Do you feel like the phrase positive customer service is a contradiction in terms? Especially after the pandemic.

Customer service has become another do-it-yourself response.

• Forums of users searching for help (from who knows who)
• Customer service agents without answers or authority
• Frequently Asked Questions or Chat responses that do not fit your problem

Businesses that stand out have great customer service.

Unfortunately, that may be true because good customer service is so hard to find. Knowing how to respond to tricky situations elevates your business to elite status. And it all starts with words.

Positive Customer Service Words

The words you use have a powerful impact on your customer’s impression of your service. Staying positive is easy when you receive a compliment or encounter a smiling customer.

You’re challenged when your business is the recipient of a social media slap. Or an angry caller.

• Whether the complaint is fair or not does not matter.
• Your response does.

For a few quick ideas for positive customer phrases, download Positive Customer Service Phrases.

The following scenarios are 3 thorny tirades with suggested positive customer service responses.

#1 – The Social Media Salvo

Remember the days when customer service complaints were delivered by snail mail? Or is that just my old boomer self who remembers? 🙂

Today, social media platforms are the sounding boards for customer service gone bad. Hashtags of #BadCustomerService are the modern-day billboards of shame.

Imagine you were on the receiving end of the tweet shown below.

How many businesses do you know would ignore the taunting tweet? Unfortunately, that’s a common response (or non-response) but not a great idea.

Instead, consider the following alternative.

• First, respond quickly with an apology.
• Then, direct the customer to a specific contact to resolve their issue.
• Make it personal (because it’s very personal to your customer).

@_________ I am sorry to hear about your bad experience. Please contact me through DM to discuss what happened and we will do our best to restore your faith in our delivery service. Thank you.

Offering a connection to a specific person is more powerful than referring the individual to customer service. After all, customer service is the problem.

Respond quickly – Professionally – Personally

#2 – The Product That Doesn’t Work

Sometimes a product not working is in the eye (or hands) of the customer. For example, a non-techie person may not know how to install your product or the steps to make a feature work.

Of course, like it or not, there are times when your product does not work.

• Again, the validity of the complaint does not matter.
• In the customer’s eyes, your product is broken.

How do you fix it?

The first step is in how you respond.

I’m sorry. I know that is very frustrating. Would you like me to send a replacement or would you prefer we refund your account?

If you can fix the problem (like the example of the installation problem), offer to walk the individual through the process.

I’m sorry. I know that is very frustrating. I would be happy to walk you through the installation. Would you like to try that first?

Have you picked up on the pattern?

3. The Seriously %#@*&! Off Customer

Answering a call from an angry customer is like a fire’s backdraft. The explosion is often worse than the flames.

• Digital interactions like an online rant or nasty email also singe.
• Customer service representatives earn their stripes with these complaints.
• The professional who refrains from taking it personally is a rock star.

Illustrated below are 5 steps to managing the angry customer.

TIP: Stay calm and accept responsibility.

I am very sorry we let you down with this product. I will do everything I can to resolve this quickly for you.

Positive Persuasion

Eliminate “not our fault” responses.

Good customer service accepts responsibility, regardless of fault. Beware of words that imply the customer is at fault.

• Try − I am very sorry we let you down − instead of − I am very sorry you have a problem.
• The customer may infer he or she is the problem from the second statement.

Positive words = positive outcome.

Replace negative words.

Negative words trigger more negativity, especially in an already angry person. Put a positive spin on negative words and phrases.

• Negative − The refund won’t be available immediately. It takes about 3-4 days for the bank to process.
• Positive − I will process the refund now so your bank will have it as soon as possible for its 3-4-day processing cycle.

End on a positive note.

The following are a few phrases that leave customers smiling (or at least calmer).

• I appreciate your patience.
• Thank you for your help in resolving this issue.
• Have I answered all your questions?
• Is there anything else I can help you with today?

But above all − be sincere. Customers spot a phony every time.

What tips do you have for handling thorny tirades? Share your best tips in Comments.

Note: This post originally published on August 11, 2014. This May 22, 2023 post updates it.

Credit: BigStock Photo
Credit: Canva Credit

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