Some Empathic Words For Good Customer Service

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.

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