Consistently Winning with the Customer
In the customer experience, too much thoughtfulness is never enough.
So you want to use words that exude kindness, professionalism, and gratitude as much as possible with your customers.
Here are seven phrases customers won’t tire of hearing and why they’re important for the experience:
“That’s great!” … or something enthusiastically similar, such as “That’s fantastic!” or “Sounds perfect!” Positive phrases delivered with enthusiasm make customers feel like you’re interested in what they have to say and are their advocate for what they need. Customers will never complain about talking with someone who is positive and energized.
“Tell me if I have this right.” Seeking to understand before being understood is huge in dealing with people. You want to make sure you are fully understanding what their need is. This is absolutely essential in resolving issues correctly and answering questions effectively the first time.
When you ask customers to “tell me if I understand what you said,” you give them room to clarify and yourself time to make sure you have the issue and solution right.
“Let’s try to find a solution.” This phrase is powerful. It demonstrates kindness in a very effective way.
When you say, “Let’s,” you tell customers you’re in this together. When you say, “solution,” you tell them that there will be a satisfying result.
“You are right.” Let’s correct this.” Whether customers alert you to issues or share an idea, the sooner you tell them they’re on to something, the better they feel about contacting you.
Telling them they’re correct makes them surer about their relationship with your organization.
“One way to consider doing it …”This phrase works especially well when you might otherwise say, “You should have …”
It’s also a kind, polite way to give any kind of instruction because it sounds more like guidance and less like a command.
“I would be glad to … ”First, “glad” is a word that makes a positive impression. Second, this phrase suggests you aren’t just doing your job. It tells customers you like doing the job of helping them.
“Thank you.” It can’t be said enough in the customer experience. Thank customers for contacting you, for giving you feedback, letting you help them, continuing to do business with you, sharing their story, etc.