One of the major principles in running a sustainable business is sticking to the basics. These include having quality customer service. With the ever-changing trends in consumer behavior, more and more businesses are putting more value on providing an unparalleled customer experience.
Thatโs why investing in highly skilled professionals in this field is a must. Customer service representatives play a crucial role in maintaining a businessโs credibility, so itโs a big help to practice empathetic and positive language in dealing with customer concerns.
Importance of Positive Scripting
This practice can help ensure that a customer service representative is never lost for words or uncertain on how to steer any customer interaction. In short, positive scripting leads to a better service to customers through reinforced customer engagement, increased satisfaction, and reduced customer attrition rate.
How can you avoid using the wrong words or phrases that may upset customers or bring grave damage to the business? Start by knowing the good things to say to customers to ensure topnotch service!
Top 10 Customer Service Phrases You Should Use
1. โYour business means a lot to us.โ
Making your customers feel special shouldnโt be such a new thing in your field. Reassure them that their business means a lot to the company. However, note that this can also come off as rude or too generic. Make sure your tone is genuine and that you really mean what you say!
2. โI understand how ___ that must be.โ
Being able to practice empathy is one of the most vital customer service skills. Relate to how the customer feels about the issue or concern theyโre raising.
3. โThatโs a great question! Iโll find that out for you.โ
If anything, customers will appreciate it more if you donโt just guess the answer to their concerns. Rather, find the exact solutions or answers they need.
4. โI appreciate you bringing this up to our attention.โ
This makes your customers feel that theyโre part of something thatโll help the business big time. With this, theyโll feel at ease during the conversation and can remain calm, too.
5. โWe highly value your feedback!โ
Apart from encouraging your customers to raise their concerns so that you can help solve them, one way to provide great customer service is to let them know that your company is committed to problem-solving.
6. โI can absolutely help you with that!โ
This statement signals not just your enthusiasm to help address your customersโ concerns, but also your competence on behalf of the company. Always put yourself in the shoes of the customers: Youโd want to be able to feel youโre in good hands, right? This customer service phrase will help you make them feel just that!
7. โAnything else I can help you with?โ
Being able to provide the best customer experience means knocking out all customer concerns and issues in one smooth conversation. Having solved their main issue is great, but you can always go the extra mile and try to solve ancillary questions they might have, too. Doing this helps avoid future callbacks, and surely your customers (and superiors!) will appreciate it.
8. โThank you!โ
Seems like a very simple statement, right? Even so, itโs always a no-brainer to make your customers feel appreciated for taking the time to raise their concerns to help the company improve its service.
9. โHow is your day going?โ
A great way to help your customers feel at ease when talking to you is to break the ice. Build rapport more effectively by asking them how their day is going. This way, youโre also showing empathy and curiosity about your customersโ state of mind outside of just solving their main concerns.
10. โIโve passed this on to our team.โ
Nothing beats honest customer service. Acknowledging that a certain concern or issue is out of your expertise and that youโll tap the right department to help address it is a good sign youโre delivering exceptional customer service.
Top 5 Customer Service Phrases to Avoid
1. โIโm sorry but Iโm having a bad day.โ
Letโs be real: We all have bad days! You and your customers know that well. However, as a customer service professional, your role is to make sure your customers never hear about them or how they are affecting you.
2. โYouโre wrong with that.โ
Businesses acknowledge the power of customers, and one wrong move can put all the companyโs efforts down the drain. Even if the customers really are wrong about their issues or concerns, itโs best to not have this statement come out of your mouth. Instead, dissect the concern directly and help address it.
3. โCalm down.โ
The contrary might happen if you use this customer service phrase. One better way to perform your role to help the customer โcalm downโ is to solve their issue, not by telling them how and what to feel.
4. โIโm not sure.โ
Itโs understandable if youโre uncertain about a lot of things! However, there are a million better ways to respond to your customers rather than risking the credibility of the company youโre representing.
5. โI canโt help you with that.โ
This is one of the worst phrases you could ever utter in your customer service career. Apart from it being vague due to lack of context, itโs also regarded as rude. Do your best by reassuring your customers that youโll help them find the best answers to their concerns!
With all these, you now have ample knowledge on how you can improve your skills in dealing with customers. Being familiar with the top customer service phrases you must use and avoid, are you ready to kickstart your customer service job search? Let Bossjob help you! Browse through our available customer service job openings. You may also check out more of our job search tips and career advice blogs to help you arm yourself as you prepare for the career success you aspire!
