Kind words are like honey-sweet to the soul and healthy for the body. Proverbs 16:24
The greatest wisdom of all is kindness. Hebrew proverb
A kind word is like a spring day. Russian proverb
Listen with kindness for a clear explanation. Egyptian proverb
The wise are known for their understanding, and pleasant words are persuasive. Proverbs 16:21
Even ancient cultures understood the importance and effects of kindness and positive words. Today, those same principles apply – both in everyday life and in customer service. Not only do positive words encourage and motivate others more effectively than negative words, but they also help forge meaningful connections between the speaker and receiver. You can probably begin to see how positive words can help improve customer service almost effortlessly.
How do positive words make customer service easier? Here are 5 ways.
5 Ways Positive Words Make Customer Service Easier
Here’s a quick overview of the 5 ways positive words make customer service easier. We’ll talk about each in more detail below, but these are the changes you’ll see when you base your customer interactions around what we call positive words:
- Less customer conflict
- Better customer relations
- Faster resolution times
- Improved company reputation
- Stronger company culture
1. Less customer conflict
When you start every customer interaction with positive language, you’ll experience less customer conflict overall. The wrong words could put a tense customer on the defensive and escalate an issue, but purposefully choosing positive words instead makes conflict less likely.
“In customer service, you have a unique opportunity to be kind to a lot of people that might be upset or stressed out. Use that opportunity by sprinkling positive words and phrases into your conversations with them.” 50 Positive Words and Phrases to Use in Customer Service
2. Better customer relations
With fewer instances of conflict, better customer relations and connections can form. By making a deliberate choice to use words that are widely perceived positively, a company paves the way for building the connections with customers that are necessary in creating loyal customers that regularly use and recommend a company.
3. Faster resolution times
Fewer instances of conflict also create faster resolution times. Miscommunication, customer perception of negative language at critical times, or allowing an angry customer to take control of the conversation could all result in longer call times and resolution times. But by using positive communication from the start of a call or interaction, you can keep the conversation focused on the issue at hand and resolve it faster.
4. Improved company reputation
Because less conflict will create better customer relations and faster resolution times, customers will be more satisfied in general with your business. Satisfied customers are more likely to leave positive reviews of your business online and recommend it to friends, colleagues, and family. That leads to a better company reputation – all because of positive language.
5. Stronger company culture
Finally, the changes that occur as a result of subbing in positive language for negative can create a stronger company culture that is unified toward a common goal. When employees can see for themselves the positive changes that occur with positive language, they will be more invested in the company itself. That creates a stronger loyalty to the company culture – with more faith in the company and its inner workings, employees respond with sincerity.