There are two common themes that I’ve learned about good customer service. The first is the importance of positive language. It goes beyond “yes sir/mam” or “no sir/mam.” It means taking negative words and spinning them positively. The second aspect I’ve learned is crucial for a good customer experience is empathy, or understanding a customer’s emotional state, and then using it to provide good customer service. Now let’s combine the two!
The key to empathy is understanding, so when a customer comes to you with an issue or complaint, simply stating “I understand” can establish an empathic relationship. And it may be the truth—we’ve all had complaints or issues with a business before. Saying something along the lines of “I would be angry/upset too” is another good tactic. Another key component of empathic language is apologetic words. These include “I apologize” or the old stand-by “I’m sorry.” In all of these instances, you are using positive language to take a negative situation and hopefully turn it into a positive one. In many instances, positive language can defuse potentially bad situations, and help foster customer loyalty.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
[button_box header=”” buttontext=”New Approach to Customer Service You will Absolutely Love!” link=”https://corp.yonyx.com/”][/button_box]
