There are definitely phrases to avoid and others to adopt, especially when you’re dealing with the irate customer. But what about great things to say to the customer just in the normal routine of interacting with someone? What can we say to convey we care? What phrases are music to a customer’s ears?
Here are 8 such phrases to consider adding to your customer service lexicon:
- How are you today? – Too often we start the conversation asking what the customer needs or what we can do for them. Let’s show some patience and get into dialogue. Ask this question and then – actually let them answer! Patience and dialogue are wonderful things to most customers.
- You did the right thing – When a customer has taken some steps in a process that led them to you, confirm that they are doing the right thing. Affirm their action as a customer; affirm them as a person.
- Let’s see what we can do for you – Don’t just take the information and start acting; convey an intent to find a solution even when one might not be readily apparent at first.
- I’m happy to help you with that – A good way to get positive emotions FROM the customer is to give positive emotions TO the customer. Again, don’t just “do.” Tell the customer you’re happy to “do” for them.
- That’s perfect! – They suggest a meeting date or a next step. They provided you with more information. You reply “That’s perfect!” This is also positive emotion, affirming them and their action.
- My pleasure – This is a closing statement synonymous with Chick-fil-A, but the idea is a good one. It truly is a pleasure to serve someone – tell them so.
- We appreciate your business – This may sound old-fashioned, but it better be true. For a business to succeed, they need their customers. People want to be appreciated. So let’s put those two truths together in one phrase.
- It was great to talk with you – I often say this at the end of a call or – better yet – in a follow-up e-mail. Follow-up is not just about conveying a next step or a task to be done. It’s conveying the enjoyment of the rapport and relationship.
Use phrases that are music to your customer’s ears.