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The Art Of Talking
10 phrases that make your customers feel
smart, good and coming back for more.
Happy
We’ve all had those moments when we’re on
the line with customer service and they just
make us feel like they...
…think we’re 6 years old
…couldn’t care less about our problems
…are being needlessly combative
…don’t really want to help
Much of that comes from the words and tone
of voice
“We appreciate
your business?”
Yea right.
Ugh, that
was SUCH a
rude email!
It’s like they don’t
know how long I’ve
been trying to get this
fixed!
Every time I chat with
support, I feel like I’m
the dumbest person
who’s ever called.
So why talk happy?
It makes you sound nicer.
It helps you convey a can-do attitude.
It helps buffer the blow of bad news and slower than
usual times.
Aside from good, timely service, studies show that
being positive and upbeat has the biggest impact on
customer satisfaction.
That’s why before
you talk (or type), ask yourself:
IS THERE A BETTER
WAY TO SAY IT?
Here are 10 ways you can
make every day conversations
sound nicer!
#1 “Actually…”
“Actually, you’ll need to go into
Settings to do this.”
“Sure thing, You can do this under
settings! :)”
Hat tip: Carolyn from Buffer, who pointed out that it felt nicer
to replace “actually” with something more positive.
#2 “I DONT KNOW…”
“I’m not sure we can help you with this.”
“I know what we can do. I’m going to loop
in Jimmy. He’s the best person to help you
with this.”
Saying “I don’t know” makes customers nervous. Always show
confidence, and direct them to the next best thing.
#3 “JUST…”
“Just send it back to us by mail.”
“The best thing to do would be to send it
back to us by mail.”
“Just” is obviously a popular word, but play it by ear. It can feel
sharp and curt in some contexts.
#4 “IN FACT…”
“In fact, we don’t offer that option
anymore.”
“It turns out we don’t offer that option
anymore, but let’s help you find another way
to get it.”
What’s a fact to you might be completely unknown to your
customer. Not a bad word per se, but can feel pedantic in that
context.
#5 “BUT…”
“We would be happy to help. But I
need your order number first.”
“We would be happy to help! Do you
have your order number with you?”
“But” kind of brings down the energy here. The alternative
looks much nicer in comparison!
#6 “WE APOLOGIZE/
APOLOGIES FOR…”
“Apologies for the inconvenience.”
“Sorry to hear you’re having this issue!”
If you want to apologize, just say you’re sorry! It’s more
personal, sincere and no one gets hurt in the process.
#7 “IF YOU REQUIRE…”
“If you require any further assistance,
please let us know.”
“Let me know if I can help you with
anything else!”
No need for the passive voice when you’re chatting with your
customers. Keep it active and personal.
#8 “I’M AFRAID THAT…”
“I’m afraid we don’t carry that product
anymore.”
“It looks like we don’t carry that product
anymore. We do have something similar
though, would you like to try it?”
Worst phrase in the English language. Who likes hearing a
sentence that starts like that?
#9 “AS YOU KNOW…”
“As you know, we no longer accept
American Express.”
“Did you get an email from us saying that we
no longer accept American Express?”
Nope, don’t assume your customers know anything without
asking first.
#10 “PLEASE BE AWARE…”
“Please be aware that our office is
closed tomorrow for Labor Day.”
“I just want to make sure you know that our
offices are closed on Sundays. Make sure to
catch us by Saturday with any other questions!”
This is another phrase to delete from your vocab. Don’t ask
customers to “be aware” - just tell ‘em like it is!
Language matters.
Words matter.
Interactions matter.
So go forth and be happy!
Grow your business through better customer service with
Kayako, the unified customer service platform.
Used by over 131,000 support heroes to deliver effortless
customer service
kayako.com
@kayako

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The Art of Talking Happy

  • 1. The Art Of Talking 10 phrases that make your customers feel smart, good and coming back for more. Happy
  • 2. We’ve all had those moments when we’re on the line with customer service and they just make us feel like they... …think we’re 6 years old …couldn’t care less about our problems …are being needlessly combative …don’t really want to help
  • 3. Much of that comes from the words and tone of voice “We appreciate your business?” Yea right. Ugh, that was SUCH a rude email! It’s like they don’t know how long I’ve been trying to get this fixed! Every time I chat with support, I feel like I’m the dumbest person who’s ever called.
  • 4. So why talk happy? It makes you sound nicer. It helps you convey a can-do attitude. It helps buffer the blow of bad news and slower than usual times. Aside from good, timely service, studies show that being positive and upbeat has the biggest impact on customer satisfaction.
  • 5. That’s why before you talk (or type), ask yourself: IS THERE A BETTER WAY TO SAY IT?
  • 6. Here are 10 ways you can make every day conversations sound nicer!
  • 7. #1 “Actually…” “Actually, you’ll need to go into Settings to do this.” “Sure thing, You can do this under settings! :)” Hat tip: Carolyn from Buffer, who pointed out that it felt nicer to replace “actually” with something more positive.
  • 8. #2 “I DONT KNOW…” “I’m not sure we can help you with this.” “I know what we can do. I’m going to loop in Jimmy. He’s the best person to help you with this.” Saying “I don’t know” makes customers nervous. Always show confidence, and direct them to the next best thing.
  • 9. #3 “JUST…” “Just send it back to us by mail.” “The best thing to do would be to send it back to us by mail.” “Just” is obviously a popular word, but play it by ear. It can feel sharp and curt in some contexts.
  • 10. #4 “IN FACT…” “In fact, we don’t offer that option anymore.” “It turns out we don’t offer that option anymore, but let’s help you find another way to get it.” What’s a fact to you might be completely unknown to your customer. Not a bad word per se, but can feel pedantic in that context.
  • 11. #5 “BUT…” “We would be happy to help. But I need your order number first.” “We would be happy to help! Do you have your order number with you?” “But” kind of brings down the energy here. The alternative looks much nicer in comparison!
  • 12. #6 “WE APOLOGIZE/ APOLOGIES FOR…” “Apologies for the inconvenience.” “Sorry to hear you’re having this issue!” If you want to apologize, just say you’re sorry! It’s more personal, sincere and no one gets hurt in the process.
  • 13. #7 “IF YOU REQUIRE…” “If you require any further assistance, please let us know.” “Let me know if I can help you with anything else!” No need for the passive voice when you’re chatting with your customers. Keep it active and personal.
  • 14. #8 “I’M AFRAID THAT…” “I’m afraid we don’t carry that product anymore.” “It looks like we don’t carry that product anymore. We do have something similar though, would you like to try it?” Worst phrase in the English language. Who likes hearing a sentence that starts like that?
  • 15. #9 “AS YOU KNOW…” “As you know, we no longer accept American Express.” “Did you get an email from us saying that we no longer accept American Express?” Nope, don’t assume your customers know anything without asking first.
  • 16. #10 “PLEASE BE AWARE…” “Please be aware that our office is closed tomorrow for Labor Day.” “I just want to make sure you know that our offices are closed on Sundays. Make sure to catch us by Saturday with any other questions!” This is another phrase to delete from your vocab. Don’t ask customers to “be aware” - just tell ‘em like it is!
  • 17. Language matters. Words matter. Interactions matter. So go forth and be happy!
  • 18. Grow your business through better customer service with Kayako, the unified customer service platform. Used by over 131,000 support heroes to deliver effortless customer service kayako.com @kayako