I can only imagine how frustrating this is for you.”, “No, you can’t-do that.” – “Although that option isn’t available right now, there’s a similar option.”. Imagine how you would feel if someone said the following to you: That is why using the right language, commit to positive scripting as well as using the right tone when communicating with customers is very important. Don’t take the hard-line ‘I told you never to write or say that’ approach and ban certain words and phrases, as you are not helping advisors to become better writers. No words from the Taboo word list may be used in any variation (i.e. But this phrase just highlights that you might in fact be doubting yourself. I’m exhausted → I need to rest. Another couple of tips to improve your customer service writing is to use bullet points when articulating a “step-by-step” process and to stick to one idea per sentence, where possible. Why not? Instead, summarize what they have said efficiently. Now, let’s see how you can implement that into positive communication with customers every day. Overuse of “just” is basically saying, that what you are asking isn’t important. These may not appear negative on the face of it, but may elicit a negative response from the other person. By making this indication, you ensure that the customer becomes aware they are not receiving generic advice, instead you are giving them advice based on what you know about their purchase records, current account, etc. The scenario is deemed "problem solved" once the instructor deems that all the alternatives or verbiage has been explored. “It’s our policy. You can add these positive, affirmative words to your customer service vocabulary: I definitely will make sure that it gets sorted…. We investigate common words and phrases that may seem harmless to use in a live chat, email or letter, but which have the potential to really frustrate your customers. I hope you get an idea of how changing the way you see a situation you’re in can influence the way you communicate. All Rights Reserved. “I will share your feedback about the breakfast you were served on the plane with our catering team.”, It’s better to say – “I will share your feedback about… with our… [insert name of relevant department].”. By using this as a generic phrase, we are missing a key opportunity to demonstrate that we have just taken action on the customer’s behalf. Keep in mind that you may not have all the answers to customers concerns; however, you know more than the customer does. However, by using this as a generic phrase, we are missing a key opportunity to demonstrate that we have just taken action on the customer’s behalf. It’s better to say – “I’m sorry that your experience was… (insert the word that the customer used to explain their experience – so long as it isn’t really rude! Few customers actually hesitate before writing to an organization’s customer service team, so to keep our language authentic, let’s teach advisors to replace this worn-out phrase with a carefully considered courtesy phrase. The simple way to identify the negative language in your customer service interactions is to watch out for words like “can’t, “don’t,” “won’t,” etc, and check if there’s a way to replace them with a positive affirmation. You are telling everyone that you just aren’t sure about anything. This phrase and others that imply the same thing – i.e. ]”, “I have reviewed your online account and I see that…”, “Please contact us if you have any questions about your… . Then ask how you can be of service, Do not assume that they’re calling just to complain or report a problem. It’s better to say – “Can you tell me a little more about it, please?”. 11) TRY SAYING: He's not familiar with the issues. Customers would rather deal with someone positive. 2) you clarify what was said so that you don’t make any mistakes. It is just “not too bad” its “great” or “fantastic”. Generation Women Can you make it get here faster?”, “I am sorry if you are having trouble with your package. There’s nothing else I can do…” – By using this phrase, you sound like you are looking for a way to end the interaction. Now the customer knows why he or she is being put on hold and the expected wait time. Here are some examples of how you can turn things around to the positive. 18 ) TRY SAYING: He's somewhat insensitive. Browse our blog and sign up for our latest programme and step into your career power! Do your customers actually hesitate to contact you? 2) TRY SAYING: She's an aggressive go-getter. Leslie says: “In school we were taught to knit our writing together with transition words, but this careful knitting doesn’t match how people read customer service chats, emails and letters.”, “Customers scan the responses they receive from your contact centre, especially people who are urgently awaiting an answer to their query. INSTEAD OF: Tell someone who gives a s__t. These answers are helpful because the customer’s original statement was vague. I will raise the issue with the [insert] team to ensure that this doesn’t happen again in the future.”. This contact centre had a list of banned words, which included negative words like “unfortunately”, but they discovered that you sometimes needed these “mitigating words” to hold a fluent conversation. Be proud of your role as a customer service employee. Consider how you would feel if someone said the following to you: “We are sorry for giving you bad service!”. Hereʼs how you can eliminate some commonly used negative words and replace them with positive words. We also give you examples for replacing negative words, with positive [&hellip. All Rights Reserved. This is especially important because many customers aren’t used to typing out their complaints via chat, so their communication may be rushed or confusing. 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