Whoever said words can’t hurt has never worked in the customer support industry or he’d know the world of pain that comes from the slightest mishap in phrasing. Navigating a call, especially one from an irate customer, is like walking through a minefield. One misstep can cause a client to flare-up and totally put the matter out of your control. But don’t fret, there is a way to come out of this alive. All you need is to know what words to stay away from and which ones are gold.
You don’t need to be a master wordsmith to watch what you say. What you need is a basic understanding of how people feel and what makes them tic. In short, empathy is key. The first thing to consider is yourself – if you were at the other side of the line, would you be happy with what you were hearing? Empathy is more powerful than any corporate handbook that instructs you what to say to customers. Nobody wants to feel like they’re talking to a chat-bot barking out a slew of buzzwords, policy statements, and no-can-dos.
Always remember that there is a way of saying things that will not lead to you ending up with a singed eyebrow. Yes, there is even a way to say “no” properly, we wrote an article just for that topic.
So let’s dive into the do’s and don’ts!
DON’T SAY: “I DISAGREE”
Nothing pushes all the wrong buttons than these two words. Whether you’re talking to an irate customer or not, disagreeing should be handled with caution. Never say it outright, because when you do, you are basically saying that he is wrong and you are right. This will cause the customer to defend his point-of-view and be on the defensive for his pride.
WHAT YOU SHOULD SAY
“I see where you are coming from and I understand why you would feel that way. But let me offer you some options that I think can be more beneficial for you.”
Never disagree without offering an alternative. Never say it’s not going to happen and then leave it at that. If what the customer wants is not going to happen, better make sure there is an acceptable option to it.
DON’T SAY: “YOU HAVE TO”
This is a statement that says you’re putting your foot down and the customer has to follow or else. You are limiting his options to zero and telling him to buckle down. Well, newsflash! That’s not going to happen. Nobody wants to feel like they’ve been backed into a corner with no other recourse. You will get a lot of resistance out of your customer.
WHAT YOU SHOULD SAY
“I understand your concern. Here are the ways in which I can help you.”
After you have laid all the options on the table, offer the best case scenario and give your recommendation. Your powers of persuasion will also come into play as you convince the client to go for the option that you feel is the best for the present circumstance.
DON’T SAY: “LET’S COMPROMISE”
This is a phrase that means both of you are settling for less just to arrive at a win-win conclusion. You might be more than willing to do so, but the customer will most likely not want to settle for less. Never use words implying that there could have been a better outcome for the client had he not compromised.
WHAT YOU SHOULD SAY
“I’d like to give you the best option given your request. Here is what we can do.”
Always imply that the customer is coming out on top. That he is “winning” and in control of the conversation. If there are caveats to the course of action, the customer should know that too. You serve for their convenience and you should make them feel that you’ll never make them compromise. This is one way of establishing a bond of trust.
DON’T SAY: “COMPANY POLICY DICTATES”
This is very close to “you have to” but with a few key differences. You are now invoking the name of the company. As such, you are communicating that the customer is talking to a faceless institution that does not feel empathy to the clientele it serves. This tells the client that somewhere beside you is a thick binder of policies that every customer needs to abide to.
Nobody wants to feel that they are helpless and dealing with a big, faceless corporation.You will find yourself dealing with an angry person on the other line.
WHAT YOU SHOULD SAY
“Our company has set some protocols to ensure that you get the best service we can give. Here’s what I can do for you.”
Make the customer understand that all the systems the company put into place is because you would like to serve them better. Policies are there not for the convenience and benefit of the company, but for the convenience of its customers.
ALWAYS SPEAK WITH EMPATHY
The above phrases barely scratch the surface of what you will encounter, but it gives a good view on what to expect. This industry we belong to thrives on the satisfaction that customers get out of their conversation with you.
Words have power. Use this power to create a bond of trust with the clientele you serve.