We choose words every day. When speaking, writing, requesting and deciding. We use some words and not others. Everybody does it. Why? Because the words we choose, create meaning and mission in our lives and relationships.
After all, providing great customer service means to know just what to say, when, and the best way to say it. But communication is hard and complicated. Everybody is different, and it’s even harder when you’re trying to make the mundane communication, a memorable one.
Have you ever stopped to wonder why you fall in love with some products or services and leave others sitting on the shelf? How do we decide between all the options we have, when most of the time we have little to no first-hand experience with the products we’re deciding between? What makes you finally decide to try a new hotel, buy a new shampoo or switch to a new brand of cell phone? The answer lies many times in the words used to sell the product or service.
Maybe you’ve never realized it, but words play a huge role in helping our brains decide which products to buy. There are tons of variables, but one thing has been proven time and time again: certain words sell better. They just do.
What a difference a few words can make to improve customer experience!
This little list of phrases to use in customer service should win medals. Adding any one of them into a conversation has the potential to transform average customer service into an outstanding customer service.
- “I’d be happy to help you with this.” When a customer calls or sends an email about an issue that they’re having, instead of responding with “I’ll look into this for you,” they will feel better if you tell them that you’d be happy to help. A simple tactic like adding more positive power words to your support interactions can make a big difference.
- “I understand how upset you must be.” This will greatly affect the tone of the conversation. Use this customer service phrase often and thoughtfully. Read the customer’s mood and relate with how he or she feels. Great support is defined by genuine empathy.
- “It’s my pleasure.” Offering great customer service many times means taking a servant position. And while you say this, have a great smile on your face. It does not matter if the communication is face to face or via telephone, smiles over the phone might be unseen, but they are most definitely heard. Even if a customer calls with an angry attitude, if they are greeted with a smiling voice, it can be contagious, and diffuse the negative emotions.
- “As much as I’d love to help…” Sometimes, the only possible answer to a situation is no, and when that happens, things can get complicated quickly and the client can get even angrier if he is already. Stay firm but kind by letting them know you’d like to help, but it’s just not possible in this situation.
- “Is there anything else I can help you with?” This is a loaded phrase and the way you use it is so much more powerful than the fact that you used it. When you use this phrase, you give the customers all of the time that they need to ask questions and work through any problems during that single support encounter and you are empowering your customers, making a personal emotional connection and helping them better understand everything. Also, you are anticipating the problems the customers may have, even before they realize it.
- “Thank you for being our customer.” When a problem has been resolved or a question answered, take a moment to appreciate them for being such good customers! If it is possible, send a personalized thank you, referring to how long they’ve been customers or the products they enjoy. A genuine thank you is rare, and it’s very simple. A positive way to build a stronger relationship with the people who really do pay the bills.
Every word and phrase you choose convey mood, tone and meaning. Customers come in every possible stage of enthusiasm, anxiety, understanding, confusion and anger. Following these phrases will be possible to create happy customers.
And remember: Choose wisely, because words matter. Service providers are the voice and often the face of their organizations. The words they choose have an impact on the future of your company.