12 Secrets For Delivering Positive Customer Service Language

This newsletter was hand-curated while listening to Only Human by Cold Showers.

Service Blog

July 2, 2020

12 Secrets For Delivering Positive Customer Service Language

Have you ever got off the phone with a customer and felt really confident about your call? You felt like you said all the right things at the right times and the customer really resonated with your advice. But, when you see they've submitted feedback and you're hoping for some nice praise, you notice the NPS is a detractor. You're left shaking your head wondering what you did wrong and what more you could have done to make the experience any better for the customer. When I worked as a customer service rep, I would see this all the time. A colleague would be surprised by the negative feedback they received even though they honestly felt like they were providing sound advice. Most of the time, these cases came down to the language the rep was using and how they were positioning their advice. Even though they were providing the right information, how they were phrasing it wasn't hitting home with the customer. In customer service, communication skills are key. You not only need to know your product and company inside and out, but you also need to be able to communicate all of your knowledge at both a master and beginner level. Using the right customer service language plays a crucial role in your ability to communicate this information in a way that's valuable to the customer you're working with. In this post, we'll review some of the core fundamentals of customer service language, then we'll narrow our focus down to a few best practices you can follow to sound positive during any service interaction.