Whether a customer contacts for queries, clarifications or complaints, it is the primary duty of the customer service agent to handle all calls with prompt and efficiency. There are many tips and techniques one can apply to improve their customer service skills and one of them is the use of positive language.

Words are powerful. It has the ability to build or break, to uplift or tear down, especially with how you convey it. This is the same in Customer Service, especially in bpo company philippines. How you use your words determines the outcome of the call. Below are examples of positive language you can use in different situations:

 

When Greeting a Customer
When greeting a customer, be straightforward as to how you can extend help. Remember to set the tone of your voice properly. According to the study from Vertical Response, 65% of customers prefer a casual tone to a formal tone.

INSTEAD OF SAYING:
“Hi, thank you for calling (Company Name)! This is X. How are you today?”

DO SAY:
“Hello, good morning! Thank you for calling (Company Name). This is X. How may I help you today?”

 

When Clarifying an Issue
Clarifying a customer’s concern helps you gain a better understanding on the matter and sets both the agent and customer on the right track. When doing so, always be courteous.

DO NOT SAY:
“What I am hearing is that there is a problem with your shipment?”
“I don’t think I get what you are trying to say, can you repeat your concern please?”

DO SAY:
“Just to clarify, you placed an order on (date) and have been waiting over the period of the expected delivery date, is that correct?”
“What I understand so far is that you have a problem with your shipment, it would be terrific if you could tell me a few more details about it.”

 

When Reassuring a Customer
When a customer feels frustrated, it is crucial that you show empathy. Let them know that you understand and assure them that you will provide them the best solution.

DO NOT SAY:
“The issue is very big and I am not sure if I can help you with it.”
“We don’t have the product/solution that you are looking for.”
“I cannot assure you of the exact date when the product will arrive.”

DO SAY:
“I’m sorry you are experiencing this problem. I will definitely look into this.”
“Thank you for reaching us with this concern. I will make sure to get these things resolved for you as soonest.”
“I completely understand how you are feeling and I can definitely help you with this concern.”

 

When Providing a Solution
When providing a solution over the phone, make sure to provide a feasible one. It’s a common scenario when customers expect a particular service but to no avail. Take for example, a refund that goes against your company’s refund policy.

Promise only what you can deliver. Assure the customer that you will do your best to remedy the situation within your ability or power. Also, be quick to suggest other options or resources available in providing a solution.

DO NOT SAY:
“We never give refunds that exceed two weeks after the order was placed.”
“Just extend your patience until your order arrives.”

DO SAY:
“While I can’t offer you a refund due to our company’s refund policy, what I can do for you, on the other hand, is…”
“I am glad to provide you with other options…”

 

When In Doubt
When in doubt, do not stress yourself out nor should you sound like one. Never tell the customer that you don’t know, or are not sure. Remember to maintain that friendly tone you had in the beginning and be courteous whenever you have to pass the call to an immediate supervisor or verify some details.

DO NOT SAY:
“I’m sorry I don’t know the proper action to proceed from this point…”
“I am not sure what happens next…”

DO SAY:
“Good question. One moment please, let me find that out for you.”
“As much as I’d love to help, your request is beyond what I can do. However, I can forward you to our X specialist…”

 

When Ensuring Customer Service Satisfaction
Customer satisfaction plays an important role in what you do. It is your primary responsibility to ensure that customers’ queries and complaints are dealt with satisfactorily. And asking for feedback helps you determine areas of growth.

DO NOT SAY:
“Is everything all good in your end?”
“Are you satisfied with the solution?”

DO SAY:
“Is there anything else I may be able to assist you with today?”
“I would truly appreciate it if you let me know if I was able to help you with your concern.”

 

When Closing the Call
Check with the customer if they require additional assistance and proceed as needed. Show appreciation to the customer for their continued use of service and wish them well.

DO NOT SAY:
“Thank you! May you have a good day! Bye”

DO SAY:
“Thank you very much for calling (Company Name). If you have additional concerns, please do call us again. Have a wonderful day!”
“Thank you once again for calling us. I am very happy to be of service. Have a great day!”

 

Are you considerate of your choice of words and practicing positive language? If not, then now is the time to do so. Not only will you be able to provide customer service satisfaction, but most importantly build a good and trusting relationship with them; keeping customers loyal to the services you offer.

For more information on how to improve customer service, start a conversation with our outsourcing professionals. Contact Us now!