When you work in customer service, it can be difficult to keep all your customers happy and satisfied. Regardless of which type of business you are running, customers expect you to be able to answer their questions and solve any issues that come up. Poor customer service can lead to low customer satisfaction, lost profits, a poor reputation for your business, and decreased customer loyalty.
It’s important for your call center agents to be able to create natural, spontaneous interactions with each caller. Callers have different personalities, moods, questions, and issues, so it is very important to approach each call with an open mindset and provde customized service. But there are certain phrases that can help make your customers feel valued, respected, and satisfied.
Here are eight phrases that your call center agents should use to keep customers happy.
1. What can I do for you?
This phrase is very simple, but it should be one of the first things that your agents say to every calling customers. When an agent asks this, they are demonstrating interest and telling the customer that they are willing to listen to their concerns and work with them to solve any issues they have.
2. I am sorry that this is happening to you
Let’s be honest: all companies make mistakes sometimes. Trying to deny this fact is a poor strategy that can make customers feel like you are trying to deflect blame and aren’t interested in improving your business. But by having your agents provide an honest apology when it is necessary, customers will know that you are willing to take responsibility and learn from your mistakes.
3. I appreciate you reaching out to us with this issue
Make sure that every customer feels appreciated, even if they are calling to provide negative feedback. After all, criticism can help you improve and become aware of issues that you may not have noticed otherwise. Customers who feel appreciated are more likely to continue doing business with you, as long as you truly take their feedback into account and continue to improve your services.
4. I understand, and I would be frustrated too
We all like to feel like we are talking to someone who understands us, especially when we are trying to fix an issue. Sometimes, customer service can feel somewhat cold and distant, which discourages customers from coming back to your business. But by letting the customer know that they are dealing with someone who won’t minimize the problem and who understands their frustration, you are establishing how important your clients are to you.
5. I don’t have the answer right now, but I will check and get back to you in “x” minutes
When a customer calls about a more complex issue than normal, it is possible for an agent to not know the right answer to their questions. In these cases, it gives a better impression if the customer service agent is honest and upfront about not having the answer. After all, most of us know that it is impossible for one person to know all the answers. It is also better to ask for some time to solve the issue, rather than trying to provide a quick but ineffective solution.
But the key to make this phrase work is to actually call them back when you say you will. This will show the customer that your business really does care about solving their customer’s issues and that your customer service is reliable and trustworthy.
6. I will keep you updated
In some cases, it may not be possible to tell a customer that you will call them back the same day, but you can still reassure them and tell them that they will get an update as soon as possible. There are certain situations that merit a more thorough investigation and can require more time.
But even in these cases, it is very important to make sure your clients know that you are working to solve their problem. This can be achieved by sending them emails or text messages and letting them know how the process is going.
7. I understand this situation isn’t ideal, and I’ll fix it
By using this phrase, your call center agent will be letting the customer know that someone is there to help them. When your customers are dealing with an unpleaseant issue, this phrase will signal the fact that the problem is now safely in your business’ hands and that you will do what is necessary to solve the problem.
8. I am going to handle this issue for you
When a customer hears this, they will feel relieved knowing that your agents know how to handle the problem they were facing. This phrase tells your customers that your customer service agents are knowledgeable and that your business is eager to solve any issues.