Best and Worst Phrases Used in Customer Service
In the service industry, it is very important to keep the customer happy. The top companies in this area of business always find ways to keep customers on their side, and much of this comes from how they interact. By using a few favorable phrases, customer service employees can start an interaction off the right way.
It is very easy to get off on the wrong foot with a customer, however, by using a few phrases that they hate to hear. Once customers hear these phrases, the interaction can quickly turn, especially if the customer's needs are not met.
Best Phrases
· "I will solve your problem."When the customer approaches or calls a customer service representative, he or she is looking to have a problem solved by that employee. There is always a great deal of uncertainty when dealing with customer service, so having the first person with which you speak promise to take care of everything is a definite relief.
· "How can I be of service?"This phrase gives the customer a chance to explain the situation, which is exactly what is needed to solve the problem. The phrase works well because it opens up a dialogue where the employee will listen to the customer and come up with a solution based on the information that is provided. For example, if you are calling a hotline to find the best rehab centers in your area, the last thing you want to do is have to call multiple numbers to solve your problem.
· "I will find out."In some cases, the customer service representative might not know the answer. This is a fear of customers because in some cases, the employee will tell the customer to speak with someone else or to call another number. Having an employee take responsibility and figure out a solution for a customer definitely puts that company in their good books.
Worst Phrases
· "That's our policy."Simply citing a company policy is very impersonal and makes the customer feel unvalued. This phrase tells the customer that there is nothing that the company is willing to do to make him or her happy. At the same time, it tells them that the same problem could arise again in the future if he or she continues to do business with the company.
· "There's nothing I can do."When a customer service representative refuses to help a customer or is not able to because of management, it is usually the last time that the customer will do business there. Nothing makes a customer feel unvalued more than having his or her concerns being ignored.
· "You'll have to speak with..."This phrase tells the customer that more must be done in order to receive an answer. Customers hate this because it means that they will have to start from scratch and explain the entire situation again before receive help. In some cases, this even involves waiting in line or sitting on hold for hours.
Courtney Gordner is a passionate blogger with a love for social media and all things internet! Follow her on her blog, talkviral.com and on Twitter!
Best and Worst Phrases Used in Customer Service
Reviewed by Unknown
on
Thursday, November 14, 2013
Rating:
Reviewed by Unknown
on
Thursday, November 14, 2013
Rating:
Unknown
Keeping you up to date on social media, digital marketing, apps, news & reviews. Social media, and digital marketing as a whole, are rapidly and constantly changing, adapting to new developments at an ever increasing rate. Just keeping up to date can be a nightmare. Our team of writers know their field, and keep an ear to the ground. We aim to keep you informed of all recent developments in the online world, and teach you a little something along the way. So whether you just want to stay connected, or gain some knowledge for yourself, the Social Songbird will keep on singing! More articles are posted every day so keep checking back! Join the discussion on Twitter - #SocialSongbird Or contact us directly - @SocialSongbird_
Entrepreneur, international speaker on Social Media Marketing. First one in the UK to write and speak in conferences about Twitter as a marketing tool. Consultant to Corporate Companies, Government Organizations, Marketing Managers and Business Owners.
Aspiring novelist with a passion for fantasy and crime thrillers. He hopes to one day drop that 'aspiring' prefix. He started as a writer and soon after he was made Executive Editor and Manager of the team at Social Songbird. A position he held for 5 years.
Adrienne is a passionate writer with experience in editing, content creation, and social media marketing. She’s a lover of animals, helping others improve their writing, and 2000s pop culture.
Musician, audio technician, professional tutor and a Cambridge university English student. Interested in writing, politics and obsessed with reading.
Recently graduated with a BA in English Literature from the University of Exeter, and he is about to study an MA in Journalism at the University of Sheffield. He is an aspiring journalist and novelist; in his free time he enjoys playing chess, listening to music and taking long walks through nature.
Lucy is an undergraduate BSc Politics and International Relations student at the London School of Economics and Political Science.
Anna Coopey is a 4th year UG student in Classics at the University of St Andrews in Scotland. She is a keen writer and researcher on a number of topics, varying from Modern Greek literature to revolutionary theory.
Ellie is a recent BA English Literature graduate and aspiring publisher with a passion for writing. Her favourite pastimes include reading and shopping.