Sometimes customers respond angrily because they feel alienated and threatened by you and your power. Turn your language into “we-speak” to make them feel like you’re on their side.When you talk to your customers as though you are on the same team, you’ll be on your way to fostering better customer relationships. Your customers will feel more comfortable when they perceive that you’re there working alongside them and not trying to win their business just to boost your own quotas.

Here are three practical strategies for exercising inclusive language:

• Employ collective pronouns to create an atmosphere of teamwork. For example, say: “We’re going to get to the bottom of this issue today.”
• Avoid refusing customers with statements like: “I can’t provide this service for you.” Instead, phrase the thought as: “Let’s see if we can find a way to help you solve your dilemma.”
• Stay away from judgmental comments. For example, eliminate responses such as: “Why is this so difficult to understand?” and “Why wouldn’t you want to sign up for this great deal and save $50? Don’t you want to save money?”

Filed under: Customer Service Corner