The Power of Positive Phrasing in Call Centers

Despite all the technology we have at our fingertips, communicating effectively can be rather difficult. Emailing can be tough because recipients may end up reading messages in a negative tone, which the sender most likely didn’t mean. Talking on the phone can also cause problems if one speaker has a monotone voice and seems disinterested. Plus, there’s always a question of how informal or formal one can be when communicating with customers through email or phone call. These are all problems that plague contact center agents on a daily basis. So let’s take a look at some of the best words and phrases to use when chatting with customers.

The first thing to keep in mind, whether communicating through email or phone call, is that small words can have a big impact. Words such as “definitely,” “absolutely,” “certainly” and “fantastic” may be short, but leave no doubt in the customer’s mind that the agent is engaged and interested in solving the problem. Their use creates a positive vibe for the conversation, which can be especially helpful if the caller is upset or frustrated.

Empathy statements are also a good way to turn the conversation toward a positive outcome. Showing customers that their problems matter with phrases like “I would feel the same in your situation, but we will sort this out…” stops them from feeling like just another phone call or chat message. It makes it clear that they matter, and that the agent will do everything in their power to sort the issue out. Empathy statements also serve to humanize agents, rather than just having them seem like a voice on the other side of the call. By connecting to customers’ problems, agents make it clear that they feel the same way and are looking to help.

On the same note, it’s important to show concern, but to avoid patronizing the customers. Especially if the problem has a simple solution, it can be easy for agents to simply tell customers what to do. While that may still be providing the answer, such a direct approach may come off as patronizing to the customer. The last thing an agent wants is to make a customer feel foolish for not knowing how to fix an issue. Phrases like “I would suggest/recommend” help prevent this problem from occurring. 

Edited by Maurice Nagle