Last week I wrote a blog called Customer Service Phrases: Say This, Not That, and it got such great feedback in terms of kind emails from many of you that I decided to continue the theme and write Part Two. This time we’ll focus only on the positive.
The following are words and phrases that instill confidence in customers. We often suggest to our clients that they choose one of these customer service phrases or words and practice incorporating them into your conversations throughout the day. It may feel forced or awkward at first, but it can be fun game and eventually it will feel more natural.
Rest Assured, I will do everything in my power to resolve this to your satisfaction. This is a great phrase to use when a customer is asking you to resolve a problem or fix an issue. The words “rest assured” provides, well….assurance….that you want to help them. By sharing that you’ll do “everything in your power” in lets the customer know that you’re going to do everything you can while, at the same time, being frank that there may be limits to your authority. Of course, the key is not only to use the phrase, but to actually do everything in your power to help them!
From my understanding….. One way you can assure a customer that they’ve been heard is to repeat back what they’ve said to you. Start by saying, “From my understanding…” and then rephrase what they said. For example, “From my understanding, you were supposed to receive the coupon in the mail, but you haven’t received it yet. Am I correct?”
Gladly! This is a power word. When someone approaches you and asks for your help, saying “Gladly!,” let’s them know that not only will you help them but that you’re happy to do it. Similar words or customer service phrases include “Absolutely,” “Definitely” or “I’m happy to help.” So much better than “Uh, huh,” “Hold please,” or “That’s awful!”
While I have you here, is there anything else at all that I can do for you? This shows your customer that rather than provide “reactive” service, you are being proactive to ensure all their needs and wants are met, to the best of your ability.
Thank you and come see us again soon. Always thank your customer for their business or for bringing something to your attention. Better yet, invite them back! Let them know you look forward to seeing them again. You can make it personal by saying – “Thanks so much for coming! Come back again soon and look for me when you do!”
Now, I’d like to hear from you. Comment on the blog post below and let me know what winning words or phrases you use to instill confidence in your customers. Or, what do you like to hear when you ARE the customer?
Donna Cutting, CSP is the Founder and Chief Experience Officer of RedCarpetLearning.com, and leads a team of experts who help organizational leaders engage their teams to improve the customer experience. She’s the author of 2 books on red carpet customer service, including the bestselling 501 Ways to Roll Out the Red Carpet for Your Customers.