Date: March 26, 2020
We’ve talked about which phrases to avoid, but what about the ones you should be using?
The language you choose to use when speaking to a customer makes a huge difference to their experience. In fact, authors of Words can Change your Brain, Mark Waldman and Andrew Newberg, claim that even simple words such as “no” can have an instant adverse effect on the brain, causing the release of stress hormones.
So, here’s some of the best phrases to use to create a positive customer experience…
Nothing is more frustrating for a customer than being bombarded with a barrage of passive-aggressive finger-pointing. Instead, make it your mission to empathise with the customer and put yourself in their shoes.
For example, if a customer contacts you to let you know that they haven’t received a delivery/they have a problem with their product, steer clear of phrases such as “I’m sorry to hear that you missed your delivery/ I’m sorry to hear that you have a problem with your product”. Instead, try phrases such as “I’m sorry to hear this. I completely understand how frustrating this must be for you and I’m going to do everything I can to get this sorted”.
A little bit of empathy goes a long way.
“I’m not sure about that- but I’ll find out for you now”
We’ve all contacted a company only to be told that you’re “through to the wrong department”.
To stop this happening, provide cross-training across different departments and empower your Customer Service Advisors to ask questions if they’re unsure.
If you find that it make sense to split your Customer Service Team up in to niche departments, with specific knowledge, then the way in which you communicate your customer contact methods can make a difference, too. Ensure that it’s clear to your customer which number/account they need to get in touch with to speak to the right person.
If you find that customers are contacting you via alternative channels, then chances are the communication of these channels needs clearing up.
“When will you be free for me to provide an update on this?”
Your customers want to be kept updated.
70% of buying experiences are based on how the customer thinks they’re being treated (Touch Agency)- and a major customer gripe is being left to just wait around when something goes wrong. Leaving a customer waiting around definitely doesn’t make them feel appreciated.
Set honest and reasonable expectations and ask your customer when it will be convenient for you to get in touch to provide an update.
“Thanks for feedback”
Feedback is always good, whether it’s positive or negative. Why? Because it helps you improve your offering and customer experience- which, in turn, will allow you to retain customers.
For that reason, it’s always important to thank your customer for getting in touch and letting you know.
“Is there anything I can help you with at all?”
One of the most important questions of them all? Asking the customer if they feel their issue has been resolved…
According to research by Harris Interactive, Customer Service Advisors failed to answer customers’ queries 50% of the time.
It’s always worth asking the question. If the answer is no, you know you’ve got some more work to do!
Think you need some help with your customer contact? Just get in touch to find out what we can do for your business