5 Phrases Every Customer Service Rep Should Know and Use


Customer Service: a rare and cultivated art of persuasion and convincing
Customers are the godfathers of any business. If you want your business to prosper you need to keep your customers satisfied and happy. It is not any mean task to always keep your customers happy. A lot of effort has to be put in to keep your customers content. Sometimes it takes extra effort to keep the customers happy as there are difficult customers who are very finicky and does not get convinced easily. In fact, the modern day customers are not easy to pacify as they are informed customers and know exactly what they want and how they want it.

Big brands that have made a name for themselves have been able to do so because of their after sale service. They are not just concerned about selling a product. Rather to them what matters are the customers? They want to hold on to their existing customers. They want to maintain their goodwill in the market. It is this goodwill that makes a company from a mere seller to a brand. In order to maintain the brand image, it is important to keep the customers satisfied and customers are kept satisfied by the customer support team.

The customer service experience
You all must have has an unwanted or bad customer service experience. The customer service representative is not an active listen who listens to your problem and comprehends it correctly or if the customer representative ends up saying something incorrectly then the entire experience can get ruined and this can adversely affect the goodwill of the company. Hence a huge responsibility lies in the hand of the customer support team. They are the ones who ensure that the customer starts putting their trust in the company.

To make the customer service experience smooth and seamless for the customers, companies train their customer service representatives and teach them certain protocols that everybody in the customer service team must follow so every customer has a similar experience. They are taught voice modulation, how to control their temper and what they should say in different situations.

Phrases that all customer service representatives must know
The customer service representatives are taught uniform verbiage while interacting with customers. There are certain phrases that are taught to them that they must know and use regularly while interacting with their customers. Some of these phrases are:

We are happy that you contacted us:
it is very important that the customer service guy says this phrase in the initial stage of the conversation. This instantly pacifies the customer as he or she feels comfortable in continuing the conversation and also feels that there is someone who is ready to listen to them. The customer service representative should always remember that they should always explore the question more and try to understand the concern of the customers. They should always try to build the trust of their customer base.

We totally get your problem and want to help you out:
 There are myriad reasons for which a customer may reach out to the customer service team. The representative should always remember that they should give the customers a feeling that they understand their problem and are eager to help them out. Even the assurance that they want to help can boost the morale of the customer to a great extent. When a customer acts with urgency, then the representative too should act with urgency to make the customer feel that they understand that the customer needs urgent answers. This phrase gives the disappointed customer the solace that you understand their reason for discontent.

Give me some time to find the best solution to your problem: this phrase serves two purposes—firstly it gives the customer the assurance that you want to provide the best solution to them and secondly it gives the representative time to find a resolution to the problem. Even the representative is unsure of the issue that the customer is facing, they should never admit to their inability to understand. This phrase gives the representative time to explore the problem and come up with a solution.

Please let me know if there is any other way in which we can assist you:
it is true that you should act with urgency while dealing with customers, but at the same time, it is also important to not make the customer feel as if you are in a rush. The conversation never gets over till the customer feels absolutely confident that the issue has been resolved. Also, through this phrase, you can tell the customer about some new product or service that your company has to offer. However, if the customer is not totally in your confidence then upselling may not be a good idea.

Thank you for calling! Hope you have a nice day:
 it is true that the customer does not owe you anything, but they take out time to give feedback about you and fill up customer survey. Hence you must thank them for taking out time to give you feedback.



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TechFond - Latest Technology | Analysis | Enterprise | Startups | Product Reviews | How Tos: 5 Phrases Every Customer Service Rep Should Know and Use
5 Phrases Every Customer Service Rep Should Know and Use
TechFond - Latest Technology | Analysis | Enterprise | Startups | Product Reviews | How Tos
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