First, we make sure that we keep the customer posted as often as possible (at least once per day). In testing, we’ve found that customers who proactively reach out to us report satisfaction scores about 10% lower than customers who don’t inquire. If a customer sends Groove an email “checking in” on the status of their support request, we consider that a failure on our part. The power of positive words is a psychological tip that’s easy to implement-both in the moment and over the long-term course of your relationship with them. Instead of responding with a bland “I’ll look into this for you,” tell them you’d “happily” help them find a solution. When a customer emails you about an issue that they’re having… abandoned a business or complained about it to others) because of a negative customer experience, a simple tactic like adding more positive power words to your support interactions can make a big difference.
In a world where 95% of customers have taken action (e.g. Researchers Andrew Newberg and Mark Robert Waldman-in their book, Words Can Change Your Brain-found that using and hearing positive words physiologically alter how we see reality. When a customer is upset or angry-even if you didn’t do anything wrong-you can still be genuinely sorry about the way the customer feels. While mastering empathy might feel overwhelming at first, it becomes easier and easier as you work on it. That’s why it’s critical to not just have and develop empathy but to convey it to your customer. We’ve all been there, whether it’s in a customer support setting or an argument with a friend or family member: it doesn’t feel good to talk to someone when you don’t think the person “gets” why you’re mad, upset or disappointed. The simplest customer service frustration question of all: “Why isn’t this as important to you as it is to me?” The topic is best summed up by Seth Godin in a one-line blog post: There’s plenty of research on the importance of empathy in customer service.
ANOTHER WORD FOR THINGS I ENJOY DOING TRIAL
Note: If you’d like to see for yourself how Groove can help you simplify support and put customers first, sign up for a free trial here. That means, they’re a standardized and automatic part of how we communicate with customers.
Often, it’s about finding the right answer so that your customer doesn’t have to.Īt Groove, we’ve taken these phrases and added them to a number of our canned replies. Good customer service isn’t always about knowing the right answer. That’s especially true if you’re in a saturated market where customers have plenty of choices for who to do business with. Handing them off like hot potatoes is a great way to drive them away from you due to the sheer amount of (pointless and annoying) effort they have to put into trying to get help or information. But, I’ll find out for you.”Ī recent survey asked respondents which common customer service phrases annoyed them most. Here are 10 customer service phrases to use and not use in your support conversations. The best part-they won’t make you sound like a robot. But instead, best-practice dos and don’ts to quickly improve your customer service skills and-in turn-your customers’ overall experiences. They’re not meant to be treated as holy incantations. The following one-liners have been crafted by thousands of real customer interactions here at Groove. Those truths are what this article is about. (And you shouldn’t believe anyone who tells you they are.)Īt the same time, however, there are universal truths about the way we process language.
Unfortunately, things aren’t that simple. It’d be wonderful if all we needed was a cheatsheet of say and don’t say phrases. And-with people-magic formulas don’t exist. I wish I could tell you, ‘Here are 10 customer service phrases to guarantee success.’ The truth is I can’t.Ĭustomer service is about people.
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