Language matters in customer service. It doesn’t matter whether you’re talking on the phone, emailing, sending a letter or using a chat facility. The language you use with your customers can both have an impact on how they react to a situation and it can give an impression about your business.
Language matters for reactions
If you’re talking to a client and you’re using negative phrasing they’ll be more dissatisfied than they would be if you were using more positive phrasing
By using better phrasing, you can give your customers a better feeling about dealing with your company. The 3 main points to keep in mind are:
- Don’t minimise the customers issue – it may be easy to fix, or a relatively small problem but it’s big enough for them to have called you
- If someone else has to fix the problem – don’t just pass the customer off on them. If you’re transferring a call, summarize the issue for your co-worker. If you have to initiate a process then give the customer an idea of when they should hear from someone and either get them to contact you if they don’t hear, or even better offer to give them a call and make sure the issue has been resolved.
- Keep your promises – if you say you’ll call back tomorrow, make sure you call back tomorrow. If you say it will be fixed within 24 hours, fix it within 24 hours and if there’s a problem, let the customer know about the delay and give them a revised estimate.
Language matters for impressions
The way you talk to your clients can go a long way to creating the impression people have of your business. For example:
The point is that none of these are wrong, but it’s important to be aware of the impression your language gives and make sure that you and your staff all use the language that best matches the philosophy of the business. When there’s a difference between the way you market yourself and the impression you give it can make customers feel uneasy and develop a sense of distrust because the way your business acts doesn’t match what you say about your business – and nobody wants to do business with someone they don’t trust.
Do you think about the language you use when you’re communicating with your customers? Have you got a policy? Is it documented, or kept in your head? However you want to work it, language matters when you’re talking to your clients, and while it might not seem like a big deal when you’re getting it right. If you get it wrong, it can make the most trivial issues take on a life of their own.
