The Top 25 positive words and phrases

In a customer service environment the language that we use can have a strong effect on how the customer perceives the service. In a sales environment this is even more critical. Here Pinaz Hansotia has pulled together the top 25 positive words and phrases that we can use in our customer interactions. WORDS ³Definitely´ ³Surely´ ³Absolutely´ ³Certainly´ PHRASES ³Rest Assured Mr««´ ³I do understand the inconvenience you have faced««´ ³I will be more than glad/ happy to assist you«.´ ³I completely understand the reason why / your situation«.´ PERSONAL ONES ³I will surely ensure that«´ ³What I will do for you right away is««´ ³I assure you I will try my best«..´ ³What I can do for you right now is «.´ ³I¶m sorry for the inconvenience that you have faced, what I can do for you is «.´ ADVISORY ³I would suggest / I recommend«..´ ³To avoid a similar inconvenience in future I request you to«.´

.¶ ³This is the best plan/scheme for your requirements«.. «you can«...´ ³We have a variety of «..´ Have you discovered any other positive words and phrases that work for you? If so... you can ____________ «.¶ ³It¶s a wonderful service where instead of _______..Call Centre Tips | Call Centre Helper ² 7 Jul 2008 @ 2:30 pm Gauranteed Comment by John Sullivan ² 27 Jul 2008 @ 4:37 am Because you are a valued client/customer Comment by Anonymous ² 19 Sep 2008 @ 12:21 pm .PROCEDURES ³All you need to do is to just«.´ ³For Special customers like you«.´ ³As soon as you receive«´ BENEFITS ³You will surely be able to enjoy«.] Click here to see the Top 25 positive words & phrases [. Filed under: Tips 7 Jun 2008 38 Comments [. please add them in to the comments box below..] Pingback by Champagne Moments ..´ ³You will ONLY be charged«..¶ ³For just £_____..´ ³A simple way / method to change it will be to«.

Have a great day ahead! Comment by anil dogara ² 17 Oct 2008 @ 10:01 am CUSTOMER IS ALWAYS RIGHT Comment by SYED RAFI ULLAH ² 28 Oct 2008 @ 7:21 am ³Let¶s have a look. Do you work in customer services? The customer is NOT always right. Comment by KrisYork ² 17 Feb 2009 @ 8:37 pm .Ms./Ms _____ Assuring you our best services Mr.That¶s a fantastic choice Comment by Ben ² 19 Sep 2008 @ 3:17 pm Great ! Fantastic ! Perfect ! Marvelous ! Pretty well ! Your satisfaction is a great compliment for us Mr. I¶ll not be a second´ ³And that¶ll all be with you on «´ But in response to above: ³I will surely ensure that«´ sounds as if you¶re getting tangled up« and will either of you really be able to keep a straight face after ³special customers like you´? Comment by Not Convinced ² 21 Nov 2008 @ 1:33 am 1) You can say that again 2) It is your right to know Sir Comment by Alkali ² 16 Feb 2009 @ 1:46 pm To SYED RAFI ULLAH ² 28 Oct 2008 @ 7:21 am.___________.

in my opinion creates a barrier that really doesn¶t need to be there.S. I¶d be delightly to assist. Always try to offer as an alternative option where appropriate. Marvelous should be avoided as they produce an underlying psychology of exaggeration. . Inc. Agree with the comment about avoiding µgreat. fabulous. Would you mind waiting? Comment by Kaj ² 26 Feb 2009 @ 10:13 am Words such as Great. not waht you can¶t. Many of our customers prefer to do/use«« What other customers have done/tried in your position is«. Comment by Brian Pratt ² 13 Mar 2009 @ 4:54 pm I particular hate sir/madam/ma¶am ± please use their name.Certainly. Comment by Colly Graham ² 26 Feb 2009 @ 12:25 pm Certainly.´ This way you are acknowledging the imposition from the hold. this. and your providing them an attainable timeframe for the hold. ³sir/ma¶am´ I¶d be happy to assist you with that today.) and they monitor and score our customer service skills. Also for proper a hold pattern you could use: Do you mind holding 2-3 minutes while I research or process your request? This way you are askign the caller permission to hold. marvellous¶ ± just too much! Speak to your customer like you would want to be spoken to and always tell them what you can do for them. Then when you return to the line: ³Sir/Ma¶am. Let¶s look at this (very arm around and sorting it together) Comment by Marie Rowney ² 16 Apr 2009 @ 11:30 am P. thank you for holding I appreciate your patience.. Fantastic. I am a trainer in a call center for a Mutual Fund Company and we are using a 3rd party business (Dalbar. you are giving them a reason for the hold. With pleasure.

apologies for the great inconveniences. Remember«a contact center is a huge sponge«we absorb all other ..) & tell the customer you will call him back before the days end to update on his case status. again commenting on Ben¶s comment ³That¶s one our most popular choices´ ± rather than fantastic Comment by Marie Rowney ² 16 Apr 2009 @ 11:34 am We understand the value of your time. it should have read´ Can you please repeat that?´ Comment by Ela ² 17 Jun 2009 @ 10:53 pm thank u Comment by Anonymous ² 21 Jun 2009 @ 1:41 pm need advice in a situation where the customer is facing dificulties due to company¶s fault and no solution . definitely do it««. the customer will eventually cool down & reliaze that you are sincere in helping them out.S. use all positive words & finally assure the customer that YOU will personally take this matter up (give your name & employee no. Comment by Marie Rowney ² 16 Apr 2009 @ 11:31 am P.what am i to do?how am i suppose talk my self out of it as call agent Comment by prasanjith ² 12 Jul 2009 @ 4:55 pm Sounds very familiar« What we need to do is basically listen to the customer. Comment by Alex Brown ² 27 Apr 2009 @ 6:51 pm Can you please that? Comment by Ela ² 17 Jun 2009 @ 10:41 pm Sorry for that.I would steer away from definitely ± unless you can really and absolutely. Then you do just that & do call the customer back even if you do not have an immediate resolution as any human being.

what they FOUND. Comment by Chris Wood ² 24 Sep 2009 @ 2:22 pm Interestingly. if you start a sentance with a word ending in LY then what follows is regarded as truth and is very hard to object to. it¶s an old one. It works well in sales scripts. But no one here has mentioned the old µFeel Felt Found¶ approach. but a great one. Mr Customer I understand how you FEEL« Something similar happened to me and I FELT the same way« What I FOUND and I hope this will be the same for you is« And then you can get on to your proposed solution.) Comment by Adre ² 9 Aug 2009 @ 9:02 am Unless I¶ve missed it (and I am sorry if I have). Absolutely etc] do have a place in a telephone conversation. This is a little known persuasion secret by all but the major corps and their marketing agencies.´ EG: Interestingly this is what other customers have« Naturally my goal is to make sure« Amazingly we were able to« Just look at some of the statements used by big PLC¶s Exceedingly good cakes Probably the best lager in the world [Actimel are running an ad right now but i can't remember the wording] . after XXX is«. I have studied for 8 years the Psychology of Influence & Persuasion in relation to Sales and Sales related roles. I know how you FEEL«. ³Surprisingly. Many of our happiest customers FELT the same way« However.departments short comings«the key is are we feeding back this crucial information to the relevant department else we might be running out of those positive words«. Or with an unhappy incoming call. I just wanted to give a bit of background into why the words mentioned above [Definately.. but can be used in a variety of ways« Mr/s customer.

I will just get it for you When you hear the word SORRY«. ³that color is very pretty´ ³we have had alot of positive feedback on that item´ On a not about an upset customer: Feel.. we need to re phrase the words we use. I do have some feedback that may help some people from a course I went on with my company recently (Which I loved) Just think of a few words and what they mean to you« The easiest way to do this is in a quiet room and with your eyes shut If I mention the word WAIT to you« What file does the little man in your head go and pull out? What do you associate with wait? (Mine is waiting in a queue) It doesn¶t matter how friendly or polite you are. Reinforce benefits of product. Sorry to keep you holding / waiting« (Must be something to be sorry about) Thank you for staying on the line DARK HOLIDAY PLEASURE «. Comment by Danyelle ² 29 Sep 2009 @ 5:11 pm I have found some truly amazing things on this site and so glad Google brought it up as first choice.. If you can just wait on the line whilst I check that information for you. as well as the note about getting information and make sure you are the one to follow up with the customer. Felt. Found process is a very helpful on.Hope that help Gary May ± President of the Association of Sales Professionals Comment by Gary May ² 25 Sep 2009 @ 4:07 pm This is a very popular item. There is nothing more exasperation from a customers point of view. I have that information here for you now. by using word phrases such as that. Take inituative in the call and make sure the customer knows your name to refer back to. Amazing how many of you will smile when you think of what this word means! . then having to repeat the whole story again and again.

I¶m your customer service representative for today. Emphathy is the most essential part of a call. It cools down a customer frustration..THE WORLD IS FOR PEOPLE WHO SERVE OTHERS THEY CAN LEAVE PRINTS IN LIVES« Comment by Elizabeth ² 23 Jan 2010 @ 2:30 am Daryl:Thank you for calling___________..Customer. I¶m paying much for this service and yet I¶m not satisfied with respectful and friendly but not such a machine. If I¶m on your situation. Will they be always right if they are using unnecessary languages. Comment by adhmie ² 29 Dec 2009 @ 5:25 pm Yes. Comment by Elizabeth ² 23 Jan 2010 @ 2:29 am AND U WILL ENJOY WHAT U DO IF U FEEL HELPFUL TO may I help you? Customer: I have problem with my Internet Service.. COMCAST« Comment by Elizabeth ² 23 Jan 2010 @ 2:27 am JE IM SORRY WHAT U WORK FOR. (Willingness to help the customer)I can definitely handle this problem for you. .there are sometimes when the cust does´nt have reason but just remember they are paying 4 a service and they feel frustated when there are problems so the best way to speak with a cust is do your best « and not just using the phrase ill do my best« so just do it«stop and put yourself in their shoes. Don¶t worry Mr.. swearing & cursing? Comment by A ² 9 Dec 2009 @ 3:33 am Customer NOT ALWAYS Right But Customer ALWAY IMPORTANT.. Daryl: (Empathy)I do understand that its been very inconvenient in your situation right now that your Internet service is giving you a slow internet connection. I would feel the same way name is Daryl. as u really want to help«SOMETHIN´IMPORTANT TO REMEMBER IS PEOPLE IS 4 U WORK FOR«IF U DO SOMETHIN´DO IT AS BETTER AS U CAN ELI. my internet connection is very slow.Well it¶s been a please reading and sharing Comment by Lyndsey ² 28 Oct 2009 @ 7:25 pm I do not agree in this saying ³CUSTOMER IS ALWAYS RIGHT´.

the caller will decline due to the sense of hassle and will be pacified. can sound completely over the top.´ Typically. Let¶s suppose our supervisor isn¶t present on the floor too? ] >RE: You may consider using a line to the effect of: ³Due the (technical nature / sensitivity / nature) of the information I am unable to provide the information you are requesting.and follow script as normal while ignoring the cussing. With your permission I could give your contact information to my (supervisor / manager) and when he/she returns to the office (tomorrow / in an hour / Monday) he/she will give you a call as soon as convienient to answer your question. Give your name and rep ID (only as allowed by company policy) to bestow a feeling of trust and commitment on your part to ease the callers agreement to wait for an answer. Comment by Jacqaeous ² 24 Mar 2010 @ 7:10 pm How can I handle an angry and frustrated customer and swears a lot? Comment by ArveenDMartian ² 6 Apr 2010 @ 3:36 pm Angry and frustrated customers should be heard out. unless urgent. Let¶s suppose our supervisor isn¶t present on the floor too? Please advise. where he could control his language. leading to a loss of confidence in your sincerity. Comment by Mark Carter ² 12 Mar 2010 @ 11:35 am What if customer asks a question we don¶t have answer for. unless offending you where you can suggest that he calls back after calming down. but I do know who can. empathy statement . you must make sure you get the info to the appropriate superior and that they understand what information you and the customer discussed. If the customer agrees.FROM: Daryl Hall CONVERGYS Comment by Daryl Hall ² 25 Feb 2010 @ 6:48 am Its my pleasure Comment by Anonymous ² 3 Mar 2010 @ 8:51 pm I agree with the comment above that some words such as µgreat¶. µbrilliant¶ etc. Comment by Majid ² 24 Mar 2010 @ 10:09 am [ What if customer asks a question we don¶t have answer for. *1st wrning .

Sir. Comment by CHRISTINA ² 2 May 2010 @ 11:55 am Some excellent comments.I understand that you are upset.and 2nd warning. mr. thanks guys helped out alot!! . yet I will have to end this call if you continue to use that language.if he doesnt agree to call back./ms.

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