Words are powerful. The right words can inspire, motivate and persuade, so it's important to choose your words wisely, especially when dealing with customers. When you work in a customer service department, the ability to communicate effectively is key. You have to listen to your customers, evaluate the situation, address their concerns and offer a solution. You can improve the vocabulary you're using by making some simple changes or additions to your script.
Welcome the Customer
The Customer Service Group recommends greeting the customer with a warm welcome to break the ice. You can start by thanking the customer for his business and letting him know he's appreciated. He shouldn't have to greet you first. As important as the words are, your tone is just as important. You'll want to speak with genuine enthusiasm and interest. Some examples of welcoming phrases you can use to greet the customer include:
- Good morning! How are you today?
- Thank you for being a valued customer for ___ (number of months or years).
- I'm pleased to meet you.
- Hello! What can I do to help you today?
- Is there something I can help you find?
Refer to the Customer by Name
Forbes suggests using the customer's name whenever possible. A name carries emotion. You build a rapport and provide a personalized experience By using it by using it. In addition to showing that the customer is important to you, you're also instilling self-worth. If a customer feels valued and appreciated, he's likely to have a positive experience and associate you and the company with being kind and respectful.
Add Positive Words
A positive word or phrase can transform a conversation from an average experience to a great one. You reassure and ease the customer when you use positive words. A few examples that can help elevate the customer's mood include:
If a customer expresses concern or calls to address his dissatisfaction, use words or phrases to show you understand and can empathize. Some examples are:
- I understand.
- I'm sorry.
- We'll get this taken care of.
- I'm here to help.
It's important to let the customer know you're there to find a solution. Even if you can't help with the problem directly, point the customer in the right direction by transferring him to the appropriate department or providing a contact number.
Use Active Words
According to CBS Money Watch, people respond better to active words than passive ones. "I can look into that" isn't the same as "I will look into that." Adding a positive word to an action phrase makes a simple sentence even more powerful and reassuring. Try something like, "I'll definitely look into getting that taken care of for you." Make sure it doesn't sound forced or scripted. Keep it natural and upbeat.
Keep the Customer Informed
While you may not always be able to provide your customer with a solution, you can make sure he's updated and knows the process. There's nothing more frustrating than being transferred to various departments or holding for hours with no answers. If you have to place the customer on hold, ask for his permission first. If you have to transfer the customer, explain who is going to help him and provide as much information as you can. Provide the direct number to the department you're transferring him to in case he gets disconnected. If you have to look into an issue further or forward it to an escalation department, let him know when he can expect an answer. Uncertainty is often unsettling.
Ending the Call
Ask if there's anything else you can do to help before ending the call. The simple question gives the customer an opportunity to address any issues or concerns he may still have. You're showing interest in making sure the customer is satisfied.