It has the power to turn an ordinary interaction into a memorable one, leaving both customers and agents feeling satisfied. Read on for 20+ examples of this type of language usage to help elevate your next customer conversation.
Understanding the Meaning of Positive Language Usage
Positive language usage is more than just a procession of happy words – it’s defined as the process of using language, words, and semantics to create an atmosphere of confidence, calm, and control through your interactions. In the context of customer service, it means using words and phrases that convey understanding, reassurance, and solutions, words that uplift rather than deflate or demoralize.
10 Examples of Positive Language to Elevate Your Next Customer Service Interaction
Language is a powerful tool that can transform any customer service interaction. Here are 20 examples of language usage to inspire you:
- Instead of saying “How may I help you?” try “I’m here to assist you! How can I make your day better?”
- When gathering information, replace “What’s wrong?” with “Tell me what happened so we can find a solution together.”
- Acknowledge the customer by saying “Thank you for bringing this to our attention” rather than simply saying “Okay.”
- Reassure customers by using phrases like “Rest assured, we’ll take care of it,” instead of just saying “We’ll see what we can do.”
- Give instructions in a positive tone by saying “Here’s how we’re going to fix this” instead of sounding demanding or bossy.
- Be courteous and polite with phrases such as “Please let me know if there’s anything else I can assist you with” rather than being dismissive.
- Build rapport with customers by using their name in conversation and showing genuine interest in their needs.
- When dealing with angry customers, remain calm and use phrases like “I understand your frustration” instead of getting defensive or confrontational.
- Close the interaction on a positive note by expressing gratitude for their time and business: “Thank you for choosing us today!”
- Use language to boost sales by emphasizing benefits over features: “This product will greatly enhance your productivity.”
Reassuring the Customer with Positive Language
The right language helps alleviate any concerns or doubts that the customer may have. It creates a sense of trust and confidence in their interactions with your organization.
Try a reassuring tone when providing updates on progress. For example, instead of saying, “I’m sorry for the delay,” you can say, “We are working diligently on your request and will provide an update as soon as possible.” This conveys a proactive attitude and reassures the customer that their concern is being addressed promptly.
Additionally, offering alternatives or options can help put the customer at ease. Instead of simply stating what cannot be done, focus on what can be done. For instance, instead of saying, “We don’t have that item in stock,” try saying something like, “While we currently don’t have that specific item available, we do have similar options that I think you might like.”
Happy, Reassuring Phrases Every Customer Service Agent Should Know
Customer service agents need to have a repertoire of reaffirming and helpful phrases at their disposal to adapt to any interaction. Some of these include:
- “Thank you for choosing our company.” Show appreciation right from the start.
- “Let me look into this for you.” Assure the customer that their issue is being taken seriously.
- “Here’s what we can do to resolve this situation.” Offer solutions instead of focusing on problems.
- “I appreciate your patience while I work on this.” Acknowledge the importance of their time and effort.
- “Thank you for bringing this matter to our attention.” Value feedback as an opportunity for improvement.
Phrases to Avoid and Alternatives to Use
It’s important for customer service agents to be mindful of their language choices and strive for positivity in every interaction. Here are some phrases to avoid, along with alternative options that can help maintain a positive tone.
- “I don’t know” – say something like “Let me find out the answer for you.” This shows initiative and reassures the customer that you’re committed to helping them.
- “That’s not my problem” – try saying “I’ll do my best to assist you with this issue.” Taking ownership of the problem conveys a willingness to help and builds trust with the customer.
- “You’re wrong” – use a more diplomatic approach like “Let’s review the details together so we can clarify any misunderstandings.”
- “Calm down” – opt for a soothing phrase like “I understand this situation is frustrating. Let’s work together towards finding a solution.” Acknowledging their frustration validates their feelings while offering support.
- “No” or “Can’t” – replace these words with alternatives such as “Unfortunately…” or offer alternatives/solutions if possible:
You Can’t Do Without the Right – Read Optimistic – Language Skills: Here’s Why
When customers feel valued and appreciated, they are more likely to become loyal advocates for your brand. By using the right turn of phrase, and maintaining a cheerful tone, you can enhance their satisfaction levels and build long-lasting relationships.
Language usage has a significant impact on your contact center’s overall performance. It helps reduce customer complaints and escalations while improving first-call resolution rates. Agents who are skilled in language usage tend to handle difficult situations with ease and grace, diffusing tension and turning angry customers into satisfied ones.
