As a customer service professional, you know that little things — an ill-chosen word or a lapse in your tone of voice — make a big difference when you want to satisfy customers.

Sometimes just being mindful of what sorts of phrases touch a nerve — and knowing what to say instead — makes the difference between a positive customer experience and a disgruntled customer.

Make the right choice with these three pairings to keep customers satisfied with you and your agency:

• “I will” v. “I’ll try.” Don’t say “I’ll try…” when explaining what you’re going to do for a customer — she will be skeptical about whether she’ll get results. “I will…” sends a message of confidence. Use it even when you’re not certain of the outcome.
• “Will you” v. “You have to.” “Will you” makes you appear polite and respectful of the customer’s time. “You have to” seems indifferent and calls attention to a possible inconvenience.
• “That’s our policy” v. “Because…” Explaining the reason for any request of the customer — for identification or other information, for example — will foster cooperation and make the experience more pleasant for both of you.

Filed under: Customer Service Corner