Perfect Phrases for Performance Reviews by Douglas Max and Robert Bacal . customer service situations—specifically and ruthenpress.info book is about. Editorial Reviews. From the Back Cover. HOW TO SAY THE RIGHT THING AT THE RIGHT TIME. Every manager and employee has heard the phrase "The. Over Ready-to-Use. Phrases and Scripts. That Really Get Results. Renée Evenson. Excerpted from Powerful Phrases for Effective Customer Service: Over .
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THE RIGHT PHRASE FOR EVERY SITUATION EVERY TIME You've heard it a million times: "The customer is always right." But let's face it—sometimes the. Perfect Phrases for Customer Service, Second Edition (Perfect Phrases Series). pdf Phrases Series) by Robert Bacal as pdf, kindle, word, txt, ppt, rar and/or zip . Perfect Phrases for Customer Service Perfect Phrases for Performance Goals by Douglas Max and. Robert Bacal.. in situations where Perfect Phrases.
That it is an interesting idea… Yes, it is an exciting prospect… That is absolutely fascinating… You certainly are an expert on this… That is personally my favourite option… The first six of our top 25 words all end in -LY.
But why is this? Just look at some of the slogans that are being used by brands that are household names. They help the advisor to sound upbeat and interested in helping the customer, says Melanie, another one of our readers. Consider the following interaction, for example: Was the advisor too enthusiastic?
Something similar has happened to me before and I felt the same way. More of which are highlighted below. The Top 25 Phrases There are so many phrases that work well in customer service, but knowing when to use the best statements can be tricky.
So, here we give 25 positive phrases to use at specific parts of the call, with different options suggested for each. How can I help you? How may I help you today? However, if an advisor struggles to do this, encourage them to ask basic questions of the customer, while scattering in some of the positive words discussed earlier. For example: 3. The top three are highlighted below: 5. Positive wordplay can be key here. Just look at the following examples. So, it is good practice to try and weave the following phrases into conversations, to help the customer get from A to B with a smile on their face.
After all, old-fashioned courtesy is a must for any service or sales team. So, advisors should ideally be using statements like those below: Therefore, advisors could try dropping some of the following phrases into the conversation during these pivotal moments.
For access to a poster with all the information that is included in this table, follow the link: Top 25 Phrases for Customer Service. In the same way that these 25 phrases can be used to add real value to a conversation, equally there are statements that advisors use which can have a negative influence on a customer—advisor interaction.
This is the process of designing a script to ensure that advisors do not frustrate or anger customers. While many do not believe in positive scripting, there is little harm in making sure that advisors know what not to say and giving them some positive alternatives.
For example, the positive phrases in the table below were originally derived from phrases that advisors should ideally never use. To find out more phrases to avoid, read our article: While it is all well and good to use positive phrases, Anurag Bansal, a reader of ours, stresses that: Your expression while thanking, encouraging or even apologising to the customer should be the same as if talking face to face.
Your tone and expression should be genuine as fake words come out fake. Another example of this would be when using empathy statements, as if the advisor does not sound empathetic when using them, the customer may think that they are not being listened to or, worse, ridiculed.
When using the phone, empathy statements allow an advisor to establish a connection with the person that they are communicating with. These statements create trust and mutual understanding, which can bring great benefits to customer service interactions. To find other phrases like this, read our article: It has been great for us to see that you have been putting these words, phrases and empathy statements into practice in your contact centres. We received a great example from a contact centre in the Philippines of how they printed our lead image on their contact centre walls, as shown below:.
Closer to home, we have also seen other contact centres do this. So, to all contact centres, from around the world, who are doing this, thank you for your all of your nice messages and continued readership! Published On: With pleasure. Would you mind waiting?
Words such as Great, Fantastic, Marvelous should be avoided as they produce an underlying psychology of exaggeration. This way you are askign the caller permission to hold, you are giving them a reason for the hold, and your providing them an attainable timeframe for the hold.
Then when you return to the line: I am a trainer in a call center for a Mutual Fund Company and we are using a 3rd party business Dalbar, Inc. Always try to offer as an alternative option where appropriate. I would steer away from definitely — unless you can really and absolutely, definitely do it……..
Remember…a contact center is a huge sponge…we absorb all other departments short comings…the key is are we feeding back this crucial information to the relevant department else we might be running out of those positive words…;. This is a very popular item. Reinforce benefits of product, by using word phrases such as that.
On a not about an upset customer: Feel, Felt, Found process is a very helpful on, as well as the note about getting information and make sure you are the one to follow up with the customer. There is nothing more exasperation from a customers point of view, then having to repeat the whole story again and again. Take inituative in the call and make sure the customer knows your name to refer back to.
I have found some truly amazing things on this site and so glad Google brought it up as first choice. I do have some feedback that may help some people from a course I went on with my company recently Which I loved.
Just think of a few words and what they mean to you… The easiest way to do this is in a quiet room and with your eyes shut. What do you associate with wait? If you can just wait on the line whilst I check that information for you.. I have that information here for you now, I will just get it for you. I have problem with my Internet Service, my internet connection is very slow.
Empathy I do understand that its been very inconvenient in your situation right now that your Internet service is giving you a slow internet connection. Customer, Willingness to help the customer I can definitely handle this problem for you. You may consider using a line to the effect of: Typically, unless urgent, the caller will decline due to the sense of hassle and will be pacified.
If the customer agrees, you must make sure you get the info to the appropriate superior and that they understand what information you and the customer discussed. Give your name and rep ID only as allowed by company policy to bestow a feeling of trust and commitment on your part to ease the callers agreement to wait for an answer. I understand that you are upset, yet I will have to end this call if you continue to use that language.
Actually the customer is always right as they are the ones with the problem. These terms are so impersonal and do not treat the customer as an individual. Plus sir is someone who has been knighted by the queen and a madam is someone who runs a brothel!!
Customer is the BOSS. They were just angry on the service not with you. Just accept the responsibility and prepare to help. Customers need to feel validated with there concerns. First and foremost — acknowledgement should be made — re-instate their issues back to them to validate their concerns as well as verify to them that they do have your complete attention.
If abrupt and offending language occurs then a low even tone should be used to take back control of the call. I usually offer an apology — then advised that I am here to offer assistance to find an efficient effective resolution to your concerns, however I will not be verbally abused.
We need to work together inorder for me to better assist you find the outcome you desire. If this language continues, I will be forced to disconnect the call, which will unfortunately, not give you the immediate resolution you seek.
Positive words or not- Treat the customer as if they are always correct.. I want you to know I am taking this call to help you and am paid just for that — helping you!
They help the agent to sound upbeat and interested in helping the customer]. I have an agent who repeats the word Wonderful several times over in a call. The caller commented that they felt they were back in 3rd grade.
Unfortunately, the agent over-uses the word and it does start to come across a bit fake. Further, many sales calls could be led to a second sale or discussion on a possible sale in future. Also, while listening to a rude customer I have found it to be useful for me to draw some patterns on a paper. This has provided me with much needed patience to listen to the long, unpleasant conversation.
My goodness!! A customer is the most important visitor on our premises. He is not dependant on us. We are dependant on him. He is not an interruption in our work — he is the purpose of it. We are not doing him a favour by serving him. He is doing us a favour by giving us the opportunity to serve him. Fantastic is a very positive word. But used in a monotone loses all positivity and impact.
I would say not always but part of our skill as customer care advisors is resolving the situation to acheive a win win without pointing out to the customer directly that they may be incorrect. We may have been in their shoes, but no two situations are the same. The best way to help calm a customer down from an extreme emotional high positive or negative , is to appropriately use empathy. Not sympathy. Stop there! If you still feel emotions are high, let them vent and use another 1, 2, or maybe even 3 empathy statements.
I dont know if this has already been covered but ill ask the question anyway. I work for a breakdown organisation I basically take the breakdown information off the customer. The problem is that when I listen to my calls it sounds awful. Does anyone have any suggestions as to what else I could say. Please dont suggest fantastic or wonderful they are not appropriate in our world. We are not Customer Service as such. Thanks for the comments people. I am working in customer support but my process is chat.
I would like to know some more good phrases to be used while handling customers. I am new to customer service so, It would be really great help for me.
Thanks for the wonderful information guys. I just want to ask, what if a caller wants to talk to your superior immediately without saying any valid reason? What would be a good way to answer to that situation? Our skills as frontline customer agents whether delivering service or sales, need to focus on truly listening, understanding and adapting to their uniqueness in oredr to then deliver or not if appropriate a relevant solution.
We adapt and change as people almost daily in our own lives to differing sets of people around us; loved ones, children, mates, colleagues, parents and we use a different approach, a different language to each of those sets — so perhaps we need to tap into the inherent skills we have and let them loose in a Customer Experience environment, trusting to the fact that as adults we generally enjoy the wonder of relationships, building them, managing them, developing them, whether for 2 minutes on the phone or for life with our loved ones.
Very helpful for front line technical supports agents like me.. We usually deal with a lot of angry and frustrated customer so all the statements posted here are amazing. How can you offer a survey at the end of the call when the customer is in a hurry? We appreciate the opportunity to assit you. I appericiate your patience on this. Please let me know if I can provide any other additional support. When a customer immediately asks for a supervisor, the best response is…. Sure I can help you with that, in order to ensure that I get you to the best person to be able to handle your call, can you please tell me what your issue is?
Ok, well actually I can help you take care of that today, I just need your name etc. Generally they will allow you to assist. This is a great article…. Great responses. Great points on this site, thanks.
Im just about to embark on some telesales for my own company and dont have much experience. Now I have a good place to start and much to work on! Happy selling all! Very interesting opinions here. Point out the benefits for the company when a customer has to take a survey at the end of the call: This is the best plan for your requirements…. For special customers like you…… Great news!
You will ONLY be charged…. Is there a list that i could use for chat and a more candid words? Thanks again. An advice to each and every Call center agent my friends: Forget what happened previous. Concentrate on what is happening and what will happen with your responses and reply. We at ABC company take needs of each customers seriously and ensure that we earn your goodwill. I greatly apologize for any inconvenience caused.
Please accept our sincere apologies.
Kindly allow me a minute or two to review your account and get back to you. Thank you for being a great customer. We value your relationship.
I would be more than happy to look into your account to see why your account is restricted and guide you for the responsible team with their contact number. I appreciate your time and patience. I agree that customers are not always right. That would create a negative impact and customer would hung up. We need to believe what the customer says and we need to proceed with empathizing with the issue.
In some cases, we need to handle issues that fall under company policies. We need to be too smart to say no to the customers. We need extra soft skills to say no gently to the customers at this point.
I am a coach at a call center and we are trying to come up with different to present when we are unable to reverse a late fee for a customer. We want to present this in positive way. Anyone have Ideas for me? I have created one to help relate to the customers and still present it in a positive way. I am looking for other ideas. At this time the late fee will remain on the account but what we can do is provide you with different methods to prevent this from occurring in the future then provide options You have to use the right tone when relaying this to customers.
How about if you would need to transfer a call? Tiny— If at all possible conf in the client. I am going to conf you with the department that can. Once you have them Conf with the correct person. Simply excuse yourself from the call and move on to the next one. So I am glad I came across this. Very hard!! This a great site,with so many useful advice.
I am a rookie when it comes to CS and I would really need any advice you have. I work on chat, CS for an online casino, we also have to sell promotions, so this is really new for me. Is there anyone that can tell me something about this, how to relate with customer, beside the caring part, how do I present the offer without abuse words such as Wonderful, Fantastic etc, also because I see that my colleagues use this words a lot so I am trying to be a little differnt.
Anyway and Advice you have is well received. Thanks a lot! This is Incredible! Imagine all these people who share their knowledge not just to showcase their knowledge and how good or great they are but the willingness to help other especially like us who seeks for this.
You guys are amazing! Thanks for the help! Smith, can you please hold while I retrieve your file? I will be back in a minute. Jones, I will check to see if Mr. Johnson is available to take your call. Can you please for a minute? I will be right back. Johnson is not available right now. May I have him call you back? Hi thank you for all your comments…it helps a lot.. Waiting for answers.. Thank you all. OK sir, what we can do we can send our home comfort advisor at your doorstep, he will give you the estimate for that and this appointment would be free of cost.
So can i have your name please? Do you have any alternative number? And your address? Good How old is your house? OK sir which date and time is convenient for you? Let me check my database, please be online.
OK sir we can visit on Between. Instead, get creative with it, use these different words with a smile of course - wonderful excellent terrific splendid marvelous fantastic phenomenal fabulous magnificent. What call centers and telemarketers in general really have to address is the predatory practices that they utilize to gain their ends in business. There is such a thing as good business practice, such as calling during business hours, not 8am on a Sunday morning.
These practices are unethical and rude. I appreciate you patiently waiting. I want to make sure that I am able to provide you with an accurate answer.
I work as a customer service representative for a bank. I want to excell my performance in assisting our clients. I am not good at suggesting things to someone. I want to learn something from everyone. If you could teach me some words and sentences to use while assisting our clients, that would be great.
Have a nice day. Your satisfaction is our first and the top priority. These are the sentences we use for most of the clients. Hello all, I have read all of your helpful comments and suggestions. Hi my friends ill be working as a customer service represantative in airlines company.. Can someone help me with a spiel for down time. We work with the same customers over and over again.
Sometimes we can find it frustrating to stay professional because we do know our customers so well even personally. Most everything I find is for random callers with no relationship. When you are talking to your customer, of course there are five forbidden phrases: Dont say NO to your client. I appreciate your efforts and willingness to help your downloader to resolve this issue.
I can realize the situation and truly regret for the inconvenience this has caused you. It must be distressing for you not to receive the item on time. Putting the customer first and delivering service with a smile is an important part of a positive customer experience.
There are some interesting points here — and the use of positive language does have a really vital point to play in customer communications. There are other words and phrases that would sound more natural and less bossy. Never tell the customer what they should be thinking or feeling — just point them in the right direction to get there…. Oh yes, your choice of words can make a huge difference. A customer might just get turned off and walk away by one negative sounding word.
So be positive and pass it on. Great tips. Helloi i read your comments about call center conversations.. Thanks everyone for sharing your ideas. I appreciate you for giving us a call so that we can do something about it to improve our services.
And the customer is not ready to listen what agent replying. Acknowledge the problem: I understand the frustration that you face right now, I am trying my very best to help you out.
I got a confidence to handle the chat. Thank you for posting this comment. I would suggest to also put more emphasize on technical knowledge of customer service staff, less on phrases.
I can feel who makes a drama vs. When speaking to a customer I find it hard to say I understand…… because when Im calling into a customer service line it really bothers me when someone tells me they understand my situation does anyone have any other words I can use instead of understand.
What if I cannot help the guest in rectifying his actual complaint, but as a service recovery at times I need to offer him the best complimentary things. But even some guest become more angry stating they are not beggars to take my compensation, could you help me with right phrases to offer them politely, so that they do not disagree with my compensation. For a guest who complained about stains on bed sheet I need to offer him with complimentary dinner.
It will be a pleasure for me to help you, No response: Unfortunately I have not received a reply from you, do you wish to continue? Put on hold: Give me a moment I need to verify this for you, it will not be long.
Some really useful words and phrases for anyone in the customer service world! Language really can transform you communication with someone from negative to positive and vice versa!! This tips are very useful… guys can you please help me develop more my ability in communication skill??
I will be working as outbound customer service for floral company.. These tips are really great, I always highlight the important of language to the team I manage. I manage a call centre that deals mainly with customer queries. We often over look how powerful words are and how they can completely change positive communication with a person to a negative exchange when words are chosen wrongly.
I found the following resources really helpful when doing some refresher customer service training with staff I know have these 5 do not say words displayed around the office. Combined ideas, knowledge, curiosity and experiences result to an amazing web page that everyone must read on. Congratulations to the creator of this.
Thanks to all accommodating contributors. And lucky to us who were able to read this for free! I totaly agree with the post. We can always translate the negative phrases to positive. For example,. A couple of our customers have F ELT the same.
Better than here, I hope! Would you like me to pre-order it for you so it will be with you in 4 weeks? Recommended Articles. Anonymous 19 Sep at Ben 19 Sep at 3: Pretty well! Your satisfaction is a great compliment for us Mr.
Have a great day ahead! Not Convinced 21 Nov at 1: Kaj 26 Feb at Colly Graham 26 Feb at Also for proper a hold pattern you could use: Do you mind holding minutes while I research or process your request? Brian Pratt 13 Mar at 4: Marie Rowney 16 Apr at We understand the value of your time.
Alex Brown 27 Apr at 6: Adre 9 Aug at 9: Danyelle 29 Sep at 5: I do have some feedback that may help some people from a course I went on with my company recently Which I loved Just think of a few words and what they mean to you… The easiest way to do this is in a quiet room and with your eyes shut If I mention the word WAIT to you… What file does the little man in your head go and pull out?
Amazing how many of you will smile when you think of what this word means! Lyndsey 28 Oct at 7: Elizabeth 23 Jan at 2: Emphathy is the most essential part of a call. It cools down a customer frustration. Daryl Hall 25 Feb at 6: Mark Carter 12 Mar at Please advise.
Majid 24 Mar at Jacqaeous 24 Mar at 7: How can I handle an angry and frustrated customer and swears a lot? ArveenDMartian 6 Apr at 3: Some excellent comments, thanks guys helped out alot!!
Lizzy 16 Jun at 3: Do you work in customer services? The customer is NOT always right. Scott 28 Jun at 4: Myla Mae 9 Nov at 6: In all the 10 years of working in a call center — this works very well.
Anonymous 20 Jan at 6: They help the agent to sound upbeat and interested in helping the customer] I have an agent who repeats the word Wonderful several times over in a call. Sandra 20 Jan at 8: Biju Jose 23 Jan at 6: If you use a higher piched voice, it sounds more positive, and it will get a great reaction. Kevin Kennedy 16 Feb at 6: I feel positive words must be used naturally and sincerly. CB 24 Feb at 5: