According to the latest 2018 statistics on customer service, 62 percent of customers said that they will return to a website with live support features. Moreover, the same report also revealed that people who love to chat spend 60 percent more than those who do not.

However, no matter how promising the statistics look, using the wrong language will sabotage your chances of winning a leads and customers. There are many reasons why this happens, but sometimes they are a result of a wrong choice of words prompting the customer to go into a battle mode.

Words, Words, Words…

Words can hurt, the song says but most of all, it can drive your customers away. However, there are still a lot of businesses who are not aware which words should be avoided. We asked our customer support team here at Xeno what these ‘dangerous’ phrases and sentences are. The insights we gathered are surprising because most businesses, if not all, are experiencing them with their customer service support.   

Never Say Never

If you cannot resolve an issue on Live chat immediately, avoid the phrases “I don’t know and “I can’t do it.”

Telling the customer that you do not know or you cannot do anything about it sends them the impression of unreliability and mediocrity. If your customer service support cannot answer a simple question, how can you expect the product or service you provide become a solution for their needs?

Don’t drive your customer straight into your competitor’s arms. If you don’t have the information right now , a better approach is to tell your customer that you will find an answer regarding his/her concern and that you will relay the information as soon as you have it. After that, make sure that you keep your promise to that customer.

In situations where you cannot process their request personally, great rewards await if you go the extra mile – learn, find out, or look for someone who has the solution – just do it (the Xeno way, of course).

Don’t Make Any Promises

Remember that oh-so common saying that promises are meant to be broken? That’s true and with very costly consequences, especially for businesses.

If you don’t have the product in stock at the moment, never give your customers an ETA. It will only give them false hopes which can turn to frustration and disappointment. Worse, you are giving them a chance to blame you of lying if the product does not arrive as expected.

It is better to hear something like this: “ I can place your order and notify you as soon as it is available.” There is lesser anxiety when customers know what to expect. If you can’t give a timeframe, offer to find out and update the customer asap.

Creating Raving Fans

What we say and how we say it matter—even in live chat customer support. Customers may not see your facial expressions but they are sensitive to mediocre service. Rejection handled casually is a surefire way to offend the customer. A positive and service-oriented approach bring desirable results that both customers and the company expect.