Empathy is important in the workplace and especially in customer service. You might want to demonstrate it with “I understand your frustration,” but is it really the best phrase to relate to someone?
This article has gathered the best alternatives to “I understand your frustration.”
- I understand your disappointment
- I know this is frustrating
- Of course, I appreciate your frustration
- I appreciate how frustrated you are
- I can totally understand your frustration towards this issue
- I’m on your side here
- I feel for you
- I’m very sorry to disappoint you
- I know this is disappointing
- Your frustration is valid
Keep reading to learn other ways to say “I understand your frustration” with these synonyms. We’ll show you how to say “I understand your frustration” in different situations, depending on why you need it.
1. I Understand Your Disappointment
One of the most useful synonyms is “I understand your disappointment.” It’s a great one to use when writing customer service emails. It shows you can sympathize with a customer when they share their displeasure with you.
We highly recommend using this in an email when someone wants answers. It suggests you appreciate their issues and will do whatever you can to fix the problem.
It’s a very professional and useful one to include when you want to be as respectful as possible.
If you’re still unsure, refer to this example:
I understand your disappointment, but I’m afraid there’s nothing else I can do to solve the problem.
All the best,
2. I Know This Is Frustrating
“I know this is frustrating” shows you how to handle a frustrated customer most efficiently. It lets you understand their difficulties or issues and let them know you’re on their side.
Generally, phrases like this work really well in customer service settings. They are professional and polite, allowing you to make a solid connection with a customer when they come to you for help.
You can also refer to this example to help you:
I know this is frustrating, but we’re doing everything we can to help you. Please bear with us for a bit longer.
3. Of Course, I Appreciate Your Frustration
We recommend using “of course, I appreciate your frustration” to really show that you feel for someone and their problems. It’s a great professional alternative to include in an email when someone has approached you with displeasure.
Generally, this phrase works best in business emails to clients or customers. Using “of course” suggests that their problem is obvious, and it would be ridiculous of you not to agree with them.
It makes the recipient feel like you’re on their side. Therefore, you can build a better working relationship with them to figure out how to help.
Check out the following example to see how it works:
Dear Ms. Keen,
Of course, I appreciate your frustration. I’m doing everything I can to ensure this doesn’t happen again.
4. I Appreciate How Frustrated You Are
A good example of how to respond to a frustrated customer email is “I appreciate how frustrated you are.” It’s polite and sincere, showing that you fully understand where someone is coming from and why they are upset.
From there, you can build a good rapport and see what you can do to fix the issue. You should always try to be this genuine when emailing customers (especially if you want to help).
This example should help you understand it better:
Dear Mrs. Grettel,
I appreciate how frustrated you are, but I still need time to fix this. Please give me a few more days.
All the best,
5. I Can Totally Understand Your Frustration Towards This Issue
Using emphasizers like “totally” might not always work in professional settings. However, “I can totally understand your frustration towards this issue” is a great phrase in more casual emails.
For instance, you might use it when emailing customers. If you work for a more casual company (i.e., one that doesn’t require overly professional language), then a phrase like this will do the trick.
Why not refer to the following sample email to help you:
I can totally understand your frustration towards this issue. Unfortunately, there’s nothing else I can do.
6. I’m on Your Side Here
We highly recommend trying to relate to a frustrated customer. They’ve come to you for help, and they want to know what you can do to fix their frustrations.
That’s where “I’m on your side here” comes in. It’s a great synonym for “I understand your frustration.” It shows you appreciate and understand someone without directly saying that.
Instead, it implies you are on the same team. Creating a team between yourself and a customer is a great way to show them that you care enough to resolve whatever issues they may have.
Here’s a useful example email to help if you’re still confused:
I’m on your side here. However, I still need some time to try and find the best solution that benefits every party.
7. I Feel for You
One of the more sympathetic phrases you can use is “I feel for you.” It’s a great way to show someone you appreciate their frustrations because it shows you share similar feelings.
Generally, this phrase only works in more casual settings. It won’t work well in most professional emails because it doesn’t use the most professional wording.
However, it’s a great way to connect with someone via email. So, you may want to use it when emailing a customer to let them know something is out of your control.
If you’re still stuck, check out this example:
I feel for you, but I can’t do anything to change the outcome. It is out of my control at the minute.
All the best,
8. I’m Very Sorry to Disappoint You
A simple way to upgrade an alternative from OK to effective is by including words like “very” or “really” in “I’m sorry.” So, you could say “I’m very sorry to disappoint you” to empathize with someone and let them know that you feel bad for the situation they’re in.
It’s a great alternative to “I understand your frustration” and works well professionally. We recommend including it in emails to show genuine regret and sorrow toward someone who has come to you with major frustrations.
You can also refer to this email if you’re unsure:
I’m very sorry to disappoint you. Is there anything I can do that might help to ease the frustration?
All the best,
9. I Know This Is Disappointing
You may also benefit from saying “I know this is disappointing.” It’s a great alternative because it shows you understand why someone is frustrated.
Using a term like “I know” suggests you feel for someone. It lets them know that they’re not overreacting by coming to you and sharing their frustrations.
We highly recommend it when emailing customers to calm them down. It shows you appreciate where they’re coming from and would like to do whatever you can to help.
This email example will help you understand it:
I know this is disappointing, but there isn’t anything else we can do. Please accept my deepest apologies.
10. Your Frustration Is Valid
If you’re looking for a good way to sympathize with a client, try “your frustration is valid.” It’s an excellent alternative to “I understand your frustration” because it shows you completely understand where someone is coming from.
Using a word like “valid” suggests that someone is correct and you do not think they’re overreacting. It’s a great one because it allows you to be respectful and understanding while also trying to figure out a way to help someone.
Here is an email sample to also show you how it works:
Your frustration is valid, and you are not alone. We are aiming to help all of our customers with this problem as soon as possible.
Martin holds a Master’s degree in Finance and International Business. He has six years of experience in professional communication with clients, executives, and colleagues. Furthermore, he has teaching experience from Aarhus University. Martin has been featured as an expert in communication and teaching on Forbes and Shopify. Read more about Martin here.