This is equally courteous, while it is less likely to damage rapport than the method mentioned above. Using this phrase signals that the process of solving the customer query has been enacted. In addition to attentive, polite and respectful language, reassuring noises can also be used to show courtesy. Another option would be to ask the customer directly how they would like to be addressed, which could work to the same effect. Debby Mayne is an etiquette expert and writer with 25+ years of experience. Good manners should be incorporated into every aspect of your life, including what you say during the most informal of times. Before we get into the detail, here is a quick reminder of some of the phrases that you need to avoid. Some folks might consider using polite language an outdated etiquette rule, but it isn't. “Pardon me” is a good reflex phrase when an advisor has missed a small part of the conversation. I’m glad that I was able to help [Customer Name], is there anything else I can help you with? Let’s also look at the most common courtesy words, which can be sprinkled into an interaction as a signal of mutual respect. "You're welcome," is much more appropriate. Being courteous in an opening statement is a great way to set the foundation for a strong customer–advisor interaction. Both are learned by example and taught by those who value the same. These include: Many of the words and phrases above included personal pronouns, such as “I” and “you”, which are often encouraged in customer service. This is courteous as it allows the customer to feel as if the problem has been “lifted from them”, while it is also a good tactic to minimise “dead air”. So, the following alternatives can be used to courteously acknowledge the customer: This is effective in terms of acknowledging a problem without voicing any personal thoughts on the matter. The folks around you probably won't remember unless you make a big deal of your faux pas, so don't dwell on it. Even people who are polite in every other way may have a bad habit of using rude language. Could you please repeat it for me?”. To make a commitment, “I will” is the obvious place to start. As you go through life, you see that better things happen when you don't forget to say them. And following up on this promise will help to establish a basis of trust, which should encourage future customer loyalty. Common sense, right? For example, it can be used in this way: “Forgive me, I didn’t catch your email address. This can be used for situations that are not necessarily emotional and, with the repeated use of “I” in the statement, it shows that the advisor is courteously taking personal ownership of the matter. Foul language has been around forever, but it has never been more widely used than it is now. However, during difficult customer–advisor interactions, where the customer has discussed an emotional situation, it is important to avoid the phrase “I understand”. There will be occasions when the customer feels as though they have fully detailed their query yet the advisor cannot quite understand the situation. There are plenty of people whose respect you want, so why risk offending them? Courtesy and positive language go hand-in-hand, as we discussed in our article: “The Best Courtesy Words and Phrases to Use in Customer Service“. When the customer hands over their information or pays the advisor a compliment, it is important to say thank you. Here are some of the most common words and phrases that anyone who cares about proper etiquette should incorporate into their everyday language: Words and phrases that need to be eradicated from your vocabulary: Polite language is always appropriate, so why not use it? Get the latest exciting call centre reports, specialist whitepapers, interesting case-studies and industry events straight to your inbox. Using the phrase “I can help you with that” can be considered to be the magic words for customer service. Find out how by reading our article: 50 Great Complimentary Words to Use in Customer Service. In addition, saying “I” and “you” helps to convey interest in the customer as an individual, as the advisor signals to them that they are the priority. Courtesy Statements are Important When Closing the Call. Such acknowledgement statements are a powerful tool in building rapport. It gives the customer reassurance that they have reached the correct person in the company to deal with their query. Foul language isn't the only thing people use inappropriately. It takes time, but it's worth it. It all comes across if someone is grumpy and slouching.”. Start studying Courtesy phrases. So if you make a mistake and say something you shouldn't, apologize and move on. Follow the link for: 18 Empathy Statements That Help Improve Customer-Agent Rapport. Many older people find it offensive, and most parents don't want their children cursing or using words that were once considered socially unacceptable. She covers professional, social, children's, wedding, and funeral etiquette. As well as the language that advisors use, there are habits that advisors can adopt to show courtesy over the phone. Welcome to [INSERT COMPANY NAME] customer service. Have you ever been around someone who motivates you to become a better person? #tip it is also courteous for an advisor to introduce themselves in their greeting, so the customer has a good idea of how to address them. How to Politely Handle Aggressive Salespeople, Etiquette Tips to Maintain Your Friendships, 10 Unique Etiquette Tips To Use Around the World, How to React to Inappropriate Funeral Behavior. This is also courteous as the advisor is demonstrating that they understand the value of the customer’s time and that they are doing their bit to speed up the process. May 27, 2015 - Manners are important life skills. These are often known as verbal nods. After all, old-fashioned courtesy is a must for any service or sales team. Here is a run-down of the courtesy words that contact centre advisors should have in their vocabulary, along with guidelines on when they should be used. Learn vocabulary, terms, and more with flashcards, games, and other study tools. When a customer expresses their gratitude, saying “you’re welcome” shows that it has been acknowledged by the advisor. 11 Helpful Tips for Teaching Kids Manners, 9 Ways to Politely Interrupt a Conversation. For example: “I’ll contact the delivery driver right away and give them this new information.”. What Are the Best Words and Phrases for Building Rapport? To assure the customer that their query is a matter of importance, it is vital to provide them with a sense of immediacy. During difficult queries, especially those where the customer has high emotional interest, making a commitment over the phone can help to comfort the customer, which not only helps to show courtesy, but also empathy. Eventually, speaking politely will become second nature to you. For example, someone might be in the habit of grunting instead of responding to another person's greeting. Here is a run-down of the courtesy words that contact centre advisors should have in their vocabulary, along with guidelines on when they should be used. Choose from 500 different sets of vocabulary greetings courtesy phrases flashcards on Quizlet. One of our readers, Kevin, agrees, stating: “Indeed it does work, we have done practice sessions where two advisors sit back to back and one of them talks and the other listens. Not only do people warm up to you more quickly but they also want to be around you more and for longer periods of time. These can also be labelled as courtesy words. Typically, that person is polite in all areas, including the way he or she speaks. Calculation of answered calls for a specific ... Voice of the Customer: Your Secret Weapon to Strengthen Customer Service, How Automation Can Protect You from an Avalanche of Customer Interactions, The Bot Who Cried Wolf: 6 Fantastic AI Fables – Webinar, Customer Experience Professional Masterclass and Exam Preparation Workshop – UAE, Winner of Business Phone System of the Year Announced, The Best and Worst Sectors for Customer Service are Revealed…, If it’s OK with you, I’m just going to put you on hold while I get your details.