Reassurance statements can be a valuable tool in the customer service landscape. After all, today’s customers aren’t just looking for quick and convenient support. They’re also searching for businesses that can support them in a human, empathetic manner.
There are times in any customer service interaction when customers might need some extra reassurance. They’ll want to feel confident their issue is being handled carefully, with the right expertise. They may also appreciate hearing that any problem they’re facing is going to be dealt with as quickly and discretely as possible.
Using reassurance statements can help to ensure the conversation goes as smoothly as possible. It also reduces the risk of customer sentiment deteriorating during a discussion. Here are some of the top statements customer service professionals can try.
You’re through to “Name” from the “Department” of “Company”, How can I help you today?
Even the first statement a customer hears can be reassuring in its own way. When customer service agents outline their name, their department, and the company they work for, they introduce themselves as reputable, knowledgeable individual associated with a specific company.
They tell customers they’ve gotten through to the right person to address their call while positioning themselves as authority figure.
Rest assured we’ll find a solution for this…
This statement is an excellent way for customer service advisors to put their customer’s minds at ease. It tells the client that the company is committed to resolving the problem. The use of the word “we” also positions the customer service agent and the consumer as a team rather than two separate parties, which can help to promote a better rapport.
A good way to build on this statement is with an empathetic comment such as, “I understand why this is so stressful for you.” Or “I can see why that could be a problem.”
Take all the time you need. I’m here to help you
Most customers know the service team they’re interacting with will have multiple different calls waiting. If they’re already feeling nervous about an issue, the pressure of having to explain themselves as quickly as possible can lead them to stumble through their issue, making more mistakes. Agents who let customers know they have plenty of time take some of the pressure off.
This polite statement encourages customers to slow down and relax, which can often lead to a more productive conversation.
I’ve seen this problem before; I can definitely help you with that
Sometimes, all a customer needs to feel reassured is evidence that they’re speaking to the right person. When a customer service agent uses this statement, they tell the customer that they’ve had experience working with the same problem and can therefore offer a solution.
This is a subtle way for an advisor to emphasize their expertise and give customers a sense of confidence that their issue is going to be addressed.
Thank you for telling me that. Let me confirm the issue so I know I understand everything correctly…
After using this statement, a customer service representative or advisor can repeat everything they’ve just heard (in their own words). This demonstrates a commitment from the professional to understand the issue and get everything the right first time around.
Repeating statements back to customers is a form of “active listening”. It’s often reassuring because it tells consumers they’re being genuinely heard. Confirming a mutual understanding at the beginning of a conversation also helps to reduce wasted time and mistakes.
I can see you’ve had a difficult time, but I’m here to solve it for you now
This reassurance statement combines peace of mind with empathy. It highlights that the advisor understands the gravity of the problem and is taking it seriously. At the same time, it reminds the consumer that they’re on the phone with the right person to solve the problem.
This statement also uses the word “now”, to let the customer know that their issue is the top priority for the service rep at that moment. They’re not being passed off or asked to take extra steps before they can access a solution.
I want to make sure we solve this for you as quickly as possible, so I’m going to speak to [expert] to find the next step
Sometimes, even if a customer is passed through to the right department to address their problem, the agent who answers the call might not have the solution. If a problem isn’t responding to typical resolution methods, the best option might be to seek additional help.
Letting a customer know that another expert is going to be consulted can be an excellent way to inform them the best minds are on the case. The statement also highlights the importance of “speed” in finding the right solution.
There are a few potential issues here. Can you let me know more about [specific problem]
While customers do expect the customer service representatives they speak with to be knowledgeable, they also recognize the need for extra insight and context at times. If a customer has rushed through an explanation of an issue, asking them for more information can be helpful.
Combining the request for extra information with an acknowledgement that there is a clear issue lets consumers know they have been heard.
Your experience has definitely been unacceptable. Here’s what I’m going to do to address it.
Using this statement allows an advisor to acknowledge the problem and its significance while also reassuring the customer. It lets the client know the company takes issues seriously and is committed to a higher quality of service.
At the same time, explaining exactly what is going to be done to address the problem makes the customer feel more informed and respected.
I just want to make sure this has solved the problem for you. Is there anything else I can do?
At the end of the call, it’s helpful to add a little more reassurance into the mix. A customer service agent making sure the problem has been fully rectified shows they’re dedicated to actually improving the customer experience. If a customer can’t tell whether a problem is fixed or not, the agent can offer to call back and follow up.
Asking if anything else can be done at the end of the discussion also reminds the customer that just because one problem is resolved, they don’t have to hang up the phone immediately. They can still ask any follow-up questions they might have.
The Power of Reassurance
Reassurance statements are a simple but effective way for companies to invest in better client experiences. They demonstrate empathy, compassion, and respect, and they’re often relatively easy to use. Including some of these statements in a customer service rep’s script can lead to higher levels of customer satisfaction, loyalty, and retention.
