Do you teach your kids good manners—like saying “please” and “thank you”? We’re pretty sure that more than a fair share of folks would definitely answer a resounding “yes” to this question. For indeed, these two seemingly simple words can actually work “magic” and go a long way in a person’s life. Nothing beats manners, after all.
Believe it or not, customer service—excellent customer service—likewise involves using a few “magic phrases or words” to win clients’ hearts. According to the folks at Entrepreneur.com, “there are certain ‘magic words’ that customers want to hear from you and your staff”. In other words, using such “keywords” can actually help win clients over.
So what can you say to warm your customers hearts, you ask?
“How Can I Help You?”
One of the most common yet effective customer service phrases is “how can I help you?” Remember that most everyone who contacts your call center is looking for help. Whether it be a simple answer to a cable television plan inquiry or a more complex fix for a distorted and garbled signal, every client needs some sort of help. Allow your patrons to tell you what the problem is or what it is they need help with.
Speaking of problems, another magic phrase would be “I can solve the problem”. Don’t ever say that their concern has no fix—that is the last thing they want to hear. This reminds us of Alan, who called up his propane grille vendor’s customer care service center, to ask why the thing won’t heat up. Instead of getting the help he was seeking, he ended up blowing his top because the contact center rep informed him that he has to go down to the store to check the issue. This made him wonder what the call center’s “reason for being” was in the first place.
So you see, words can either make or break you—both in real life and in the customer service realm. So be wise with what you say—it’s excellent customer care.