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Did you know that your words have power? In fact as a customer service professional your words have the power to create a loyal customer and the power to turn a customer against your organization.
For example calming words can calm your customer down while negative words can bring out negativity in your customer. This means that there is a lot of responsibility riding on your words. If this makes you nervous, it really shouldn’t as all it means is that you just need to ensure that when speaking with your customers you simply chose the right words that will get you the right result.
Here are several words that you may be using with your customers, including alternative things that you can say that can and will have more of a positive impact.
Don’t say: “You have to….”
Instead Say: “The next step for us is….”
For example calming words can calm your customer down while negative words can bring out negativity in your customer. This means that there is a lot of responsibility riding on your words. If this makes you nervous, it really shouldn’t as all it means is that you just need to ensure that when speaking with your customers you simply chose the right words that will get you the right result.
Here are several words that you may be using with your customers, including alternative things that you can say that can and will have more of a positive impact.
Don’t say: “You have to….”
Instead Say: “The next step for us is….”
Don’t Say: “I don’t handle that or that’s not my department”
Instead Say: “Let me connect you to the perfect team who can help you with your issue.”
Don’t Say: “I don’t know”
Instead Say: “That’s a great question, let me research that for you.”
Instead Say: “Let me connect you to the perfect team who can help you with your issue.”
Don’t Say: “I don’t know”
Instead Say: “That’s a great question, let me research that for you.”
Don’t Say: “Can I help you?”
Instead Say: “How can I help you today?”
Don’t Say: “You’ll have to wait.”
Instead Say: “I’ll be right with you.”
Don’t Say: “Hold please!”
Instead Say: “May I please put you on hold?”
Don’t Say: “We can’t/don’t do that!”
Instead Say: “Let me see what options we have to assist you.”
Don’t Say: “Sir or Ma’am.”
Instead Say: Your customer’s actual name.
Instead Say: “How can I help you today?”
Don’t Say: “You’ll have to wait.”
Instead Say: “I’ll be right with you.”
Don’t Say: “Hold please!”
Instead Say: “May I please put you on hold?”
Don’t Say: “We can’t/don’t do that!”
Instead Say: “Let me see what options we have to assist you.”
Don’t Say: “Sir or Ma’am.”
Instead Say: Your customer’s actual name.
Your words have the power to create a loyal customer and the power to turn a customer against your organization.
Don't you think it's time for you to join the conversation and see what everyone is talking about?
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Published: October 30, 2023
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