Customer support is such a business where almost all the team should daily communicate with people, and independently from the mood or any other reasons stay polite and open, be helpful. It’s actually a very important and difficult job because dealing with the customers sometimes may be really challenging – they can be rude, too demanding or sad because their problems are not solved in just a second.
But professionals always have some secrets that let them do their best in any circumstances. One of them, the customer support company SupportYourApp, shared some tips with us. And you know what? The main lifehack is quite simple and is in using positive words and being friendly. Let’s find out what this means.
To understand how real customer support service works, just imagine what you want to get while calling this or that call center. Right, you want to find out the answer to your question, solve the problem, order something, etc. So, in principle, you want to get the quality service and the faster the better. The main goal of any customer support company is to provide clients with all these points.
But at the same time, it‘s important to remember that customer support is not only about processing calls, letters or other kinds of messages. It’s also about customer satisfaction and dealing with a lot of other issues that can be hidden at first sight. That’s why in customer support there are 5 main rules that help to work the high level of effectiveness almost always.
Surprised? But yes, you’ve got everything absolutely right – beautiful, fluent speech with the usage of the customer support positive words, is one of the main skills that are highly needed and appreciated among customer service agents and the companies they work for. The main reason is that confident and clear language shows the customer that he speaks to real professionals that will help him to solve any problem. And even if they can’t handle this immediately, they will do their best to fulfill the request as soon as possible.
People want to build the business and just communicate with people not with companies. That’s the idea that stands behind all the corporate and personal relationships. Taking this into account, customer service agencies should always stay “alive” and not to do their jobs like robots. Show empathy any time, you understand the customer needs it. For example, simple usage of such phrases like “I will for sure do this for you” or “I believe that we can solve this problem for you. Let me check what I can do ” will show that the agent is really involved and at least takes the client’s “pain” seriously.
Private clients tend to treat the brand as a human and communicate with it in the same way as they communicate with each other in ordinary small talks. The first job of the customer support here is to stay professionally oriented and not to forget about the main reason for the conversation. Remember, that clients call to get the information or help and always want to save time.
It doesn’t matter how the customer agent communicates with the client – over the phone, messenger, or email, he or she should always keep the same tone of voice and the structure of the dialogue, be polite, and speak clearly. Abbreviations are allowed but the agent has to be sure that the customer understands them.
Every company has a vocabulary with words that describe this particular brand and the customer agent has to use them not just to follow the inner culture but also not to puzzle the customer. For example, if the client has to search for something on the website, the agent has to name the menu structure exactly as it is written on the web-page, otherwise, there is a risk of misunderstanding. Moreover, the client may get the impression that the customer service is not skilled enough if they don’t operate the special terminology. According to the statistics, more than half of the clients will not come back to the company if they were not satisfied or confused by customer support. It’s a serious reason to improve customer service. Isn’t it?
As we already mentioned above, it’s highly recommended for the client agents to use special customer support positive words. The main aim here is to show respect for the customer and the readiness to help him here and now. On top of that, such phrases are able to calm down a client in a difficult situation. Here they are:
These words may be easily used at the beginning of the conversation, when some issues occur, or some more details are required. For example, it’s much better to say something like: “It would be marvelous if you provide me with this information” instead of just “I need more data from you”. Some other examples:
On the other hand, opposite to the customer support positive words there are also negative words that client agents should avoid. These words show irritation or even aggression, and indicate uncertainty:
The customer support team has to handle difficult customers almost every day. Seriously. And this can be really frustrating. Client agents have to complete a lot of missions at the same time – to help the customer, to find out the solution, to stay calm, and take care of the corporate culture, special words, etc. In this situation, it’s helpful to use something like “conversation frames” that may help to remember about correct phrases when they are really needed.
Phrases to calm down the customer:
Phrases to avoid pauses or doubt:
Phrases for giving instructions:
Customer support service is a constant work on relationships with the clients. If you want to improve them, think about successful wording and conversation scripts that may help to show customers that they can trust you completely. And they will never leave your brand.