Knowing what kind of language to use when interacting with customers is more important than business leaders might think. It’s not just “what” an agent says that matters when building relationships with an audience, but also how they say it.
Complementary words and phrases may not seem essential to a sales or service discussion. But they can have a significant impact on a customer’s perception of a brand, influencing sentiment, loyalty, and engagement.
Not only do the right complementary words and phrases make customers feel better about themselves and their situation, but they can also improve how they feel about the company interacting with them. Let’s take a closer look at some of the keywords and phrases customer service leaders can use to transform their interactions with customers.
Complimentary Words for Customer Service
Complimentary words are the terms used in a conversation to make another person feel better about themselves. Usually, they’re words used to describe an aspect of someone’s personality or life.
For instance, the phrase “You’ve made a great point” tells a customer their input is valued and appreciated in a service discussion. The complimentary words used in customer service can vary depending on the situation. Here are some examples:
- Loyal
- Responsible
- Insightful
- Considerate
- Understanding
- Observant
- Honest
- Proactive
- Excellent
- First-class
- Superb
- Amazing
- Brilliant
In a customer service interaction, weaving some of these words into the discussion can help to improve the relationship between a brand and its consumers. For instance, if a customer calls to complain about a product or solution not working properly, the agent might say:
“First of all, we appreciate you being a loyal customer. We appreciate your honest feedback and will do our best to address this issue. Thank you for being so understanding while we find a solution.”
The idea isn’t to simply flood a customer with compliments but to subtly impart how appreciated they are during the conversation.
Complimentary Phrases to Use in Customer Service
Most of the time, complimentary words won’t appear in a customer service interaction on their own. They need to be used carefully and in the correct context. If a customer calls to ask about their upcoming bill, it doesn’t make much sense to tell them they’re an “amazing” person immediately. Throwing too many compliments into the mix can make a conversation appear inauthentic.
However, it is possible to implement complimentary words and phrases into discussions throughout the customer journey. Here are some examples:
- We appreciate how proactive you’ve been in addressing this
Customers don’t like wasting time calling companies to tell them something has gone wrong with their product or service. However, by providing this information, clients are actually giving a company an excellent opportunity to address issues before they get worse. A proactive customer helps brands get one step ahead of a problem, so they can preserve customer satisfaction levels.
- Thank you for your honest insight; I’ll pass it on to the team
Positive or negative, honest feedback from a customer is always valuable to a company. It’s a chance to learn more about the real issues clients are facing, as well as the things they like and dislike about a solution or service. Thanking customers for their honesty means they’ll be more likely to share their thoughts with the business again in future rather than just posting complaints online.
- It was a pleasure to help such a loyal customer
Most customers want to feel as though they’re respected and appreciated by the companies they buy from. They want to see evidence their loyalty is being recognized and rewarded. Letting customers know you’re happy to help them solve their problems, or address their needs, means they’re more likely to think highly of the brand.
- I appreciate your patience and understanding
Empathy goes a long way in customer service. In fact, 96% of customers consider empathy to be an important part of a successful interaction with a business. When companies thank their customers for being patient and understanding about a problem, they show they understand how frustrating the issue is. This helps to build a sense of rapport and affinity with the brand.
- You’ve been very helpful and cooperative here
Ultimately, it’s not the job of the customer to solve problems they have with businesses. Companies are responsible for ensuring the services and products they deliver to their clients can live up to expectations. If a customer goes above and beyond to help a service rep understand the issue they’re facing, it’s worth sharing some sincere thanks.
- That’s a brilliant question; let me find out for you…
This can be an extremely helpful complimentary phrase when an agent doesn’t have the answer to a question immediately. It lets the customer know their input is appreciated, making them more likely to be patient and understanding when the agent needs a moment to collect information. Following up with a promise to find the answer to the query shows commitment to addressing each customer’s specific needs.
- I can see you’re determined…
Acknowledging the customer throughout a conversation and addressing their feelings and thoughts can make them feel more understood and heard. If a client keeps pushing for a specific outcome from a service call, acknowledging their determination can help to prevent a conversation from going sour. It’s also a chance for an agent to show they’re committed to finding an agreeable solution.
- Thank you for being a first-class customer
Sometimes, simply thanking customers for their loyalty and commitment is one of the best ways to preserve a good relationship. Customer support teams are in a wonderful position to show consumers how much the business appreciates their contribution. In a world where clients have endless options for choosing who to buy from, a little recognition goes a long way.
