![]() Let’s see if there is anything we can do to help the situation.” When Reassuring the Customer “I would feel the same in your situation, but we will sort this out…”ħ. “I realise that this situation is difficult, but let’s try and find a solution.”Ħ. We have previously quizzed our readers on their favourite acknowledgement statements to improve customer-advisor interactions, in our article “ The Top 12 Acknowledgement Statements for Customer Service”. “For me to… it would be brilliant if you could give me just of few more details on.” When Acknowledging the Customer “So, what I understand so far is… it would be great if you could tell me a bit more about…”Ĥ. However, if an advisor struggles to do this, encourage them to ask basic questions of the customer, while scattering in some of the good words discussed earlier.ģ. Staying upbeat when needing more information from the customer is a valuable skill. How may I help you today?” When More Information Is Needed “Good morning/afternoon! You’re through to. In our article, “ The Best Customer Service Greeting Phrases – with Examples“, our readers found the following two greeting statements to be the most effective in “kicking off” a positive customer service interaction.ġ. So, here we give 25 positive phrases to use at specific parts of the call, with different options suggested for each. There are so many phrases that work well in customer service, but knowing when to use the best statements can be tricky. The Top 25 Positive Words for Customer Service Watch this video where Sandra Thompson talks about the importance of being conscious about the words you say to the customer: Together, these words work well in creating positive phrases. What is found, and I hope this will be the same for you, is…” Something similar has happened to me before and I felt the same way. “Mr Smith, I can see why you feel like that. Or when dealing with a difficult or angry customer, an advisor could use these positive words to turn a problem into a solution, like so: “Mr Smith, I understand how you feel … many of our happiest customers felt the same way… however, what they found is…” These words are often used together in the contact centre, as Chris Wood, a reader of ours, says: “using these words works well in sales scripts, but they can be used in a variety of ways.”įor example, an advisor can put these words together like so: These three good words may not have made our top 25 words list as single options, but they work well together. Was the advisor too enthusiastic? Melanie certainly does think so, stating: “ Such positive words bring great energy to a call, and yes, ok, they may be over the top, but you’ll never hear a customer complain about how the agent was too positive or upbeat.” Three Bonus Words – FEEL, FELT, FOUND They help the advisor to sound upbeat and interested in helping the customer, says Melanie, another one of our readers.Ĭonsider the following interaction, for example: Words such as “fantastic”, “great”, “marvellous” are very positive words and can really inject some energy into a telephone conversation. It does exactly what it says on the tin.Just look at some of the slogans that are being used by brands that are household names. “This is a little-known persuasion secret in contact centres, but all the major corporations and their marketing agencies have worked this out.” Gary May, one of our readers, says that: “Surprisingly, if you start a sentence with a word ending in LY, then what follows is regarded as truth and is very hard to object to.” Surprisingly, if you start a sentence with a word ending in LY, then what follows is regarded as truth and is very hard to object to. The first six of our top 25 words all end in -LY. It would definitely be ideal, considering your situation… Why Do so Many of These Positive Words Have an -LY Ending? That is personally my favourite option…Ģ5. Brilliant! I’m glad we are on the same page…Ģ4. That’s certainly impressive, Mrs Smith…ġ9. Thanks, we aim to provide a friendly service…ġ7. I will quickly run through this with you…ġ2. I definitely will make sure that it gets sorted…Ħ. Example Uses of These Words in Customer Serviceġ. These little words should win medals, as adding any one of them into a conversation has the potential to transform average customer service into great customer service.īelow is our list of 25 positive words and some example of using them in customer service. The Top 25 Positive Words Good Things DO Come in Small Packages. Here we have not only put together a list of the top 25 positive words to improve customer service, but we have also done the same for positive phrases and empathy statements. In a sales environment this is even more critical. ![]() In a service environment, the language that we use has a huge impact on customer emotions.
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