Customer support is all about the right word at the right time. A word carries a great power and its impact is crucial for an excellent customer experience. As a business, you need to pay attention to how you communicate with your customers and how they react to what you say.
Efficient customer support is composed of two main parts:
While the first aspect stands at the basis of customer support, the second one makes the difference between good and excellent customer service. It can show you are interested in more than just answering their questions. You want to offer them a pleasant experience while they interact with your business.
Although you need to adapt your language to each customer, there are a few customer support phrases that have a strong impact on customers, as they put emphasis on the customer-business interaction.
Here are 6 positive customer support phrases you need to start using right away.
First impression always counts.
When customers contact a support representative, they somehow expect to receive an automatic response or a robot to take their call.
This customer support phrase humanizes the entire interaction between customers and you. It makes it sound more natural, just like in a situation when two persons meet for the first time.
The impact on the customer is really strong. He can see that:
Creating a great first impression can leave your customers with a great experience and a reason to return to you with trust and pleasure.
The next step is to empathize with your customers. While they are describing their problem, try to put yourself in their shoes and see how it feels. Does it make you upset, annoyed, frustrated? The answer to this question represents the piece that fills the blank space in the customer support phrase.
What you need to avoid is to seem distant. Even if customers are not experiencing a real problem, they do not know it. They are feeling angry because they do not know what is happening. Show that you completely understand what they are going through and then, concentrate on the solutions.
This is a great approach when you are asked about a problem you don’t know about. Instead of excusing yourself, saying you are new or have never heard of something like this before, concentrate on finding the answer to their question.
You need to be sure the information you offer is valid. Do not guess or rely only on your instinct without double checking the information. Look into the problem carefully and then, deliver the answers.
Yes, there are unpleasant cases when you cannot fulfill your customers’ requests. Whether it is not in your duty or it is against your company’s policy, some situations require you to say “no”.
Yet, this is not a reason to abandon the positive customer support language. You must stick to it even in this kind of situations. Instead of replying a simple “No” or “No, we cannot do that“, try to say “As much as I would like to help you, your request is more than what we can do for our customers. Let me suggest you …”
Give them a reasonable explanation why you cannot do something and think of suggestions that can help your customers.
Even though you think you answered all your customers’ questions, they may have other inquiries about the current situation or your offerings. Ask and show them you are enthusiastic to help them with anything.
This can be a great way to end a conversation, without making the customer feel you are hurrying them.
Your customers offer you valuable information about your products and services. They can bring to your attention problems you didn’t know about or give you feedback.
“Thank you for bringing this problem to our attention!” shows you value their time and appreciate what they are doing for you. It also represents a pleasant way to end a conversation. How you end can highly influence the overall impression of the entire discussion.
Positive customer support phrases are a key element for an efficient customer support language. Using them will impact how customers see and feel about your business and help you in your business growth process.
We are gladly inviting you to share with us your best customer support experiences!