18 October 2023
8 Techniques For Positive Customer Service Language
Learn 8 different techniques to improve your customer service by focusing on positive language to create a better experience for the customer.
Language is extremely critical when dealing with customer service. If a customer contacts you, it's usually for an important reason. Perhaps they have issues with your product/service, maybe they're keen to learn more before they buy or any number of possible scenarios could also occur.
As a result, the language used by you or your customer service team plays a vital role in how customers react. Whether it's through a phone call or live chat software, you need to know how to convey things in the right manner, so you don't aggravate or upset your customers. Ideally, you should avoid negative language and aim to keep things positive. This can often feel like a challenge, but here are 8 techniques to help you get started:
Keep your eyes on the problem
Don't get caught up in the whirlwind that is customer service. People have problems all the time and they will make their feelings known. You can't get too emotionally caught up in this - which is hard when you may be receiving a torrent of abuse.
Instead, you should keep your eyes on the problem. Focus on what's wrong and what you can do to fix it for the customer. Even if they're being exceptionally rude, you have to maintain the focus and work on solving their issues.
Steer clear of any negative language
Negative language involves phrases or words that indicate you can't or won't do something. From a customer service standpoint, you need to steer clear of this at all times. Customers want to feel reassured when they contact you; they want to feel like there's a solution waiting for them. Negative language makes customers think there's a bigger issue and flicks a switch in their brains where they become more impatient and frustrated.
Be confident, not doubtful
Confidence is key when you need positive customer service language. The biggest mistake is seeming doubtful about your decisions. Stop saying you'll try and do something for a customer, or that an idea might work. Start saying what you will do and what is going to help them.
Get specific with explanations
If you ever have to explain things to customers, make sure you get specific. One of the big customer service mistakes for small businesses is to be too vague. You tell a customer that you fixed an issue and it's now resolved. Great, but what was the problem? How was it resolved? How can the customer feel confident it won't happen again? Being specific gives the customer peace of mind while also helping you display some of the aforementioned confidence.
Thank the customers at all times
Apologising to your customers is both a) an admission of fault and b) a display of negative language. Yes, you will need to apologise when there's genuinely a fault, but avoid doing it too often. Even for simple things like making a customer wait. Instead, thank them for their patience. Thank them for getting in touch and for listening to all you have to say. It takes on a more positive tone and reassures the customer.
Be empathetic and understanding
Never blame a customer for any issue - even if it is their fault. A good customer service representative will be empathetic and understanding. This frames the whole conversation in a more positive way. You appreciate that they have a problem, you're eager to help and you're doing your best to understand why they're upset.
Customers suddenly become easier to deal with and switch into a better mood when they feel understood. You're making them feel like they were right to contact you and that you can find a solution. It takes a weight off their shoulders and they see the whole experience in a better light.
Avoid complex jargon
Your customer is unlikely to know all the complicated technical terms used throughout your business. Therefore, throwing these words at them will only confuse the situation. Positive customer service language revolves around simplifying things and avoiding as much jargon as possible. You have to bring yourself to the customer's level and use terms they actually understand. This stops them from getting overly confused and extremely annoyed.
Suggest alternative solutions
Sometimes, there isn't a direct solution to a problem. Customers will be left irritated and upset if you simply come out and say there's nothing that can be done. Or, if they want to do something but you're unable to do it for them, don't leave the conversation with a flat-out no.
A simple positive customer service language technique is to suggest alternatives. If something can't be done, provide a selection of alternative solutions instead. Giving the customer more options will help them find either the desired outcome or one that's very close.
It's really important that your business uses positive customer service across all channels. At Click4Assistance, we have the best website chat app available, which can be programmed with phrases and responses to provide a positive customer experience. If you'd like to learn more about how this can help your company, click here for a free trial.