Choosing the Right Words Can Transform a Customer Service Conversation

In the customer service world, we’re contacted by customers who have questions and problems. A conversation that begins with the three words, How do I …? is an opportunity for a positive customer service conversation right from the start. On the other hand, a conversation that starts with a problem or complaint forces us to turn a negative into a positive. Words that we use can help drive the positive experience. Here are three ideas:

1. Yes and No – If you’ve been in sales, you may have been taught that the goal is to get the customer to say yes. I agree with this in principle. The word yes evokes positivity. However, in customer service, sometimes it’s okay for the customer to say no. Here’s why. The word yes forces the customer to commit, and sometimes, that can make them feel uncomfortable. For example, let’s say you explain how to do something. You may ask, Do you understand? The customer might say yes because saying no might make them feel like they aren’t smart. There is a discomfort. They may be saying yes just to save face. Try rephrasing the question and asking, Do you have any questions about how we did this? Now, the word no indicates that the customer understands your explanation, but the question opens the door for the customer to ask for more help without feeling uncomfortable or defensive.
2. That’s Right Versus You’re Right – If a customer says something you agree with, it’s logical to say, That’s right. That phrase is about agreement of fact. However, another way of saying the same thing is to swap out the first word and say, You’re right. That phrase implies that you not only agree with them but also trust their opinion or answer. Trust is a powerful relationship builder.
3. Why – The word why can be either positive or negative, depending on how you use it. If a customer says something and you disagree and question them with the word why, you are potentially putting that customer in an uncomfortable and defensive situation. A one-word question like, Why? can make the customer feel as if they are being cross-examined on a witness stand. If you want to understand why the customer is thinking or saying something, you might replace the why question with, That’s interesting. Can you expand on what you mean by that?

These aren’t hard rules. It’s not that you would never ask a question that pushes for a yes or positive response, that you would always replace that’s right with you’re right, or that you would never use the word why. However, in certain situations, you want to choose the words you use wisely. Even if they subtly impact the conversation, the right words create confidence, build relationships, and foster repeat business and potential loyalty. 

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Shep Hyken
Shepard Presentations, LLC.

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