Words make a difference as far as giving quality customer service is concerned. The right phrases in English can greatly affect how customers view your business. In this case study, we put forward important English phrases that will aid in assisting customers and changing complaints into customers with brand loyalty.
Customer Service Phrases That Show Responsibility
A very useful phrase that can be used with customers is, “I will take responsibility.” This phrase is impactful because it allows the customer to feel that the issue at hand will be solved. By saying this phrase, you are letting the customer know that you will take matters into your hands. This allows them to calm down because they know someone is working on fixing the problem.
In this scenario, a customer expresses his dissatisfaction toward a product. The correct response is, “I will take responsibility” This will ease the frustration of the customer that they feel in regards to the issue. It allows you to de-escalate the situation.
Admitting Mistakes: Phrases That Build Trust
An equally important phrase that has to be taught is, “It appears we have made an error.” Accepting your faults helps in building trust with customers. Honesty and transparency are extremely crucial when it comes to interacting with customers. This phrase indicates that you intend on improving the issue at hand and gives the customer further reasons to be loyal to the brand.
Offering Solutions with Clear Customer Service Phrases
Getting their answers as fast as possible is critical when any issue occurs. Phrasing like, “Would you prefer a replacement or a refund?” gives customers control. “This indicates that I am trying to provide better service in terms of customer satisfaction.”
Instead of just refunding money, informing the customer that you provide them with replacement options, goes a long way in showing your willingness to serve.
Customer Service Phrases That Provide Flexibility and Discounts
Customers who might need more time to consider can be told, “You can go with this option now or wait for the new stock to come in.” It shows that you understand that they need flexibility and shows that you care about their time and decisions. Customers should also note that this phrase improves the value they get from your company.
To customers whose experience was not admirable, provide a null loyalty discount. “If you did not have a satisfactory experience, without any questions, I am offering you a loyalty discount,” is a phrase built with their loyalty in mind which also indicates that you are letting goods be sold with no questions. Discounts facilitate them wanting to come back.
Setting Boundaries Using Polite Customer Service Phrases
In some cases, setting boundaries with customers can be quite useful. Saying “I’m sorry but this goes against our company policy” can be an appropriate response. Such phrases allow you to explain the premise to the customer without showing any disrespect to them. Customers can still be appreciated even when they are being denied service because their needs can be explained using policies.
Turning a Complaint Into Loyalty with Positive Phrases
For ensuring that the customer feels like their anger is being dealt with, you can say, “I know this is frustrating for you but let me help you make this experience better.” This demonstrates some level of understanding and also reassures them that the matter is actively being resolved. Sometimes the best fix for a negative encounter is offering a nice compromise or trying to add something on top of what the customer is already being provided.
Using Customer Service Phrases for Product Guidance
Customers who struggle to make use of a product may need the clarification that, “I am here to provide assistance in order to make better usage of the product.” direct instructions, in the form of phrases that serve as instructions, show that you are not merely a vendor but an educator who is there to help them obtain the maximum benefit from what they have purchased.
Evaluating Satisfaction with Empathetic Customer Service Phrases
Customers should be informed about their importance with statements such as “Your insight matters greatly. Please note that I am recording this call and capturing all your key pain points.” This indicates to them that you are paying attention to their issues and are prepared to act on it. Record their feedback in order to boost the feeling of loyalty.
Ending the Call Right: Customer Service Phrases That Leave a Positive Impression
To end, try phrases such as “Thank you for the call. I will be sharing this information with my supervisors. You will also receive a call to rate us so please provide us with a number between 1 and 5.” This ensures that the customer feels that their feedback will carry weight.
Takeaways
To offer effective customer service, choosing the right words is very crucial. Apart from enhancing customer relations through these ten English phrases, you will also be able to:
- Take ownership and responsibility of any errors made in service or product.
- Provide an apology for unsatisfactory service rendered.
- Ensure your customer feels appreciated and heard.
- Give satisfactory solutions and a discount to ensure customer satisfaction.
- Make them feel understood while trying to improve their experience.
