Wow Words Customer Service

[Thora Buckner]

Usingthe right customer service phrases in even the most straightforward support interactions can transform a good customer experience into a great one. On the other hand, using the wrong phrases can make an otherwise exceptional support experience feel impersonal.

In customer support, improving your ability to convey information in a concise, friendly style will yield better results than anything else. Nothing delivers quite like consistently delightful communication.

"Hey! Stephanie here. Found you through your blog. I'm liking what I'm seeing so far! I had a few questions about your product before I consider making the switch from our old solution. So for integrations..."

Using a friendly tone of voice goes a long way in creating real customer engagement. It never hurts to showcase that there are competent, friendly, and passionate people sitting at the other end of the screen.

Sharing feedback with a company can sometimes feel like shouting into a black hole. Assuring a customer that you have recorded their comment and passed it on to the right people helps them feel listened to and appreciated.

For the customer, those changes can be worrying. They anticipate having to repeat all of their previous conversation with a new person. Smooth that transfer process for them by explicitly confirming that you are up to speed on the situation and will help them move forward.

Customer support teams are in a wonderful position to be able to actively thank customers for their business. When a problem has been resolved or a question answered, take a moment to appreciate the customer for choosing to work with you.

Finally, never thank your customer if they're not satisfied with the conversation so far. Focus on getting that resolution first; a thank you that comes too early can seem insincere to an upset customer.

Many people feel that businesses only care about them to the point they can get money from them. This is one of the primary reasons The Wall Street Journal says that everyone hates customer service:

Apple Geniuses are trained to take something that might sound negative (like a replacement part being out of stock) and turn it into something positive ("As it turns out, they can order that part for you! It will be here on Wednesday.").

Microsoft found that most customers have used more than three different communication channels to get service. Instead of sending your customers back and forth between conversations and channels, make every effort to help customers on the channel through which they contacted you.

Humans are pretty good at picking up on social cues. When someone apologizes and seems insincere, we can sense that. Because an apology is meant to repair a relationship, a bad apology can actually do more harm than no apology at all.

No phrase is a set of magic words that will automatically improve your customer experience. However, understanding which phrases create warm feelings and which come across as impersonal is an important part of thoughtfully responding to customers.

Looking for more phrases of positivity to include in your agent scripts? We have put together some examples of phrases where you can see these positive words in action in customer service conversations:

Advisors are often told to try to stay positive when interacting with an angry customer. However, that is much easier said than done, especially if the advisor is having to deal with such a caller for a long period of time.

So, the advisor has successfully helped the customer to solve their query, given them a quick summary of the call and explained the next steps. All that is left to do is finish with a positive call-closing statement.

On a not about an upset customer:

Feel, Felt, Found process is a very helpful on, as well as the note about getting information and make sure you are the one to follow up with the customer. There is nothing more exasperation from a customers point of view, then having to repeat the whole story again and again. Take inituative in the call and make sure the customer knows your name to refer back to.

I have found some truly amazing things on this site and so glad Google brought it up as first choice.

I do have some feedback that may help some people from a course I went on with my company recently (Which I loved)

Also, while listening to a rude customer I have found it to be useful for me to draw some patterns on a paper. This has provided me with much needed patience to listen to the long, unpleasant conversation.

Our skills as frontline customer agents whether delivering service or sales, need to focus on truly listening, understanding and adapting to their uniqueness in oredr to then deliver (or not if appropriate) a relevant solution.

In some cases, we need to handle issues that fall under company policies. We need to be too smart to say no to the customers. We need extra soft skills to say no gently to the customers at this point.

Here is what I currently use I understand you are calling in today in regards to the late fee on your account , I have been in the same situation before so I understand how you exactly feel. At this time the late fee will remain on the account but what we can do is provide you with different methods to prevent this from occurring in the future (then provide options) (You have to use the right tone when relaying this to customers)

with my little experience in the call center industry, the use of positive words are very important. the concern here however is, knowing when, where and how to use them.

for me, knowing your caller is very important.i.e if the caller is an intellect or an average person. for an intellect, the words above may be an exaggeration but to an average person it will be appropriate.

These tips are really great, I always highlight the important of language to the team I manage. I manage a call centre that deals mainly with customer queries. We often over look how powerful words are and how they can completely change positive communication with a person to a negative exchange when words are chosen wrongly. I found the following resources really helpful when doing some refresher customer service training with staff I know have these 5 do not say words displayed around the office. goo.gl/dzSM9b

Combined ideas, knowledge, curiosity and experiences result to an amazing web page that everyone must read on.

Congratulations to the creator of this.

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This is another customer service phrase that serves a dual purpose of letting the customer know that your team is in their corner while reminding your customer support team members to be understanding. Everyone has had to interact with customer service teams to resolve an issue. Channeling some of that energy into aligning with customers will go a long way.

Not everything is clear-cut. Use this customer service phrase to allow your customer to correct you if you misunderstood. Sometimes it can even be helpful to repeat what the customer has said back to them. They might be able to catch a missing step to help your team reproduce the issue and troubleshoot it.

Knowing which phrases to use and which ones to avoid will help you deliver service that leaves customers feeling delighted and empowered, even in less-than-ideal situations. Make sure to add positive customer service phrases to TextExpander so you always have them on hand!

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Most of my career has been spent in client-facing roles, either as some form of Customer Service Rep (CSR), or managing stakeholder relationships as a Project Manager (PM), and most recently managing a team of client-facing youth Instructors with some external contact myself; so when I say I am crazy about the customer experience, I hope you'll take that to heart.

For example, we're all familiar with Mission and Values statements. Many organizations even have them proudly displayed on their website. But at WorkTango, they have Passion and Virtues statements. Ostensibly, these are the same thing; their Passion statement is similar to what a Mission statement might be, and likewise with Virtues akin to Values. In both cases, they are the guiding principles or raisons d'tre of the business.

But, the specific words they use evoke a different sentiment. As they themselves explain, a Mission by definition has a clear beginning and end, but a Passion is a consistent, lifelong pursuit; Values are things you believe whereas Virtues are characteristics of things you do.

It may not seem like much, but these little distinctions play a large role in our perceptions, and how we work. It's easy for people who share a Passion to rally together accomplishing tasks to fulfill their passion, but not everyone is necessarily on-board with a particular Mission. It's also good to have people who share the same Values or beliefs working together, but even better when a team exhibits similar Virtues in the things they do, especially when it comes time to manage customer ops and relationships.

When talking about client-facing operations (service/success/experience/etc., and to which I collectively refer as simply customer ops in this article), it's important to be hyper-aware of this power of words, or precision of language.

Think about the people with whom you do business. What are they called? Further, how do you refer to your customer ops? There are myriad names to refer to these people and, though many are synonymous, they all evoke a different feeling or context of the relationship, and in turn how your customer ops might manage that relationship.

While they are for all intents and purposes the same in that they refer to someone making use of a business' products or services, each one likely made you feel differently; various relationships or levels of respect probably crossed your mind.

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