If you have ever found yourself in a tough situation where you didn’t know what to say, or maybe you said the wrong thing, then you know how embarrassing it can be! Sometimes working customer service is wonderful and extremely rewarding but there are definitely difficult times as well. You can find yourself in a disaster, feeling alone and not sure how to help dig yourself out of the hole besides to just hang up and basically quit your job! Well, I have some helpful phrases to help you in those situations. All positive phrases that will help the customer feel heard, understood, valued, and that you are really here to help.
“How can we make this right?”
Leaving the solution to the customer sometimes might surprise you at how little it takes to rectify the situation.
“We will figure this out!”
If you do not have an obvious solution and it might take some time to figure out, reassurance that you will figure out your customer’s problem will mean a lot.
“You have made my day.”
This shows the customer that you are an open/honest person, allowing them to believe you if they were once unsure. Make sure you use this honestly though, otherwise you are not setting yourself up for success.
“What is most convenient for you?”
Don’t inconvenience your customer, ask for their input and find out the time or solutions that are best/most convenient for them.
“Thanks for choosing us”
This one isn’t new, but can make such an impact! Typically, replace us with your company name for maximum efficiency + this should check off a box on your quality assurance.
“I’m on it! | I’ll find a solution”
Simple statements that can be worded various ways and can be added in so simply. After your customer understands that you understand their problem is the perfect time to throw in this statement.
“I’m truly sorry to hear about your experience”
An apology to your customer is the key to showing your honest commitment to assist them. Offering an apology will increase your customer satisfaction, acknowledging where things went wrong while making sure you are sincere.
“It’s my pleasure | Happy I was able to help” “ Look forward to serving you again”
It is important to close the conversation with customers on a positive note. By telling them you were happy to assist, makes them feel valued as a customer. If you want your customers to return or keep your service it is helpful to show your company’s commitment to strengthening their relationships’ with their customers.
“Although we can’t provide that, here is a better/similar option”
This is a great replacement for “Unfortunately no”. Instead of using no, a word that will automatically make people stop listening, you are able to get the point across that isn’t an option but you have something else in mind that should work.
Which phrase is your favorite or that you use the most? Did any of these turn on a lightbulb in your brain where you realized you could have inserted a phrase into the conversation and have completely turned it around? Let us know in the comments, we love to hear from you.