Improving customer service starts with creating an experience better than anticipated for those who buy your products and use your services. There are many tactics for accomplishing this but one of the easiest and most front-line is the language your team uses when communicating with clients, guests and visitors.

A few subtle adjustments to the things we say can greatly impact customer service. Here is list of 7 phrases that if used by your frontline team, can help create a positive, polished impression of your business.

 

A customer thanks you. Your instinct is to say, “no problem”.

Try, “My pleasure,” instead. It’s more refined, respectful and polite.

 

A customer says they appreciate your assistance. You might say, “sure thing!”.

Consider saying, “Happy to help.” It is likely to leave your customer with a better impression of you and the business.

Someone tells you they’re not happy with their product or service. You might say, “Let me get my manager.”

While that’s a good idea, you could start off this conversation by saying, “Thank you for bringing this to our attention.” This is a statement that acknowledges the concern and sets the stage from the next step.

 

In a situation where you don’t have the authority to provide the remedy that the customer wants, you might say something like, “Sorry, I can’t do that.”

While that’s true, you can package the words a little better. Try saying something like, “I’d love to help you with this. However…” That intro can help take the sting off.

 

A customer asks you to help with a product or service that you haven’t yet been trained on or is not your area of expertise. You might say something like, “Oh this isn’t my department…”

Instead, consider answering them with, “Of course. Allow me to go and get my colleague who manages this department.”

Someone asks a question and you don’t know the answer. Some might say, “I’m not sure. I haven’t been trained on this yet.”

Instead, provide a positive, confidence building reply such as, “Great question. Allow me to go and find out for you.”

 

Someone comes into your store. “Hi, how can I help you?” might be your go-to phrase.

A more professional and welcoming phrase is, “Welcome – what brings you in today?” or “Welcome in, please let me know if you need any assistance.”

While these seem like minor adjustments, they can give your business a major advantage when dealing with your customers. In today’s times, people are more and more discerning as to where they spend their money. Set yourself apart from your competition with great service — starting with the right language.

Speaking of improving customer service, here at Office Furniture EZ, we make no bones about it and we want your experience to be an A+. You, our customers, keep us in business. If you are thinking of treating yourself to a new office chair or if it’s time to add some workstations for new team members, we’re here to help. Visit our Denver office furniture showroom and let us wow you with our brand of customer service. We’re family-owned and operated, A+ rated by the BBB and ready to earn your business!