13 Nov Customer Service Skill: Using Positive Language
Whatever line of business you are in, it is important that you know the importance of effective communication in delivering great customer service. Positive Customer service phrase can reinforce customer engagement, increase satisfaction, and reduce customer attrition rate. Choosing the wrong words or phrases can upset your customers and sometimes makes them furious.
To understand how effective positive language is, let’s check out some negative language.
Consider the things no one likes to hear, especially in customer service, and what kind of responses these might actually cause in people:
“I don’t know…”
“Please calm down.”
There are some things in customer service that you should simply never say. Phrases or words that can only make your communication with your customer go bad.
We really do not like it when people are rude to us, we sometimes forget that the way we say things might come across as rude, even if we don’t mean it that way. If you use negative words even with good intentions, you can come off as patronizing, or appear as though you pity the customer.
Imagine how you would feel if someone said the following to you:
That sucks so badly.
You don’t deserve that!
That is terrible!
We are sorry for giving you bad service!
It must be awful to be you right now.
That is why using the right language, commit to positive scripting as well as using the right tone when communicating with customers is very important.
Choosing The Right Language
The simple way to identify the negative language in your customer service interactions is to watch out for words like “can’t, “don’t,” “won’t,” etc, and check if there’s a way to replace them with a positive affirmation.
“I don’t know.” – “I would like to research it further and get it back to you.”
“Please calm down.” – “I’m really sorry about that. I understand. I can only imagine how frustrating this is for you.”
“No, you can’t-do that.” – “Although that option isn’t available right now, there’s a similar option.”
Establish a Good Rapport
Assisting a customer should start from a positive and honest place. The goal is to be open-minded to customers’ complaints so that your positive scripting and phrasing will come out naturally.
The onset of the call or live chat, don’t forget to introduce yourself and your company and ask for your customer’s name. Then ask how you can be of service, Do not assume that they’re calling just to complain or report a problem. You want to start from a positive place and progress with solution-focused conversation.
Please keep in mind that if a customer would say something nice about you and or your company, give the customer a positive response.
Notice the little conversation that customer has made – while you don’t want to waste their time, you do want to acknowledge their efforts to make a connection with you.
A positive attitude can be very infectious, so focus on using positive phrases and words. Customers would rather deal with someone positive. When you encounter a challenge, instead of dwelling on whose fault it is, steer the conversation to focus on how the issue can be overcome.
“The person who sends out positive thoughts activates the world around him positively and draws back to himself positive results.” -Norman Vincent Peale
You can add these positive, affirmative words to your customer service vocabulary:
I completely understand…
I definitely will make sure that it gets sorted….
I can certainly help you..
I assure you, we most certainly will…
Fantastic! I’m so glad to be of help…
Keep in mind that you may not have all the answers to customers concerns; however, you know more than the customer does. Be proud of your role as a customer service employee. Proud employees take it a step further and ensure that customers have a good experience. Don’t forget that Positive scripting will create happy customers. Happy customers mean better business.