Each company needs to provide outstanding customer service to succeed. Providing outstanding customer support, however, can be difficult if you are unsure of which customer service phrases to use and which ones to avoid when speaking with customers. According to Zippia statistics, 72% of customers will switch to a competitor after one bad experience. To deliver the extraordinary experience your customers expect and keep them on your roster, using positive wording in your customer service interactions can help.
Your use of words can affect customer loyalty, retention, and even satisfaction. It might result in mistakes, uncertainty, or loss of customers for your company.
In this blog, we’ll cover the 12 customer service phrases to use to improve your support conversation. You’ll also learn the 10 customer service phrases you must avoid.
If you want to provide superior customer service, you should focus on improving your ability to communicate information in a clear, approachable manner. Consistently enjoyable communication is the best way to achieve results.
If you use these 12 customer service phrases, the majority of your support interactions will get better.
This greeting lets the customers know right away that this isn't just a one-time deal. It makes the entire chat feel personal if your customer service team welcomes the customers by stating, "Nice to meet you."
The phrase "happy to help" might be the most overused in support conversations, but it also works the best! This phrase shows customers that your service representatives are enthusiastic and prepared to resolve a problem or respond to a query. Positive language is an essential part of providing excellent customer service.
This customer service phrase serves as the ideal conclusion to a standout customer interaction. After you've addressed their problem, you can add that you're happy to help if they need additional assistance and encourage them to get in touch again.
This question is most helpful when asked at the beginning of a discussion with a customer because it enables you to determine how the customer prefers to be addressed. To better tailor your subsequent interactions, you can add a note to your customer service solution if their answer varies from what is already on file.
This is a helpful opening line for any customer conversation, whether it takes place in person, over the phone, or online. To sound a little more casual, you can substitute the word "help" for "assist," but in either case, you're letting the customers know you're interested in learning about their requirements.
This phrase ensures customers that you will go to any lengths to find the solution.
Customers feel validated when they receive compliments for asking a fantastic question, even if your team members hear it a thousand times a day. Additionally, it makes sure that you fully understand the customer's request and come up with the appropriate response. Spend the time necessary to do it correctly rather than rushing and giving false information.
Customers will understand that you are dedicated to providing excellent customer service and are ready to hear their opinions when they hear this phrase. It serves to convince customers that the customer service representative is paying attention to their problem. However, when customers find and report a problem to a company, they sometimes come off as unappreciative. At the very least, respond to these customers by saying, "Thanks so much for the heads up!" or "Hey, thanks so much for the time you took to bring this to our attention!" Show your concern for them.
For many factors, rephrasing a customer's issue for them is beneficial. Firstly, the customers will see that you are paying attention and processing the discussion if you repeat the information back to them. Secondly, it gives them a chance to clarify if you've misread the issue.
The more information you can get from the customer, the easier it will be to identify the issue's underlying cause and make an accurate diagnosis. This kind of request encourages the customer to go into more detail about their problem, so you can completely comprehend the situation. You can give your team the information they need to work toward a resolution if you require the help of a manager or subject specialist.
This phrase can be used to recognize that a customer's expressed desire is reasonable. It builds trust with the customers and makes them feel comprehended.
Repeating information is an important cause of frustration for customers, particularly if they are coming back with an unresolved problem. By clearly stating that you are aware of the situation and will support them in moving forward, you can make that transfer process easier for them.
As many customer service teams in those situations have records of previous conversations with a customer, this phrase is particularly useful for online or telephone interactions. The customer knows that you have evaluated their situation, preventing them from feeling as though they must repeat everything.
To solve a customer's issue, you may have to pass their contact to another person. This phrase explains what to expect so that they are not taken surprised when you move them. Assuring them that you've included a customer service team that can take into account and applies their ideas boosts the customer's voice and communicates their worth to your company.
This can be adjusted for both in-person and online interactions in a few different ways, and it is helpful after a call. Send the customer an open request to get in touch with you if they have any further queries or problems. It demonstrates to the customer that your business wants to assist them and makes it clear that they can get in touch with you again if necessary.
Teams that provide customer service are in a great situation to actively thank customers for their business. Take a minute to thank the customer for choosing to work with you after a problem has been fixed, or a query has been answered.
Every customer wants to feel appreciated, and you can use this adaptable phrase to show your appreciation at almost any time during the customer service interaction.
Live platform allows you to easily see a customer’s history with you, and personalize your thank you by referring to how long they’ve been a customer or the products they enjoy.
In many respects, knowing what to say and what not to say is equally essential. Avoid using these 10 customer service phrases to reduce the chance of irritating customers further and affecting your brand's reputation.
It is not a smart idea to refuse customers directly. Your customers will stop buying from you right away. The study shows that 78% of customers have backed out of purchase due to a poor customer experience. As customer dissatisfaction grows, they leave. Consider what you can offer to a customer rather than what you are unable to do.
How can you prevent using this customer's phrase? Substitute "As it turns out" for "unfortunately." Find similar, positive phrases that you can use in conversation without offending customers!
Strong listening skills are necessary to comprehend the needs and concerns of the customer. Simply stating that you don't know the solution should be avoided, as it may indicate that you are unwilling to assist. You represent the company, and using this phrase may result in a bad impression that the customer may never forget.
To successfully fix a customer's issue, it is crucial to comprehend their issues, the reasons behind their frustration, and how they feel. Don't apologize for not understanding them.
Take your time to comprehend. The secret lies in hearing actively. Listen with the intention of understanding rather than responding. If you use chatbots for customer support, make sure they can communicate with people and that the automated answers they provide are well-thought-out.
Customers who are already dissatisfied with your business will find this phrase irritating and condescending. Telling someone to settle down might have the reverse impact and cause them to feel even worse. There are better methods to handle this situation, even though it's sometimes necessary to calm a customer down before a conversation can proceed.
This phrase is passive-aggressive and gives the impression that the customer is to fault for a poor customer service experience. It doesn't show reverence or recognize their dissatisfaction. Instead, demonstrate to the customer that you are aware of their problems and offer a helpful answer.
Going above and beyond the standard non-apology will help you retain customers that you might have otherwise lost.
The customer communication you have with them could be permanently ruined by just saying this phrase.
Try your best to help the customer, even if the query is outside your field of expertise. Either do a little research and discover the answer they are searching for, or put them in touch with an expert.
You can ask, "How can I help?" rather than responding, "It's not my job." The customer feels valued, and it conveys excitement and a desire to assist.
No customer wishes to wait, particularly if they are waiting while you handle another customer's issue. There are, unfortunately, some situations where this is impossible. Ask the customer if you need to ask them to wait before you do so. In some cases, they might not have the patience to wait and would rather phone back later.
With improved internal communication, this issue can be managed without upsetting the customers. While speaking with customers, you can ask for assistance from other team members privately. If you run a ticketing system for customer support, a decent helpline with an internal notes system can be of great assistance to you.
Related article: What Are the Benefits of Using a Customer Support Ticketing System?
It's not always simple to give and receive information, particularly if the customer is upset or confused. Even if the customer did misunderstand something you said, this critical expression implies that they are at fault.
Take responsibility for making sure the customer comprehends the situation and all potential outcomes, rather than letting emotions influence your conversation.
There is always some negative news after "Unfortunately." Customers may become more defensive when they hear it. It turns out that even when you can't fully satisfy the customer's request, there are still methods that reduce the impact and give them a better experience.
This phrase gives your customer the impression that they cannot rely on you to deliver excellent customer service, which is the opposite of what you want them to believe!
This phrase expresses powerlessness and incompetence and is the verbal equal of raising your palms in the air. The discussion could go wrong if you reply, "I'm not sure." To understand what they are saying better, you should insist on more details.
The most important thing you can do when dealing with customers is to be genuine. Keep this in mind as you think about which phrases to start and stop using. In customer service, positive phrasing replaces unfavorable language with phrases that are positive and confident.
No phrase is a collection of magic phrases that will instantly enhance the customer experience. To react carefully to customers, it is crucial to know which words evoke positive emotions and which sound impersonal. Pay attention to our 12 customer service phrases to use and 10 phrases you need to avoid in order to boost your customer satisfaction and develop better communication.
Don't hesitate to get in touch with us today if you want to learn more about how the Live product family can help you support and improve your customer experience strategy.
Learn more about how the Live product family can help you support and improve your customer experience strategy.
