry you are having this problem. Lets see if there is anything we can do to help the situation.
Often saying sorry can sound inauthentic, but not when the adviser says I'm sorry instead of were sorry, as it then seems as though the adviser has taken personal ownership of the issue. Taking this into account, this statement can be seen to merge the five key features below expertly.
4 . I know how frustrating it can be lets see how we can help
Again, be careful to avoid this one in stressful scenarios, but it in the right situation, this phrase does have potential. This is because it is skillful in its transition from negative to positive, as well as integrating all of the key features below.
5. If I were in your position, I think Id feel just as you do.
This statement works well in the sense of personally recognizing the problem at hand, while not attempting to share or understand the customers emotions. So, if it were to be extended to include a proactive message of teamwork, using we, it could work well as an acknowledgement statement.
6. Now that I am aware of the situation, I will definitely try my best to fix it for you.
Sent in by one of our readers, this comment addresses the situation well and is a good example which shows an adviser taking personal ownership of the problem. In doing so, it uses definitely, an important positive word to use in customer service, to good effect, in reassuring the customer.
7. “That sounds frustrating, let’s see what we can do.”This statement works well in the sense that it reflects a will for a collaborative relationship between the customer and adviser whilst demonstrating a keen interest in finding a solution.
8. We will work to resolve the problem. You just enjoy your (birthday/holidays/Christmas break, etc.), and I will be in touch shortly.
Using this phrase can only work in a situation where the adviser needs to call back, but nevertheless it is useful in providing personal reassurance, as it says: I will be in touch, sending a strong hint of urgency and personal dedication to the matter.
9. I can imagine how upsetting it is to
By using this statement, the adviser is dwelling on the negative situation. Instead of repeating the issue, which seems to be what is about to happen, it could be more appropriate to remove the to from the end of the phrase and add a positive thought that provides a sense of immediacy, like in the examples above.
10. What you have experienced is no more acceptable to us than it is to you.
This phrase addresses the problem well, but it lacks personality. It includes the use of us as a corporate term, when the advisor should look to be their own person in the interest of building rapport.
11. Im sorry to hear that. Let me see what I can do to help you.
Be careful when beginning a comment with Im sorry to hear that, as it sounds as though the advisor is reading off a script, and that generic feeling is not something that should be transmitted when trying to form a relationship with the customer.
12. I completely understand why you'd want that.
This phrase can only be used in certain situations, as if it is used in response to a personal matter, the customer may take offence at the suggestion that the advisor shares their emotions.