Common Empathy Phrases for Customer Service Reps

To become a successful customer service professional, you will need a ton of skills. You will be advocating for and helping people whenever they are in need of Towing Service Discounts, and you will need to have a tremendous amount of patience and knowledge of products you sell. The purpose of a customer service rep is to help customers solve problems they are facing and help them achieve success.

With that in mind, reps should always strive to relate well with every customer, as each customer is normally faced with unique challenges and problems. Here are some of the most common and useful empathy phrases for customer service reps.

I hear you

While in most cases reps may move on to the next part of their script, it is important to pause conversations to let a customer know they hear them out and understand their feelings. Doing so is a great way to build rapport and show empathy. As a rep, you can ask questions such as – how can I help you, as such can be used for maximum effectiveness. By asking how you can help, you will get a clear picture of customer’s pain points and will help you to craft your strategy.

Thank you for that suggestion

Sometimes, your product or service may fall short of what a specific customer is looking for and hoping to accomplish. In such cases, it is important to acknowledge the feedback you get from a customer. If an alternative solution is not available, you can provide a community or forum they can turn to, to get the help they need. Acknowledging feedback from a customer helps in showing you care and listen to your customers.

I’m sorry to hear about that

As a customer service rep, you do not need to be in the wrong to say you are sorry. Saying you are sorry to hear about something clearly shows you empathize with the pain the customer is feeling and you offer them a chance to vent out their frustrations if they have to. When someone speaks out how they feel, they get a chance to express themselves, and that way, they heal faster.

I appreciate the feedback

While customer service reps need to be mindful of what they say, customers don’t have to. Customers get a chance to speak freely about a product or service and brand as a whole. Rather than contesting with a customer, sometimes it works better to let a customer express how they feel without interrupting them. When a customer is angry at a rep, they are not necessarily taking things personally, they are only angry with a situation facing them.

I understand how ‘x’ is preventing you from achieving ‘y’

When a customer is frustrated with a situation, it is natural for the rep to say they understand. However, doing so doesn’t necessarily acknowledge you fully understand the situation. Rather, it shows you are focused on the emotional response of a customer. Instead, you can show a customer you understand more by expressing your understanding of how a certain problem facing them is preventing them from achieving something else. That way, you will show both your competence and care.

How to Understand People Better

UnderstandingResearch has shown that words account for only seven percent of how we communicate, whereas body language accounts for more than 55 percent, and voice tone representing the rest. Imagine a situation you might have been being served by a towing service attendant or hotel attendant. What body language or tonal variation might you have learnt from them? You should not try too hard to read people’s body languages. There are simple things you can observe to read everything one has in their store in terms of communication.

Here are few body language cues you can follow to understand people better.



You need to pay attention to appearance. This means you should pay attention to what others are wearing. Are they wearing a power suit, are they dressed for success do their dressing portray ambition? If they are dressed in jeans and t-shirts, it might indicate they are comfortable with being casual. Are they dressed to show a top tight cleavage in a seductive manner? All these different types of attire tell different things about one’s personality.


You should pay a keen attention to posture. While observing the posture, ask yourself if they are holding their head high in show of confidence or not. Are they walking in an indecisive manner as a way of showing their low self-esteem? Or are they swaggering with a puffed out chest as a way of showing their ego. All these and many other postures can be a guide to understanding people better.


Watch out physical movements

ExpressionsThere are a lot of things we can learn about people by observing their physical movements. Observe if someone is leaning and at a distance. In most cases, we lean towards those we like and away from those we do not like. Observe if there are crossed arms and legs. Crossed arms and legs is a posture that portrays defensiveness and anger. Observe if someone is hiding one’s hand. When people place their hands in their laps and pockets, it might be a suggestion they are hiding something. Also observe if there are instances of lip biting or cuticle picking, as these might mean someone is trying to soothe themselves while under pressure.


Interpreting facial expressions

Emotions can become too much etched on our faces. If there are deep frown lines, they might suggest overthinking or worry. Crow’s feet normally suggest the smiles of joy. Pursed lips may suggest anger, bitterness or contempt. Another technique that might help involves listening to your intuition. This means tuning into someone beyond their body language and words. Intuition deals more with what your gut feels.

At any given time, you should honor your gut feeling. You should listen to what your gut leads you to especially during the first time you are meeting someone. Gut feeling involves visceral reactions that happen to you before you can even get a chance to think. It deals with if you are at ease or not. Gut feeling is a primal response that happens quickly.  Also, pay keen attention to whether you have feelings of goosebumps or not. Goosebumps normally portray the way we feel and resonate with people who move or inspire us.




How Sports Psychology Works

psychologyFor many people, participating in any sporting activity is a fun way to stay fit and active. A select few people may have a decent living by playing sports professionally. We cannot all be the same, as I find my pleasure serving client at Abingdon Tow Truck. One interesting sector of sports is sports psychology.

When we talk about sports psychology, it is a branch of psychology which places its focus on how individuals are affected by playing sports. It also deals with ways of improving the mindset of an athlete in order to perform to their level best in their specific sports. A sports psychologist has a good understanding of a person who participates in sports and working on improving their mental preparedness to excel.


Importance of sports psychology

Sports psychology is very important as it helps in understanding what motivates an athlete and what makes them perform to their level best. Professionals in the field of sports psychology are very knowledgeable and compassionate on matters that determine the challenges and pressures that many athletes face today. Athletes who take advantage of the advice and counseling that they get from a sports psychologist tend to perform better and have more fulfilling careers.


Starting a sports psychology career

To start a sports psychology career, it is important to combine physical education and psychology. There are many colleges and universities that offer certification in this career. Their programs are based on a blend of psychology courses and physical education ones.


Working as a sports psychologist

stressAthletes seek help and advice from a sports psychologist to boost their performance. This normally happens when an athlete starts to lose focus on their performance or feels that they have a potential to perform better. An athlete may become overly anxious or lose focus during a competition, prompting the need to seek help from a sports psychologist.

An athlete might also have some problems communicating with teammates, or even controlling their temper. They might also be looking for ways to motivate themselves to reach optimal performance. When a sports psychologist comes along, they may help in many ways including;

Enhancing performance – This happens through various mental strategies. These strategies may include self-talk, relaxation techniques, and self-talk. All these techniques can help an athlete overcome various obstacles and perform to their best.

Another way of helping athletes is in the sector of coping with the pressures associated with competition. These psychologists help athletes to deal with all levels of pressure from their coaches, parents, fans and other expectations.

Sports psychologists help athletes on matters of keeping up with an exercise program. Even the most motivated athletes who would want to work out every day may find themselves unable to keep up with their goals. Sports psychologists come in to help athletes on matters motivation and other related concerns.

Sports psychologists also help athletes recover from injuries. After an injury, an athlete may need assistance in tolerating the pain and adhering to all aspects of physical therapy. Sports psychologists also help athletes to enjoy their sports by promoting healthy self-esteem

Guide to Eating for Sports

nutritionThere are a number of factors that contribute to success in sports and one of them is diet. The diet of an athlete depends on a number of factors including the athlete’s goal, the environment he operates in and other practical issues. Research shows that proper nutrition is key to minimizing injury and optimizing performance for athletes.

When it comes to nutrition, there are three mains issues that must be considered. These include;



Athletes need glycogen that comes from carbohydrates. Glycogen is a form of energy that is stored in the liver and muscles. It is readily available and highly needed during strenuous activity. When you maximize glycogen prior to exercising helps an athlete to last longer. It also helps in delaying onset fatigue and increasing performance. The recommended dosage should be about 10-12 grams per kg of body weight. It should also be taken about 36 to 48 hours as pre-workout. When you are participating in low-intensity exercises, you do not need a lot of carbs.



Hydration plays a very vital role when it comes to determining the overall performance of an athlete. When you experience fluid loss that is greater than 2 percent of body weight, it can have a significant impact on your performance. It can lead to impaired neuromuscular control, reduced cognition and pain in muscle joints all this increases your chances of injury. To minimize these risks, you need proper hydration prior to performing in an intense exercise. The normal recommended levels are one ounce of water per pound of body weight.



As an athlete, you need an electrolyte supplement such as Gatorade which are taken along with carbohydrates. It helps in providing a very significant increase in resistance training such as sprint training and bench pressing. It is very important to maintain a balance between the electrolyte and water intake.

Other Considerations

There are other considerations that come into play when it comes to delivering an optimal performance by an athlete. One of these issues is rest time. Rest is very important to ensure an athlete gets enough time for muscles to recover. Most coaches push an athlete to rigorous training so that during the actual sport, it can be easy for them. Training methods and tactics also impact the way an athlete will perform. Ensure that you switch training patterns to be all round and perform to your best during most the challenging times.

Best Strength Training for Athletes

medicine ballsImproving speed and performance should be the goal of every athlete no matter what sport you are involved in. All sports require movement and the only thing in your body that creates movement are muscles. Muscles are attached to bones and are used to create movements. You either have strong and powerful muscles that help you to create quick and powerful movements or you just have weak ones that hinder you from achieving your optimal performance.

All athletes want to promote their strength, agility, speed, balance, and flexibility. There are top exercises that can help you develop your strength and conditioning as an athlete. Top exercises include;


Compound movements

You need to practice compound movements incorporating accommodating resistance. You must train your body to achieve explosive speeds. You can train the body using a series of bands and chains. These tools allow you to control your acceleration and deceleration by the use of moving loads. When used correctly, it can help to increase your strength.


Medicine Balls

The greatest advantage of medicine balls is that when used in a large open area, these balls allow athletes to release the ball with incredible power. These balls can be thrown in different directions, be it overhead, sideways or behind and allow an athlete to accelerate the ball with no deceleration time.



Plyometric employs the philosophy of jumping or jump training. It is an exercise that has brought new ways to increase the fast spasm muscle in the lower body. When done in the correct manner, with a low rep and right rest between sets, jump training can make one be very explosive.


Many athletes need to gain weight and strength during the time they are not on sports. The best way to go about it is to pick up heavy objects and walk, carry, pull or push them. These exercises shock the central nervous system into growing muscles in a quick manner. These exercises prove to be the best ones for wrestlers, rugby players, and football players.



For an athlete to fully prepare for a game time, they need to practice with the same period and intensity involved in an actual game time. Short and fact bouts of explosive sprinting with enough rest can prove to be very helpful for athletes. You also need to have a positive frame of mind. Also, understand that there is not a perfect training program. Every training program seems to be incomplete. You have to include as many programs and training as possible to achieve your optimum levels.

How to Improve your Athletic Performance

AtheleteIs there are a blueprint to improving athletic performance? If there was a clear one, we would all adopt it. But for athletes, there is always a room to grow. It has been discussed that the modern day athlete is becoming faster, stronger and better in comparison with the past years. These are the words of David Epstein as discussed in TED Talk when he compared the performance of Usain Bolt against Jesse Owens, who dominated sports in 1936.

We are living in a period where we have a lot of information facilitated by advances in technology. We have accumulated a complex know-how of sports science, supplementation as well as nutrition. If you are an athlete, or just plan to become one, there are key things you can put into practice to maximize your athletic performance.


Eat the Right Food

You need to eat the right food at the right time. Food plays a very crucial role in athletic performance. An athlete cannot just decide to eat anything they like and expect to be in top performance. An athlete’s meal should be cleaner as compared to that of an average Joe. This is the reason we have nutritionists who are specifically tailored for athletes. Nutritionists can create meals that are specially tailored for athletes.

Eat the Right Supplements

As an athlete, you need to eat the right supplements at the right time. There are those instances that you can’t just rely on the food you eat. There are those times you have to mix it up with supplements. The most important supplements you need are vitamins. You will equally need proteins and various pre and post workout supplements to fuel your body before a workout as well as healing and recovery after training sessions.

Functional Exercises

athelete performanceAs an athlete, you need to focus on functional exercises. To up your performance, you need to have the right workout for the right sport. In most cases, isolation exercises will not deliver you the results. Exercises tailored for bodybuilders won’t work for athletes. There are those athletes who don’t look muscular, but their physique is tailored for their sport; a good example is swimmers.


The way athletes perform is very important. One of the best ways to improve athletic performance is by repeating the same movement and exercise until you master it. Ever wondered why some athletes react so fact to different situations? It is because they have mastered a specific drill over a long time. You need to mix up workouts every three weeks. This helps your muscle memory in your body to adapt to stressful and changing encounters. You also need to apply muscle confusion which can produce amazing results for athletes.


First, an athlete needs to log their performance and improvement. They need to know what they have accomplished so far, and the progress they are making.  Secondly, they need to include conditioning in their routine. Athletes should take time to improve and refine their techniques. They should also incorporate conditioning exercises during their training routines to make their body adapt fully.