Everyone working in customer service knows that words are incredibly powerful, and some of them can truly either make or break customer service experiences. In fact, according to Andrew Newberg M.D. and Mark Robert Waldman, the authors of Words Can Change Your Brain, a single negative word can trigger the release of dozens of stress-producing hormones. Using the right customer service phrases in your live chat and phone communication with customers makes all the difference between a bad service and a delightful one.
Empathy is the Key to Excellent Service
Empathy is the ability to “walk a mile in someone else’s shoes”. Believe it or not, customers are not expecting customer service professionals to resolve their issues 100% of the time. On the other hand, they do expect empathy from service agents every single time they contact your company’s support. Empathy statements can do so much in making customers feel that they are understood, respected, and their feelings are validated.
The infographic below highlights 12 positive phrases and empathy statements to use for improving customer satisfaction. Incorporating them into your service interactions is an instant win, especially when you have to deal with frustrated customers. Are there any other helpful phrases you’ve found to be “silver bullets” for helping your customers have more positive experiences? Please, share them with our blog readers!
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<a href="https://www.providesupport.com/blog/positive-phrases-and-empathy-statements-for-customer-service"> <img src="https://www.providesupport.com/blog/wp-content/uploads/2018/03/12-Positive-Phrases-and-Empathy-Statements-for-Customer-Service.jpg" alt="12 Positive Phrases and Empathy Statements for Customer Service [Inforgraphic from Provide Support]" width="1200" height="4137" border="0"/></a> <p>From: <a href="https://www.providesupport.com/">www.providesupport.com</a></p>
Provide Support is a leading customer service software provider, offering live chat and real-time visitor monitoring tool for businesses.