We can all agree: words matter. Especially in customer service.
The vocabulary we use can attract or repel, welcome or intimidate. In customer service, we are already dealing with customers who are confused at best and under stress or even upset at worst. How can we defuse negative emotions and move forward to a constructive resolution to a customer support challenge? Using positive language can make all the difference. Let’s take a look at some customer service phrases that can make anyone’s support experience better:
1. I Understand.
A confused customer wants to know that you are the right person for them to come to with their problem or question. Feeling heard and understood is essential to moving forward. When the customer has told you their problem, repeat it back to them and say, “I want to make sure I understand so I can help you.” Avoid saying that you do not understand or that you yourself are confused. If you yourself are confused about their question, take a moment to break the problem down into smaller pieces and have the customer confirm each one. When you are both clear on the issues, you can help your customer make their own choice from the available options, putting them in the driver’s seat.
Better than yes, certainly is definitive and comforting to the confused customer. Your confidence is contagious; if you express it, your customer will feel it, too. And if you and your employees can make your customer feel good about themselves, they will come back again and again. Building their self-esteem adds value to your product or service.
3. I would be delighted.
This might sound overly enthusiastic to you. Many people are shy of expressing strong emotions other than to friends and family. Try it out and see what happens: first, it puts a smile on your face that can absolutely be heard over the telephone; second, it shows that you enjoy your work, and right now your work is focused on this customer and nothing else; third, it conveys a level of interest in solving the customer’s problem that is unusually high. The customer will remember that you were especially determined and happy to assist them.
4. Let’s take a closer look.
Using language that includes your customer in the problem-solving process can make them feel empowered and in control, which they are not when they are upset. You are working together to analyze their situation and overcome their obstacles. Make them a part of your team and let them take back the power over their circumstances. And don’t forget to praise them if they come up with a good idea or agree with a good idea of yours. When a team is successful, everyone gets to take the credit.
5. I am sorry.
Your customer’s problem most likely has nothing to do with anything you personally have done or said, but you are the face, the voice, and the human representative of everything anyone in your company has done in the past. An apology can go a long way to calm an upset customer, as they feel you are taking responsibility for the circumstances they find themselves in. Go ahead and apologize and make it sincere.
6. Right away.
If you can resolve the customer’s situation yourself, tell them you are doing so now, right while they are talking to you. If you have to refer it to your supervisor or another person, let them know that you will be doing so immediately after your conversation. Tell them that you know how important it is to follow through and, especially if they have felt or been neglected in the past, that you would never let them fall through the cracks.
And one last thing to always say: Thank You.
The very most important thing you can say to a Customer, no matter how they feel.
7. THANK YOU.
Yes, you helped them. Yes, they should be thanking you for being nice, being knowledgeable, being friendly, being kind. But they are your Customer and for that and that alone, they deserve your thanks. Let your thanks be the last thing they hear from you and their impression of you–and your company–will always be a good one.
Your customer support vocabulary can make a repeat customer out of a previously unsatisfied or unhappy one and repeat customers are the lifeblood of your company. And a satisfied customer is a great marketing tool, as well. Changing the way you speak to customers can make a bad day into a good one for both the customer and you.
Have you ever called a customer support line and found yourself talking about holidays or kids? Relationships don’t have to be long to be pleasant and change your mood in a positive way, and that of your customer. Don’t just help your customer with their problem, improve their outlook. They will remember you and your company with a smile–and a future purchase.
With HappyFox Chat, bring your customers’ conversations to your computer screens, enabling you and your agents to respond faster and fix issues quickly, with minimal lag time. Bring live chat into your business today and watch your agents put these key terms to work!