Empathy statements for customer servic

“If I am understanding correctly…”

“I would feel X too in that situation”

“You’re right”

“I’m sorry you’ve had to deal with this…”

“Thank you for getting in touch about this”

“I appreciate X…”

Here’s a list of empathy statements to have handy at all times.

You’re making total sense.
I understand how you feel.
I wish you didn’t have to go through that.
I’m on your side here.
I support your position here.
I totally agree with you.
You are making total sense.
That sounds like you felt really disgusted!
No wonder you’re upset.
I’d feel the same way you do in your situation.
I think you’re right.
I see. Let me summarize: What you’re thinking here is…
Well I agree with most of what you’re saying.
I would have also been disappointed by that.
I understand what you’re feeling.
You are making a lot of sense to me.
Let me try to paraphrase and summarize what you’re saying. You’re saying…
statements for customer service
clarify the customer’s meaning, and ensure that you’re both on the same page

This empathy statement explicitly tells the customer that you’re putting yourself in their
shoes. It requires you to identify the emotions of your customer. Here, ‘X’ could stand for
‘frustrated’, ‘upset’, ‘confused’ or even ‘surprised’.

Telling a customer when they are right about an issue helps customers see you as ‘on their
side’. They feel understood, and recognise that you’re listening and fixing what has upset
them.

Saying you’re sorry isn’t the same as admitting you’re wrong. Apologising when a customer
has been upset is a great way to start mending the relationship. Plus, it demonstrates that
you understand that they’ve been made to feel negatively about your business.

Effective empathy statements can also be those that show appreciation for the customer’s
contact. Your chatting customer has made an effort to speak to you and work out their
issues.

Saying thank you for reaching out is always positive. But you can also use appreciative
empathy statements across the rest of your support interaction, too.
Perhaps the customer has been patient with you, given you useful feedback, or been
empathetic to your position, for example.
In these instances, you should always let the customer know that you’re grateful for their
attitude or effort. Recognising extra effort – and showing your appreciation – is a great way
to leave the customer feeling valued.

of empathy statements to have handy at all times.

is…

re saying. You’re saying…

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 IRIS GUIDE
Time Zones - States Abbreviations - Military Time
Redirecting Calls
Shipment Checking
Basic Pickups
Prohibited and Restricted Commodities
P&D Dispatch Messages
Bill of Lading
Edge System
Time in Transit
Service Center Information
Pickups - Cash Status
Pickups - Drop, Hook, and Swap
Pickups - Updating
Pickups - Status
Pickup Notifications for LTL
P&D Permanent Record Update Template
Pickup Time Template
Packaging and Labeling Guidelines
Pickups - Resolution Matrix
P&D Dispatch - "Mailed" Pickups Not Received by Partner
Tradeshow
Associations
Pulse - Introductions and Walktrough
ARC - Assistance Required Case Information Table
System Problems - Outage Procedures
Delivery Order Pickup Notification
Pickups - Returns
P&D Dispatch - Profile Updates
Pickups - Delivery
Glossary of Terms - Shipping
Pulse
Personnel: Service Center
Glossary Terms - Tracking
Providing Documents
Tracking - Finding a PRO Number
PRO Suffix Types and Definitions
Tracking a Shipment
International / Offshore Service Points
Special Services Requests
Dock Delivery
Tracking - Shipment Exceptions
BIS Comments
Tracking - Providing Disposition
Delivery Address Change (Reconsignment)
 Damages
Claims
Guaranteed Services Rules and Refund Process
Providing Documents
Glossary of Terms - Rate Quotes
Rate Quotes - Basic
Rate Quotes - Class Lookup Process
Rate Quotes - Density-Based Rates
Rate Quotes - Volume, Capacity, Exclusive Use, and Truckload Rates
Rate Quotes - Blind Shipment
Rate Quotes - Cubic Capacity
Rate Quotes - Introductory Discount
Rate Quotes - RINQ Error Messages
Rate Quotes - The UPS Store
TForce Freight - Certificate of Insurance
Accessorial Charges
Rate Quotes - Ground with Freight Pricing (GFP)
Billing - Providing Billing Information
Billing - Write-offs, Refunds, and Voids
Billing - Requesting GCS Access and RSA Token
Billing - Global C1ollections System (GCS)
Billing - Accessorial Disputes
Billing - POBL Corrections
Billing - CRBL Corrections
Billing - Reweighs and Inspections
Billing - Proof of Commodity
Billing - Cube Measurement Certificates and Disputes
Billing - Providing the Status of a Correction
Billing - Misquotes
Glossary of Terms - Shipping
Billing - Pricing Analysis
Billing - Interline Carrier Requesting Charges
Billing - Removing an Automatic Bill-To
Customer Aliases
Billing - Credit, Collections, and Cash Status
Legal Documents Served on TForce Freight
Company Information and Remit-To Addresses
Website Support and Escalation Process
UPS Billing Center
Quantum View
Pickups - Canceling a Pickup Request
Pickups - Reference Guide
Pickups Rural
IRIS Essentials
Tracking - Status Code Descriptions and Shipment Life Cycle
 Tracking - Providing Disposition
EDGE Screens and System Numbers
Redirecting Calls - Other Departments
PICKUP CALL FLOW
Pickups - Basic (Article# 5646)
Deliver opening spiel.
Thank you for calling TForce Freight my name is ____, how can I help you?
Note: Make sure to always acknowledge your customer’s concern.
Sample Spiel: Sure, I’ll be more than happy to assist you with your pickup. Can I have the phone number at you
Ask and search by phone number and/or company name and zip code.
If the correct profile is found using the phone number proceed with the process.
Sample Spiel: Are you calling to schedule a pickup for Black Swan Company at 1234 New Road Street?
If the correct information is not found:
Search for profile by first 4 letters of company name and ZIP code.
Update a Profile in P&D or create a new profile, if needed or no information showing on our system.
Note: If customer’s account displays a Cash Warning, you must ask for the payment terms, see Pickups - Cash St
Sample Spiel: Is this prepaid, collect or third party?
If prepaid, note payment terms in Today's Call Comments and make sure to tell this to your customer “Payment is re
pickup and it must be in the form of a check or money order.” Also, ask if they need a rate quote.
For a third party, ask for the company name then search it in CUAL or CNAS and see if the third party is in cash, if in
depend on who is calling.
Shipper or Consignee: Advise the caller that the third party is not valid for this shipment. The customer may have t
for additional details about the status or they can provide another third party that’s not on cash status. Do NOT advis
party is on cash.
Third Party: Advise the caller their account requires payment at the time of pickup and therefore cannot be used as
If a 3rd party is not on cash proceed with the pickup and note payment terms in Today's Call Comments.
If collect, note payment terms in Today's Call Comments and continue the pickup.

Note: If the selected record displays a Rural Service Area message. Ask your customer to put the call on hold and l
the service center in TDEF Screen using the Term ID displayed on the Enter/Edit Customer Call screen to know whe
the shipper’s area.

Sample Spiel: As shown here, your pickup location is in an area that is not serviced 5 days per week so I’ll be need
terminal for us to know if they can pick up your shipment today.
Make sure before contacting the service center you have the following information.
When he or she would like to schedule the pickup
How many handling units and type of handling units
Total weight of the shipment
Thank the customer for holding and inform them- of the available pickup time based on the information provided by
continue with the pickup request.

If unable to contact the terminal, you can create Pickup/ Pickup Time ARC Case requesting the terminal to contact t
availability date to pick up the shipment on shipper’s location. You must ask your customer if they want to continue t
not, if yes, set proper expectation the possibility that it might not be picked up on the scheduled date since you were
from the service center.

VERIFICATION
Verify caller’s name and ask if they are the contact person upon pickup.
Sample Spiel: May I have your name? Are you the contact person upon pickup?
If yes, input the name on Contact Field in P&D.
If they are not the contact at the pickup location, complete all fields in the Reservation Requested By section with th

After inputting all the necessary information ask for the email address. Sample spiel: Would you like to add your ema
If the customer is unable or unwilling to provide a valid email address, you may enter "none@none.com" in the emai

Proceed by asking for ready date, ready time and closing time.
Sample spiel: Is it ready for pickup now? What’s the closing time?
Next, click the Add field on P&D then ask for the shipment details.
Sample Spiel:
How many pieces are your shipment?
The type of package please, and what’s the total weight?
What is the destination zip code?
What type of commodity is this and the dimensions, please?
Is this stackable or non-stackable?
Ask if there’s any special handling services.
Sample Spiel: Is there any special handling you’d like to include like special guaranteed services on your shipment?
Verify the pickup date and ready time/latest pickup time.
Sample Spiel: Again, just to verify, we’ll be scheduling a pickup ready now closing at 5:00 pm, going to 12345 zip c
Provide confirmation number.
Offer Additional assistance.
Sample spiel: Is there anything else that I can help you with aside from this?
Close the call.
Sample spiel: Thank you again for calling Tforce Freight, we appreciate your business. Bye!
 RATE QUOTE CALL FLOW

Deliver opening spiel.

Thank you for calling TForce Freight my name is ____, how can I help you?

Note: Make sure to always acknowledge your customer’s concern.

Sample Spiel: Sure, I’ll be more than happy to assist you with your rate quote.

Access the RINQ screen in EDGE.

VERIFICATION
Ask if the caller is the Shipper, Consignee, or Third Party

Sample Spiel: Are you a shipper, consignee or 3rd party?

Ask for company name and enter 4x4.

S4x4 for Shipper

C4x4 for Consignee

B4x4 for Third Party (bill-to)

Note: If caller is from a different company, advise we cannot provide a quote

Ask for Origin and Destination ZIP code.

Sample Spiel: Can I have the origin and destination zip code, please?

Ask payment terms.

If the Shipper is calling, you MUST ask if it will be prepaid or collect.

Sample Spiel: Is this prepaid or collect?

If the shipment is prepaid, you may leave the P/C field blank.

If the Consignee is calling, the payment type must be C (collect)

If the Third Party is calling, the payment type must be P (prepaid)

Ask for the shipment details.

Sample Spiel:

How many pcs are you shipping?

The type of package, please?

What type of commodity is this?

Is this stackable or non-stackable?

Dimensions, please?

What’s the total weight?

Do you have the class?

If yes, just type the number provided by the customer on CLS field.

If no, access the freight calculator and enter the shipment details and click calculate. Look for the number under “Ac
the “Class Lookup” in IRIS and get the class number based on the actual density information and copy it on RINQ u

Enter the new tab and type feet under #PKG field and type the Linear footage number under Description Field.

Ask for special handling.

Sample Spiel: Would you like to add any special handling services like LTL Guaranteed?

Ask for the caller’s information.

Sample Spiel: Can you verify your name and phone number, please?

Enter gathered information in RINQ.

NAME

NMBR

COMM

CLASS PROVIDED BY CCR – This option will be used when you look up the class based on density and provide it t
NMFC PROVIDED BY CCR – This option will be used when you look up the NMFC number and provide it to the cus

CLASS PROVIDED BY CUST – This option will be used when the customer provides the class to you and no NMFC

NMFC PROVIDED BY CUST – This option will be used when the customer provides the NMFC number to you.

If multiple commodity lines, enter one COMM for each and specify NMFC/Class & who provided.

Review rate with customer.

Acknowledgement/ verification.

Sample Spiel: Thank you again for providing all the information. Just to verify this is a from (origin zip code) going to
weighing 500 lbs. (weight), right?

Based on the information you have provided, the rate is $ _____. Would you like to get the quote number?

If yes, press F11 the provide the number.

Sample Spiel: Your quote number is _______. Please include this number on your bill of lading. Would you like to sc

If yes, proceed to P&D and schedule the pick-up request then return to RINQ and add the confirmation number to th

Type the keyword CSPU in the #Pkg field.

Type the confirmation number in the Description field.

Press F9 to lock the quote with the pickup confirmation number.

If the customer does not wish to schedule a pickup, advise the customer the quote is valid for 7 calendar days. If the
at a future date, advise them that the rate may vary because of the customer pricing and 102 rules in effect at the tim
handled.

Note: If the customer requests a copy of the rate quote, see Emailing or Faxing a Rate Quote.
Offer Additional assistance.

Sample spiel: Is there anything else that I can help you with aside from this?

Close the call.

Sample spiel: Thank you again for calling Tforce Freight, we appreciate your business. Bye!

s
BASIC PICKUP
It’s a great day at Tforce this is [Your Name], how can I help?
Wonderful! I can definitely help you! May I have your name?
*Select City Operations button from the Central Call Taking System toolbar*
*Select Enter New Call
May I know the phone number of the pickup location?
*Search by the pickup location's phone number.
If a match is found, select the record that matches
the information provided by your customer
Are you calling for (company name and verify the address)
Are you the contact person at the location?
*If they are the contact at the pickup location:
Enter their first and last name in the Contact field
Enter their email in the E-Mail field
(if not ask the name, phone and email if he/she is not the contact person)
Are you still open from 8 to 5.
*Click the Add button to add shipment information.
What is the total number of pieces for your shipment?
What is the total weight of the shipment?
What is the package type?
Note: TForce Freight does not provide packaging services
Shipments must be packaged for transport (on a skid, shrink-wrapped, crated, etc.
before pickup (For additional information, see Packaging and Labeling Guidelines)
What is the destination ZIP Code?
What is a description of the commodity being shipped?
Review Restricted Commodities section of Prohibited and Restricted Commodities
(5964) to determine if the commodity is listed or if the customer advises that the commodity is a tobacco product
If the commodity is listed as restricted, determine the bill-to /
paying party company name and review Customers Approved to
Ship Restricted Commodities spreadsheet
If the bill-to's name is listed, continue to schedule the pickup
If the bill-to's company name is not listed, continue to Prohibited
and Restricted Commodities (5964) and follow steps outlined in
the document to provide information to the customer
If the customer advises the commodity is a tobacco product, go to
Prohibited and Restricted Commodities (5964) and follow steps
outlined in the document for tobacco products.
Is this a stackable or non-stackable shipment?
What are the dimensions (length, width and height) of the shipment?
Note: Height limit (due to trailer size) is 102 inches
Note: if the customer states that they are shipping "standard"
skids, you must verbally confirm whether they mean 4'x4' / 40"x48"
or another size. The customers' definition of "standard" may vary.
Note: Certain commodities may become restricted if they exceed
10 feet in length. Review Prohibited and Restricted Commodities (5964)
document. If the customer identifies that a shipment is over 10 feet,
round it up to the nearest whole number. For example, the shipment is
125 inches or 10.42 feet, round it to 11 feet.
How many pieces are we going to pickup?
What is the weight?
What is the dimension?
Do you need special handling (If requested, click the Edit Codes
button and select the appropriate option) Would you like to take advantage of the LTL guaranteed service ?
Click the Save button to save any shipment information and
return to the Enter/Edit Customer Call screen
I have the pickup schedule for you between _____.
Are you ready for the confirmation number?
Thank you for calling TForce Freight. Have a good day!
CALL FLOW

TRACKING
Good day, this is [Your Name] speaking from Tforce, how may I assist you?
Don't worry I can definitely help you check your shipment
May I know the PRO number or the tracking number, please? Thank you!
Go to TRSE using the PRO number
What is the original and destination zipcode?
Go to BIFB to review the orig and dest zip.
In Transit – The EDD is in the future
STANDARD SHIPMENT
“I’m showing that your shipment is still in transit and scheduled for delivery on (EDD).”
RURAL
“Your shipment is scheduled to be available for delivery on (date).
However, the destination is located in an area that may not be serviced
every day. Please allow an additional 1-5 business days for delivery."

OUT OF DELIVERY - NO APP REQUIRED

"I have checked the status of your shipment in our tracking system.
Our records indicate that your shipment still in transit and scheduled for delivery on (EDD)"
Note: If the customer insists on being contacted by the service center,
submit an urgent Delivery/Delivery Attempt ARC case, and
advise the caller that the service center will contact them within an
hour to provide more information.
Note: Do NOT suggest or offer to contact the dispatcher unless there
is less than hour left before customer close time.

SHIPMENT HAS BEEN DELIVERED

Provide delivery details the customer has requested, which may include:
Date of delivery
Time of delivery
Name of the individual who signed for the shipment
See Providing Documents if customer requests a copy of the delivery receipt.
Resource - 5696

REFER TO IRIS 13516 FOR MORE TRACKING PROCESS

TIME IN TRANSIT
Thanks for reaching Tforce, your go-to freight carrier.This is [your name] How can I help?”
Yes, I can definitely help you checking the time.
Can I have the Origin and Destination Zip code please? Thank you!
Go to RONQ screen
RESULT: Routing Inquiry Screen
ZIP CODE: Origin, Dest - Different Options can be access - 1028
NON RURAL SPIEL:
As per checking, “Your transit time from (origin city) to
(destination city) is (# of) business days. If we pick up the shipment today,
the scheduled delivery date will be (provide date). ”
RURAL SPIEL:
As per checking: “The transit time from (origin city) to (destination city)
is (# of) business days. If we pick up the shipment today, the scheduled
delivery date will be (provide date). However, the destination is located in
an area that may not be serviced every day. Please allow an additional
1-5 business days for delivery.”
If the TERM code for the origin or destination zip code is XXX,
the location is not currently serviced by TForce Freight:
The location is in an area that we do not currently service
Any shipment accidently picked up routing to a non-serviced
ZIP code will be returned to the shipper.
If a shipment is picked up accidentally, after it arrives at the service center we
will confirm that we cannot route the freight to the un-serviced destination
ZIP code. The freight will be sent back to the shipper and they will be
informed that we do not service that point.
Apology statements
Conveying understanding
Apology statements:

Accepting responsibility
Apology statements:

 Explain and solve

Apology statements:

 Gratitude

Apology statements:
 When you need to apologise to a customer, it’s tempting to dive straight in and get the ‘I’m sorry’ out of the way. But how
understand?
The first of the apology statements should involve generating an understanding
• If I am understanding you correctly of the
[paraphrase issue
their and validati
complaint]
• I understand how [customer’s feelings – i.e frustrating, upsetting, disruptive] this problem
After proving that you understand the problem, comes the apology. It’s not enough to simply type ‘I’m sorry’ and be done wit
• I understand how [issue] mustwrong.
have impacted your [workflows etc.]
The key to these apology statements is two-fold. First, don’t hide from the responsibility or shift the blame. Second, tailor
• I’m sorry that you’ve had to deal with [issue]
• I am sorry that we failed to [cause of issue] and you’ve had to deal with the out
Saying sorry for the problem in customer service• is
I’m sorry
not this failure
enough on our part
of an apology, has impacted
however. There’s you
moreand your
that [workflows
needs etc
saying. Apo
The more you apologise to a customer, the less it means. It’s only effective ifprove that the
you solve you problem.
mean it. So, explain why the prob
this customer personally, and to prevent a recurrence.
• The issue happened because we [what caused the issue]. To prevent it from happening ag
• We care deeply about your experience and we failed to meet our regular quality standards. We should have been more care
you.
Finally, you should always end your apology by showing gratitude to the customer. Thanking the customer is a great way to
The customer has taken the time to get in touch, sit through the chat with you, and allow youtotoreiterate
water under the bridge. This is also a good opportunity your apolo
make things righ
• Again, I’m deeply sorry this has happened to you
that you.appreciate
It’s not the experience we wish
this, and start to create
to return the for any
chat toofa our customers.
state Thank
of positive equ
to address it.
• Thank you for bearing with us through this incident. If there’s anything else I can help you with