![]() Harsh words are not always indicative of insight, and complaining customers are not always a sign that something is wrong. When the outcome takes center stage, it reduces the odds that customers will be upset. Redirecting the conversation from negative to positive places focus on the proposed solution. ![]() I can place the order for you right now and make sure that it is sent to you as soon as it reaches our warehouse!" Positive language: "That product will be available next month. It is back-ordered and unavailable at this time." Negative language: "I can't get you that product until next month. Say one of your products is backordered for a month and you need to relay this information to a customer immediately. While the change is subtle, the effects are drastic. Positive language is a great way to avoid accidental conflicts sprung from miscommunication. Speak as your customers doĬhase Clemons of Basecamp makes this point with gusto in "How to Write Support Emails Your Customers Will Love", but the quick takeaway is that your customers want conversations, not “correspondence.” You’re not talking with the Queen of England.Ĭonsider the following disappointing example: The other explains to customers why the transfer is to their benefit. One is a trite platitude that people are sick of hearing. Hey Jane, I’m going to introduce you to our customer success specialist who will be better able to answer your question!Įasy. Here’s another: which one of the following statements do you think is more appropriate? Common mistakes include using passive-aggressive language ( “Actually…”) or confusing customers with slang, colloquialisms, or technical jargon. There are few positions for which this applies more than support - clarity in communication is paramount because it affects everything you do. Communicate clearly with customersĮxcellence in anything increases your potential in everything. The 15 Best Customer Service Software Platforms for 2023 2.
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