Customer Service English: Calming Frustrated Customers

Summary

This video script focuses on enhancing English customer service interactions through effective communication. It emphasizes the importance of empathy and the right expressions for apologizing, showing understanding, and collaborating with customers to resolve issues. The script offers practical examples of phrases to use in various situations, such as acknowledging frustration, expressing readiness to help, and maintaining a positive tone. The goal is to improve customer relations and satisfaction by fostering a supportive and solution-oriented dialogue.

Takeaways

• 😀 Good English customer service is about being friendly and using the right words and expressions.
• 🙏 Apologetic expressions are crucial to show empathy and acknowledge customer frustration or inconvenience.
• 🗣️ Saying 'I apologize for the inconvenience' is useful when a customer has waited or experienced an issue.
• 🤔 'I apologize for any frustration this may have caused' helps to identify and acknowledge specific causes of customer dissatisfaction.
• 😕 'I'm so sorry this has happened' is recommended for more serious situations to show genuine concern.
• 🤝 'I'm here to help in any way I can' focuses on the customer's current feelings of frustration or inconvenience.
• 🌟 Empathy is shown by understanding the customer's situation without necessarily claiming to know exactly how they feel.
• 🔍 'I completely understand why you're feeling frustrated' is a way to show empathy but with caution to avoid overstepping.
• 👥 Collaborative expressions like 'Let's do what we can to resolve this issue' create a team spirit with the customer.
• 🏃‍♂️ Prioritizing speed in resolving issues by saying 'Let's work together to resolve this as quickly as possible' reassures the customer.
• 🌈 Positive expressions like 'I'm here to help' create a friendly and solution-focused tone, enhancing the customer experience.

Q & A

What is the main purpose of using specific customer service expressions?

The main purpose of using specific customer service expressions is to effectively show empathy, offer solutions, and work collaboratively with the customer to resolve their issues, creating a positive and supportive experience.

Why is it important to apologize to customers even if you're not at fault?

Apologizing is important because it helps acknowledge the customer’s frustration and shows that you are taking their concerns seriously, regardless of who is at fault. This helps ease tension and opens the door to finding a solution.

What is a recommended way to apologize for general inconvenience?

A recommended way is to say, 'I apologize for the inconvenience,' which is useful when acknowledging a customer's frustration due to a delay or unresolved issue.

How can you apologize when the customer’s expectations were not met?

You can say, 'I apologize for any frustration this may have caused,' which addresses the customer’s unmet expectations and acknowledges their feelings of frustration.

What is the difference between saying 'I completely understand what you're feeling' and 'I completely understand why you're feeling frustrated'?

'I completely understand what you're feeling' implies that you have personally experienced the same emotion, which might not be accurate. 'I completely understand why you're feeling frustrated' focuses on understanding the reason behind their frustration without implying personal experience, which is often a safer and more accurate response.

Why is it important to use empathetic expressions in customer service?

Using empathetic expressions shows the customer that you understand their situation and feelings, which helps build trust and rapport. This can make customers feel more comfortable working with you to resolve the issue.

What is an example of an empathetic expression that can be used to acknowledge the customer’s frustration?

An example is, 'I know this is frustrating, but I'm here to assist you and find a solution.' This acknowledges the customer's frustration and reassures them that you are ready to help.

How can you express that you and the customer are working together to solve an issue?

You can say, 'Let’s do what we can to resolve this issue,' or 'Let’s work together to resolve this,' which promotes a sense of teamwork and collaboration.

What are some ways to introduce a positive tone in customer service interactions?

Positive expressions like 'I’m here to help, shall we get started?' or 'Thank you for bringing this up, I’m going to do my best to help you' can set a friendly and solution-focused tone, improving the customer's overall experience.

What is a more formal way of asking for confirmation than saying 'Sounds good?'

A more formal way of asking for confirmation is, 'Does that sound good?' This phrasing is appropriate in more formal or professional settings.

Outlines

00:00

🙋‍♂️ Customer Service Apologetic Expressions

This paragraph focuses on the importance of using the right words and expressions in English customer service to show empathy and resolve issues. It emphasizes that apologies are not just for personal mistakes but to acknowledge customer frustration and inconvenience. Several apologetic expressions are provided, such as 'I apologize for the inconvenience' and 'I'm so sorry this has happened,' to help diffuse anger and move towards a solution. The paragraph also suggests using 'I'm here to help in any way I can' to show a commitment to resolving the customer's issues.

05:03

🤝 Empathetic Expressions in Customer Service

The second paragraph delves into expressions that demonstrate empathy towards customers, helping them feel understood and supported. It advises using phrases like 'I completely understand why you're feeling frustrated' and 'I understand your situation' to connect with the customer's emotions without claiming to know their exact feelings. The paragraph also stresses the importance of listening and working collaboratively to find solutions, using expressions that convey a shared goal and appreciation for the customer's patience.

10:03

🤗 Positive and Collaborative Customer Service Expressions

The final paragraph discusses the role of positivity and collaboration in customer service interactions. It provides expressions that encourage a team spirit and a proactive approach to problem-solving, such as 'Let's do what we can to resolve this issue' and 'I appreciate your patience while we work through this together.' The paragraph also highlights the use of positive language to enhance the customer experience, with examples like 'I'm here to help' and 'Shall we get started?' to initiate action and maintain a friendly tone.

Keywords

💡Empathy

Empathy in customer service refers to the ability to understand and share the feelings of a customer, especially when they are upset or frustrated. In the video, it emphasizes using the right expressions to show customers that their emotions are recognized and validated, such as saying 'I understand your frustration' or 'I'm here to help.' This helps build trust and rapport.

💡Apology

Apology is a crucial part of customer service when addressing issues or complaints. It involves acknowledging a customer’s dissatisfaction and offering regret for any inconvenience caused. In the video, examples like 'I apologize for the inconvenience' are discussed as ways to diffuse customer frustration and open the path to finding a solution.

💡Solution-focused

Being solution-focused means steering the conversation towards resolving the customer's issue rather than dwelling on the problem. Phrases such as 'Let's figure out what we can do' and 'I'm here to assist you in finding a solution' are highlighted in the video to show proactive engagement in problem-solving.

💡Collaboration

Collaboration in customer service implies working together with the customer to resolve an issue. In the video, phrases like 'Let's work together to resolve this' or 'We’ll get through this together' are used to promote teamwork between the representative and the customer, making the customer feel supported.

💡Frustration

Frustration is a common emotion experienced by customers when something goes wrong. The video talks about recognizing this feeling in customers and responding with empathy. Phrases such as 'I apologize for any frustration this may have caused' are suggested to show that the service representative understands and acknowledges the customer's emotional state.

💡Proactive

Being proactive means taking initiative to address and resolve customer issues quickly and efficiently. The video highlights the importance of showing customers that you are ready to help, using phrases like 'Shall we get started?' or 'I'm going to do my best to help you' to demonstrate a proactive attitude.

💡Positive language

Positive language in customer service refers to the use of words and expressions that create a friendly and optimistic tone. The video suggests using phrases like 'I'm here to help' and 'Thank you for bringing this up' to reassure customers and maintain a positive interaction, even in challenging situations.

💡Acknowledge

Acknowledging a customer's feelings or situation means recognizing their issue without assigning blame. In the video, examples like 'I understand your concern' or 'I apologize for the frustration you're experiencing' are ways to acknowledge the customer's emotions and demonstrate active listening.

💡Active listening

Active listening is the practice of fully focusing on, understanding, and responding to the customer. In the video, it is implied in statements like 'I'm here to listen and help,' which shows the importance of letting the customer feel heard before working toward a solution.

💡Tone of voice

Tone of voice refers to how something is said, not just what is said. The video stresses that the way a phrase is delivered can impact how the customer perceives it. For instance, 'I understand your situation' can sound empathetic or dismissive depending on the tone, highlighting the importance of sincere, caring vocal delivery.

Highlights

Good English customer service involves using the right words and expressions to show empathy and a willingness to help.

Apologetic expressions are crucial for breaking through customer frustration and starting to work on a solution.

An apology in customer service is often about acknowledging the customer's frustration rather than personal fault.

Examples of apologetic expressions include 'I apologize for the inconvenience' and 'I apologize for any frustration this may have caused'.

For serious issues, 'I'm so sorry this has happened' can be used to acknowledge the situation.

Showing empathy is key to understanding the customer's experience and demonstrating that you are there to help.

Empathy expressions like 'I completely understand why you're feeling frustrated' can be risky but show understanding.

Using 'I know this is frustrating' shows understanding without claiming to know exactly how the customer feels.

Statements like 'I understand your situation' and 'I understand your concern' connect empathy with action.

Collaborative expressions such as 'Let's do what we can to resolve this issue' create a team spirit with the customer.

Saying 'I appreciate your patience while we work through this together' acknowledges the customer's wait and effort.

Positive expressions like 'I'm here to help' set a friendly and solution-focused tone.

Thanking the customer for bringing the issue to attention can be a part of positive customer service communication.

Using 'Sounds good?' or 'Does that sound good?' can make the customer feel included in the decision-making process.

Practicing these expressions can improve communication and empathy in English customer service interactions.

The presenter encourages viewers to try these expressions and share their experiences.

The video offers a customer service English course for further learning.

Transcripts

Good English customer service isn't just about being friendly.

It's also about using the right words and expressions to show empathy, to

show customers that you want to work with them, and sometimes, of course,

to apologize if they're really angry.

And you wanna show them generally that you're there.

You wanna show them that you're willing to help resolve their issues, right?

So we're gonna be focusing on a few expressions that you can use to make your

customer interactions more successful.

In this video we're going to talk about customer service, English expressions

that you can use to apologize, to show empathy, to be positive.

And to work together with the customer you're dealing with.

How can we use these expressions to accomplish all of these things?

So first up, we're gonna talk about apologetic expressions.

Now, in most cases, hopefully you're not apologizing because you

personally did something wrong.

You're making an apology generally because the customer is unhappy about something.

It can be a good way to sort of break through that frustration

and anger and then start actually working on a solution, right?

So you're apologizing broadly for any frustration that they may

be feeling for any inconvenience that they may have experienced.

Again, no matter who is to blame, it can, it can still be a good idea, right?

So here are a few examples that you can use to apologize like a pro.

I apologize for the inconvenience.

Specifically

you might use that when someone has waited for a long time while

you are trying to solve something.

Or, as we talked about more generally, they have gone through

some kind of inconvenience and you want to sort of say, Hey, I see that

now we're going to deal with it.

You may also say, I apologize for any frustration this may have caused.

This one is useful when you want to identify a specific cause.

So, maybe they had an expectation and that expectation was not met.

Maybe they've tried to solve a problem with another customer service person and

it wasn't solved, and so they're going through a process and they're getting

more and more frustrated, and so you want to just acknowledge that frustration.

I apologize for any frustration this may have caused.

Now if it's more serious, you might say, I'm so sorry this has happened.

I recommend saying this has happened.

To make it a little gentler instead of just this happened, but I'm so

sorry this happened, is okay too.

Apologizing is a great way to acknowledge the current

situation, no matter who is to.

And then move on to the next thing, which is hopefully a solution.

I'm so sorry this has happened.

Let's figure out what we can do and we'll get into those

expressions in just a moment.

Okay.

Finally, I'm here to help in any way I can, and I apologize for the

frustration you're experiencing.

This is less about the cause.

And this is more about your feeling.

You're currently going through this feeling of frustration, right?

Or inconvenience.

I apologize for this frustration you're experiencing, this

inconvenience you are experiencing.

So again, we're not talking about why right now.

I'm just acknowledging your current feeling.

Next, let's talk about empathy.

How do we show empathy to a customer?

These expressions, let the customer know that you understand what they're going

through and that you are here to help.

So let's check out four examples, four things we can say to show empathy.

I completely understand why you're feeling frustrated and I'm here to listen.

Now, this could be a little bit risky, right?

If you say, I completely understand.

It's possible that they may feel that you couldn't possibly understand my situation.

You've never gone through anything like this, right?

But that's why I recommend using the word why instead of what If you say, I

completely understand what you're feeling.

That means I understand how you feel because I've experienced the same thing.

But instead, if you say, I completely understand why you're feeling

frustrated, then it just focuses on me understanding it, and it's not saying

that I exactly know how that feels.

So in this case, why maybe better than what?

I know this is frustrating, but I'm here to assist you and find a solution.

Or I'm here to help you and find a solution.

I know this is frustrating.

I know that this is inconvenient or annoying.

This is a great way to, again, show that you understand, but not necessarily say.

Yes, and I know exactly what that feels like.

I'm just listening carefully and I want to make sure I understand that I

show empathy to you so that then we can work together on finding a solution.

I understand your situation, and I'm here to find a solution for you.

This is a great way to connect what you're going to do with that initial

thing that you say to show empathy.

I understand your situation, so I understand what you've explained.

You've talked me through it.

I can see that you're very upset.

Right?

I understand it.

Now, again, if you say this in a way, That sounds like you don't really care.

I understand your situation.

Now let's work on a solution that could sound a little bit

maybe inconsiderate, right?

It could sound a little bit cold, so it matters how you say that if you're

talking on the phone, for example.

But it can be a very good expression to show empathy.

I understand your concern and I'm going to do everything I can to help.

You could say, assist you to make it a bit more.

But help, I think is a good one.

It feels a little bit more personal.

Now. I understand your situation.

I understand your concern.

Those are a little bit different.

Situation is what happened, right?

The whole situation you're in, and your concern is focusing on your emotion.

What makes you angry, what makes you frustrated, what

you're worried about, right?

So just be aware that those are a little bit different.

One focusing on the feeling.

And one more, focusing on the broader situation, the broader context.

Now what about expressions that can show that you want to work

together to solve the problem?

We talked about a few of these connected to expressions for empathy, but

let's, let's do some specifically to talk about how we can work together.

Number one, to empathize and then emphasize that you and the

customer are a team working toward a common goal to solve the issue.

So here are four expressions that you can use to show a

sort of collaborative spirit.

Let's do what we can to resolve this issue.

Let's do what we can.

Now, it may be that I'm going to do most of it, or maybe not, but by

saying, let's, and we, it makes it feel like we're in the same team, and that

can, that can be a good way to start to tackle a problem in the same way,

let's work together to resolve this.

So the word together, saying that it's going to be you and me right?

Now, we could connect it by showing appreciation that this person here that

we're dealing with has waited a long time and dealt with several other people,

and it's feeling a bit frustrated.

So, I appreciate your patience while we work through this together.

So I appreciate your patience number one, thank you for sometimes

waiting on a five minute hold while I talk to some other people.

Right.

But also while we work through this to remind the customer

that this is an ongoing process.

Here we go.

We're kind of.

Doing it together.

Now we could combine let's with the word together, and that would be a good

way to express something very similar.

Let's work together to resolve this as quickly as possible.

So there, I want to let you know that I'm prioritizing speed, that I

want to work quickly with you, that I don't want to keep you waiting longer.

And again, let's, and the word together sort of reinforce this idea

that, well, we are in this together.

Now, last but not least, let's bring in some positivity.

Positive expressions can create a friendly and solution focused tone,

which is obviously something that we want, and I think they can help improve

the customer's overall experience.

Right?

So here are four examples that you can use to, let's say spread the sunshine.

I'm here to help.

Shall we get started?

So that's just a way to quickly say, I am going to do whatever it

takes to help you and then begin.

Now.

Thank you for bringing this up.

I'm going to do my best to help you.

So there again, we have two pieces.

I'm thanking you for bringing the issue to me because.

I'm the best person to solve your problem.

I will do everything I can to help.

I'm going to do my best to help.

I will do whatever I can to help solve this for you.

Any of those variations would be fine, but it's very proactive.

It's very positive to essentially say, no matter what happens,

your issue will be solved.

I'm here to listen and help however I can.

Sound good?

Now, sound good can be a little bit informal, right?

The formal way to say that is, does that sound good?

Does that sound good?

Now, sometimes you'll hear people say, instead of, sound good, sounds good?

So if you want to say it formally, then go with, does that sound good?

If you wanna say it more casually, then I would recommend "Sounds good?"

Sounds good?

Again, not very formal, so you have to be aware of that.

I'm here to help.

I'm here to listen.

These two are a way to show that I'm continually going to be carefully

listening to your issues and doing everything that I can, but then I want to

get a little feedback and that's a way to make you feel like we're participating.

Sounds good?

And then hopefully, hopefully the customer will say, sounds good.

Okay, so that's just a great way.

Make sure we're both on the same team.

I'm here to help and I'll do everything I can to assist you.

Assist you is a little bit formal, so just be aware of that help.

Sounds a bit more friendly to me.

I'm here to help as almost something that a superhero would

say when they land on the ground.

I'm here to help.

And I'll do everything I can to assist you.

So it can sound a bit formal, it could be a bit corny, but I think

it could also be a good way to set the tone, be very positive, and show

that I'm going to be proactively helping you solve your problem.

Okay, so now that we've gone through these four groups of expressions,

I would like you to start thinking.

How you can put them into practice.

Pick out a few of the ones that you like and try to use them in your

own customer service situations and let me know how it goes.

I think if you haven't used these before, that they will really help

you communicate and create that empathy that you really want to have

when you're dealing with a costumer

in English, and that is it for this video.

So if you have any questions, let me know.

Let me know how it goes.

Trying out these customer service English expressions.

If you haven't already done so, don't forget to hit the like button

and subscribe, and also click on the links in the description to

check out my full courses, including

a customer service English course, which I think if you check it out,

you will get a lot out of Thanks again and I'll see you in the next one.