What if you could improve your customer service by adding a few phrases to your vocabulary?
When customers call you, they are often dealing with annoying problems. What you say to them during the conversation is just as important as how well you resolve their issue.
Ready to take your customer service game to the next level? Keep reading to discover a few simple phrases that will transform your customer service!
1. “Thank you for reaching out!”
You can’t control whether customers are angry or frustrated when they call your company. However, you can get the conversation off on the right foot by thanking the customer for reaching out to you.
If the customer is already angry, thanking them right away might be a way to smooth things over. This way, you can keep many conversations from escalating to something unpleasant.
As an added bonus, this phrase reminds customers you are grateful for their time and business.
2. “Happy to help!”
When customers come to you with a specific problem, they sometimes want more than just a solution. They also want to know that you care about this issue just as much as they do.
One way to convey this to customers is by telling them you are “happy to help” with their particular issue. This showcases your commitment to helping them out, and this can put the customer at ease.
Some customers may be hesitant to tell you more about their problems. When they realize you are happy to help out, they are more likely to open up to you.
3. “Thank you for bringing this to our attention.”
You never know what the customer is thinking about their customer service experience. For example, when customers call in with problems, they may be imagining that you’ll be annoyed with what they have to say. Other customers may be hoping to turn annoyance into a big conflict over the phone.
Therefore, when customers do bring an issue to you, one of the best things you can do is thank them for bringing this to your attention. It makes the customer feel valued for reporting a problem, and the phrase may make them think more highly of your company.
Speaking of the company, this is the kind of phrase your management likes to hear, too. For any business to be successful, it’s important to transform obstacles into opportunities, including learning more about pesky problems.
4. “I would be frustrated, too.”
In customer service, a little empathy can go a long way. So when customers express their frustrations to you, it’s good to tell them that in their place, you’d be frustrated as well.
This simple phrase can ease the tension when a customer is already frustrated and angry. Expressing that you’d feel the same way helps validate the customer’s feelings about the matter.
Additionally, this empathy helps you come across as more authentic, which is important for any customer service interaction.
5. “As much as I’d love to help…”
Customer service would be very easy if you could always tell customers yes. Eventually, though, the answer is going to be no. This is one of those cases where how you say it is just as important as what you say!
For example, if you simply tell the customer no, they may think you are being too blunt. In some cases, they may even think you are acting belligerent.
By prefacing the bad news with phrases like “As much as I’d love to help,” you can both show empathy and express sympathy. Ideally, you’ll also follow the bad news with something positive (such as alternative steps your company can take on behalf of the customer).
6. “Could you please tell me more about that?”
Sometimes, call center customer service feels like a bit of a paradox. That’s because to resolve customer issues, you need to have as much information as possible. But when customers are angry or frustrated, they are far less likely to tell you everything you need to know.
That’s why it’s good to politely ask “Could you please tell me more about that?” when customers aren’t being completely forthcoming. Saying “please” can help defuse their anger, and the question helps refocus customers. They are now likelier to help you out rather than vent their anger. So you’ll be far less likely to reach out for that stress ball on your desk.
7. “I’m not sure, but I’m going to find out for you!”
Being honest and authentic is a core aspect of customer service. This means when a customer asks a question and you don’t know the answer, you need to be honest about that, too.
If you just say, “I don’t know,” it can cause the customer to lose faith in you and maybe your company. Instead, tell the customer that you’re not sure but that you are committed to finding out. This lets you be honest about not knowing the answer while showing the customer you won’t stop until you have everything figured out. This helps restore customer confidence and encourage customer loyalty.
8. “Thank you for being our customer.”
Earlier, we talked about the importance of telling customers early on “Thank you for reaching out.” As you wrap up a customer service call, it is just as important to thank callers for being a customer.
This helps end the conversation on a note of gratitude. The customer in question will remember how much you and your company care about your customers. Not only will that customer be likelier to keep doing business with you, but they may become a “brand ambassador” for your company.
Showcase Your Call Center Customer Service Skills Today!
Now you know the simple phrases that will improve your customer service. But do you know where to find an employer that will value your customer service and help build up your skills?
Here at Seguros Confie, we are always looking to hire those with customer service experience. To see how we can help find the job you’ve been dreaming of, all you need to do is apply today!