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Acknowledgment statements are essential for customer service agents as they express empathy over the phone, which can be challenging, especially for non-native speakers. These statements enhance customer interactions by making them sound authentic instead of robotic. Agents should aim to convey understanding of the customer's difficulties while avoiding personal opinions. Effective phrases communicate shared feelings and a commitment to resolving issues, transforming a negative experience into a positive one. However, agents must use these statements judiciously to avoid sounding patronizing, ensuring they are appropriate for the situation at hand.
