Use Powerful Phrases for Great Customer Service
Words have a powerful impact on people. Knowing the right words to use in every situation can make a huge difference in your business. Your word choices can make or break a customer’s experience.
In this age, customers are becoming increasingly demanding. They’re not right or pleasant all the time, and dealing with them isn’t easy. Still, as a business owner, it’s your goal to provide them with the best customer service and prove that you’re better than the competition.
Be careful with the words you say when interacting with customers. Your words have a strong effect on how the customer perceives your business and your service. Those phrases that frustrate customers are probably the same ones that you don’t want to hear. Avoid those trigger words and phrases that would annoy customers and make the angry ones angrier.
You have to apply the principles of effective customer service in everything you do and say. You can improve a customer’s experience simply with the words you choose to use. Make sure that you and your employees understand the importance of those “magic words” that customers want to hear from you.
Listen to the difference between these words:
“I didn’t mean it.” Or “Please accept my apology for what happened.”
“What do you want?” Or “How may I help you?”
“We don’t have that item anymore.” Or “We’ll let you know as soon as we have that item available.”
When you say the right words and use powerful phrases, you are communicating at your best. You’ll be able to establish a positive atmosphere in an instant.
Phrases That’ll Make Your Customers Happy
1. Phrases of Welcome
Always be the first to greet your customers enthusiastically. Customers should never be the first to greet you or ask for your help. Your welcoming phrase puts your best foot forward. Say a warm welcome because they’ve chosen to visit your store and check out your products or services. Also include your eagerness to help them.
The first words they hear will either give them a sense of warmth or make them leave. Make your welcome phrase warm and welcoming. For example, “Good morning! Welcome to Fiona’s Flower Shop! How can I help you today?”
2. Phrases of Courtesy
All customers appreciate being treated courteously. Show customers that you respect them by using courteous words or phrases throughout your conversation. The words “please,” “thank you,” and “you’re welcome” are very powerful. These words create a good impression and help build rapport with your customers.
When you need to leave a customer to get an item, tell them in a nice way. When you return, you can say, “Thank you for waiting. Kindly check this item I got for you.” Same goes when you’re talking to a customer on the phone.
Also, say the customer’s name in your conversation. That’s what most people love to hear.
3. Phrases That Convey Regret and Express Empathy
An upset customer is hard to deal with. Saying phrases that convey regret indicate that you truly understand your customer’s situation. You always have to empathize with the customer. Showing your understanding, always sends a positive message to a customer. Express that you’re genuinely concerned with how they feel.
Using the following words can mean a lot to a customer:
“I’m sorry”
“I apologize”
“I do understand the inconvenience you have faced…”
“I completely understand where you’re coming from…”
“I feel bad that happened to you…”
4. Phrases That Offer Assurance
Always assure the customers that you’re going to handle their situation. Some of the words that you can use are:
“I will ensure that…”
“Rest assured, Mr. /Mrs…”
“I’m going to take care of this right now.”
“Let me find out what happened and correct this for you.”
“Because you are a valued client/customer…”
Tip: Never start any conversation with the word “NO.” This word is the most negative word for a customer to hear.
Effective customer service is about the words you choose to say. It makes a huge difference in how customers view you and your business. It leaves a positive impression in your customer’s mind.
Looking for ways on how to improve your customer’s experience through powerful words? The Business Maximizer can help you. Schedule your complimentary Business Breakthrough Strategy Session today!
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