How to Talk to Customers - Polite and Professional Business English for Unhappy Customers & Clients

Summary

In this video, viewers learn essential phrases and strategies for handling customer complaints and angry clients in English, both in American and British contexts. The video focuses on a two-step approach: acknowledging the problem and offering a solution. The presenters provide 10 key phrases for professionals to use when managing challenging customer service situations, emphasizing empathy, patience, and responsibility. By practicing these phrases, viewers can handle customer issues with confidence, professionalism, and effective communication. The video also includes dialogues to demonstrate these techniques in real-world scenarios.

Takeaways

• 😀 Acknowledge the problem first by listening to the customer and showing empathy, such as saying 'Thanks for letting me know' or 'I'm sorry to hear that'.
• 😀 Offer a solution by reassuring the customer that you're working on fixing the issue, using phrases like 'Let me check on that for you' or 'I'll take care of that for you'.
• 😀 The key strategy for dealing with an upset customer is to first acknowledge their concern, then offer a solution, demonstrating care and professionalism.
• 😀 Avoid using the word 'wait' when addressing an upset customer, as it may sound dismissive and add frustration.
• 😀 Using phrases like 'I completely understand your concern' helps show that you are taking the problem seriously and that you are invested in resolving it.
• 😀 Thank the customer for their patience if they have been waiting, as it shows respect and builds rapport with them.
• 😀 Being confident and offering clear next steps, such as 'I will handle this right away,' helps reassure the customer that their problem will be addressed promptly.
• 😀 Always use polite, calm, and formal language to maintain professionalism, especially in stressful customer service situations.
• 😀 Provide multiple options when offering a solution, such as 'Here's what I can do for you,' to give the customer a choice and build trust.
• 😀 Empathy and a genuine willingness to help are crucial for diffusing customer anger and maintaining positive customer relationships.

Q & A

Why is it important to acknowledge a customer's problem?

Acknowledging a customer's problem shows that you are listening and that you understand their frustration, which helps to build rapport and trust. It also prevents the customer from feeling ignored or dismissed.

What does it mean to acknowledge a problem in customer service?

Acknowledging a problem means letting the customer know that you have heard their concern and understand it. This can be done by using phrases like 'thanks for letting me know' or 'I'm sorry to hear that'.

Why is the phrase 'thanks for your patience' important when dealing with frustrated customers?

'Thanks for your patience' is a polite way to acknowledge that the customer has been waiting and it helps to calm them down. It also shows respect for their time and reduces the chance of further frustration.

How can you use empathy when interacting with an angry customer?

Empathy can be used by acknowledging the customer's feelings, showing sympathy, and reassuring them that you are going to help solve the problem. Phrases like 'I'm sorry to hear that' or 'I completely understand your concern' are helpful.

What is the best approach if a customer is angry about a delayed response or issue?

The best approach is to acknowledge their frustration by saying 'thanks for your patience', apologize for the delay, and reassure them that you are working on a solution. It's important not to minimize the issue or make excuses.

Why should you avoid using the word 'wait' when dealing with upset customers?

The word 'wait' can sound dismissive or commanding, which may escalate the customer's frustration. It's better to use phrases like 'Let me check on that for you' to show that you are actively working on their problem.

What role does confidence play in offering a solution to a customer?

Confidence helps reassure the customer that you are capable of solving the issue. Phrases like 'I'll handle this right away' or 'Here's what I can do for you' convey assurance and help reduce the customer's anxiety.

Why is it important to offer a solution even if you don’t have an immediate fix?

Offering a solution, even if it’s not immediate, shows that you are actively working on the problem and gives the customer hope that their issue will be resolved. It can also help manage expectations and reduce frustration.

How can offering multiple solutions help diffuse a tense situation?

Offering multiple solutions provides the customer with choices, which empowers them and makes them feel like they have some control over the outcome. It also demonstrates that you are trying to meet their needs.

What is the significance of using phrases like 'I'll take care of that for you' in customer service?

'I'll take care of that for you' conveys a sense of personal responsibility and competence. It reassures the customer that you are taking charge of the situation, which can help calm them down and build trust.