Top 10 Go To Words for Customer Service

As previously discussed, striking the right tone during customer service correspondence is a crucial component of ensuring a positive customer experience. Customer service professionals learn certain words over time that, when used regularly, create the right tone to present the company in the best light.

When speaking with a customer, language should always be chosen carefully with an aim to convey positivity, empathy, concern and an eagerness to solve the issue at hand to make the customer feel satisfied and keep them happy. We’ve identified the top 10 words and phrases a customer service representative should use often in communication with customers.

Yes - This is the most important word on the list, as customer affirmation is a regular must in customer service. Alternative options include: "absolutely", "definitely", "certainly" and "of course."  As much as possible, try to say these as though they’re followed by an exclamation point. Be careful, though, not to make false promises.

Thank You - Customers are the heartbeat of the company, and ultimately provide the company the ability to maintain a workforce.. Express gratitude to them for choosing the company, providing feedback, showing patience when they experience an issue and at any other opportunity that presents itself.

Sorry - Honest humility is almost always appreciated when genuinely expressed. Don’t be afraid to acknowledge and offer regret when a problem occurs, but be sure to follow every apology with an explanation of what will be done to correct the issue.

Pleasure - Part of the job as a customer service representative is regularly expressing positivity. Be quick to let customers know that helping them is a pleasure.

Please - One of the first words parents teach their children to keep communication polite, “please” should be employed regularly with customers to set tone properly for all requests you may have for the customers. (i.e. "please follow these instructions," "please contact," "please explain in detail," etc.)

Solution - Regularly talking about a problem’s solution deflects attention from the problem itself and focuses instead on the successful resolution you’re working towards.

Happy - Along the lines of #4, expressing positivity goes a long way towards setting a pleasant tone with customers. (i.e. "I'm happy to help.")

Right Now - As in, “I’ll get to that right now.” Showing urgency in reaching a resolution assures customers that they are a priority.

Appreciate - Find a way to express customer appreciation in every interaction. When they place an order, you appreciate their business. When they complain, you appreciate their feedback. Etc.

May I - Asking permission is a subtle way to let the customer know that he or she is in charge and confirms that all actions to be performed are being executed for the customer's benefit.

Setting the right tone is beneficial in most aspects of life, but in customer service it’s a daily necessity. When working with a customer expressing negativity, the ability to employ just the right words to steer the conversation in a positive direction plays a huge role in making sure the customer service interaction is resolved in a way that leaves everyone happy.

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5 Key Lessons for Customer Service Training

Once a company finds the perfect fit to join the customer service team, the first few days and weeks on the job are a crucial period for equipping the new hire with the knowledge needed to be an exceptional customer service representative. The best method for customer service training is to let trainees spend their first couple of days watching an experienced member of the team. Through shadowing an expert, the new hire will learn the systems, policies, how to utilize essential tools like the helpdesk that are in regular use, and be able to ask questions.

During the initial training period, there are a five key lessons that should be covered before your new hire begins to work directly with your customers:

1. How to Handle an Angry Customer
It’s inevitable that a customer service representative will encounter angry customers in the course of performing the job. Keep these suggestions in mind and consider doing some role-playing to give the new hire a chance to practice giving measured, calm responses on the fly.

2. Avoid Saying “I don’t know”
While no one expects a customer service representative to know everything, there are better ways to express uncertainty than “I don’t know.” Teach the trainee some alternate phrases to use, such as:

• “Let me look into that for you.”
• “I’m not entirely certain, I’ll find out more and get back to you.”
• “I’d like to do some research to give you the most informative response.”

This way, one avoids providing inaccurate information, while also showing a willingness to give the best response possible.

3. The Importance of Listening
To help solve a problem, it’s necessary to first understand it. Errors are likely if this important first step is skipped. Emphasize how crucial it is to avoid making assumptions about a customer’s issue before hearing the full explanation. If there is not a clear picture, be sure your employee knows how to ask the right questions to get all information needed to properly move forward.

4. How to Apologize
Everyone makes mistakes and it stands to reason that there will be times when the company or a representative will be at fault. If there’s already a company strategy in place for responding to mistakes, every customer service representative should be made aware of it during training. If there’s no specific company-wide plan, touch upon best methods for issuing an apology to a customer with sincerity and a clear explanation of all actions being taken to correct the problem.

5. When to Refer an Issue to a Manager
An ambitious, eager-to-please new hire might be at risk of trying to take on too much without asking for help. Make sure to cover all department policies related to what actions need to be approved by a manager before implementation and which cases should be handed over to a superior entirely for best results.

Starting a new job is simultaneously exciting and overwhelming. Encourage new customer service representatives to ask many questions, and be patient with them if some information needs to be reviewed more than once. Offering a bonus to expert employees who help with training/shadowing can provide an incentive to stay positive and encouraging to the new hire. Be encouraging throughout the process to help ease the stress of training. The first few weeks of a job will set the tone of the relationship a new representative will have with the company moving forward, strive to make it a positive one.

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