How to use positive language in customer service

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Make Customer feel Comfort:

Making your customers feel good about the service they are receiving can be hard to know the value of until you need help.

The thing you can’t touch is customer service. You can’t hold it and the value it has to different people varies. But, when you don’t get good customer service, you know about it.

Use Positive Language

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Think Positive image by Pixabay

One of the best ways to improve customer service is to use positive language. This can have a significant impact on how people perceive your organization and leave them feeling good about their recent experience.

Remember the good times, forget about the bad.

Sometimes customers will want to cancel their contract because of unforeseen circumstances. Sometimes, even if it’s not what the customer wants, we have to say no and deliver that message in a nice way.

It’s important to plan the words you’ll use when delivering bad news.

This can take a bit more time, but it will make a big difference in how your customers feel. When you speak to your customers with a positive tone, you’ll be able to establish an emotional connection with them.

Talk About Benefits instead of limitations:

Share the benefits of your products and services instead of emphasizing the limitations.

We can’t do that, We can do that, I don’t think that will work, I think that will work, You’re not allowed to, You are allowed to, That’s not possible, That’s possible, It’s impossible, It’s possible.

Your time is precious, and we know that. That’s why our support teams are available 24/7 to help you out with any questions and are happy to assist in any way possible.

Example’s of swapping negative language to positive alternates

I’ve listed some simple examples of swapping negative language for positive alternatives below.

Instead of… Say… We can’t do that we can do that I don’t think that will work I think that will work You’re not allowed to You are allowed to That’s not possible That’s possible It’s impossible It’s possible

Instead of…        Say…

“I’m sorry, but we don’t have that information here. Joe handles all of that, and I can’t help you with this.” “I apologize for the inconvenience. Please let me find out the answer to your question and contact you back.”

While there’s no guarantee of success, communicating in a positive way is more likely to create cooperation than argument or confrontation.

“Instead of” and “say”

“Nope, we are out of stock and it won’t be back in stock for four weeks. “This is incorrect grammar. It should say: “No, we are out of stock and it won’t be back in stock for four weeks.”

Have you ever noticed how some of your responses to customer service inquiries happen to be more negative than they need to be? One way to fix this is by making a point of finding where your responses contain negative language and replacing it with positive words.

For instance, have you reviewed your recent customer service interactions? If so, was the language you used contributing to a positive or a negative customer service experience? Become a more knowledgeable professional and skilled digital marketer with courses from Odyssey Training.

Remember Customer is King

Customers are savvier than ever and will check up on anything you say or do with a quick tap of their phone.

But keep in mind, each customer has a different definition of what good customer service means to them.

Learn about the fundamentals of how to deliver excellent customer service – whether over the phone, in person, or via email.

Our Customer Service Exceeding Expectations course is available for a one-day in-person class or live online format.

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