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Positive Language in Customer Service


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    When you approach a customer and they are not happy, the first thing that we always do and recommend to do is to apologize. To begin with, you should say, ‘I apologize for that’ then start by saying the reason why you are calling them. 

    But, here is the trick. Always use positive language in customer service when talking to your customers so that the conversation goes in a positive way.

    More than 85 percent of consumers said they’d be willing to pay more for products in exchange for better service – According to STUDY 

    Positive language is important because it feels welcoming and inviting. The tone of your speaking voice is very powerful. In this article, we’ll discuss the importance of using positive language in customer service, examples, and more. 

    What Is Positive Language Customer Service?

    Positive language is the use of upbeat, encouraging, and pleasant words. In the customer service world, it is the use of people-centric language such as “how can we help you today” instead of “how many people are online today.”

    It is important to be personable. You want your positive language customer service to be genuine, not forced or manufactured. Using positive language will promote a more positive mood and make your employees feel better about their jobs when they use it. Do you want to take your customer service skills to the next level? Take a look at these free customer service training resources to gain expertise

    Why Should You Avoid Negative Language in Customer Service? 

    If you have ever worked in customer service you will know the power of professional words for customer service. You’ll also know how delicate they can be. While a well-timed word can soothe and calm, a badly chosen word can go on to damage your business and destroy relationships.


    Besides, when you’re handling customer service over email or social media, you may be tempted to respond with sarcasm or negativity. Don’t. It’s a bad idea.

    This might be your way of easing the anger of customers who are upset about something, but sooner or later, your bad attitude will come back to bite you.

    Here are the top 4 reasons why you should avoid negative language in customer service:

    1. Negative language is generally unnecessary in customer service. It does not add any value but usually results in defensive customers. You can use assertive or confident language to address customer concerns and complaints.
    2. Negative language leads to bad feelings, makes customers feel unvalued, and makes them feel like they are being scolded or reprimanded. Most customers want to be treated with respect and feel like you genuinely want to help so do not underestimate their feelings.
    3. People do not like to hear negative feedback and will find ways to dismiss your suggestions because they do not feel like that is what they need. The negative language will not encourage them to see your point of view. Rather, it will make them feel like you are trying to convince them about something, which is demeaning.
    4. Negative language can create a barrier between you and the customer which will make it difficult for them to open up and share important information that can help you schedule better or more effectively respond to their requests.

    All of this will lead to unhappy customers and will cultivate a bad reputation for your company which is why it’s best to avoid negative language in customer service.

    How Chatbot Can Help You Deliver Positive Language in Customer Service?  

    With the help of a customer service chatbot, you can quickly and easily learn how to turn your bad messages into good ones and minimize the effect of negative reviews.

    chatbot stats


    You can train your chatbot with this positive language for customer service which will increase your brand value and build customer loyalty. 

    It has been proven that negative feedback makes people go out of business faster than positive feedback. So armed with this chatbot’s easy-to-understand lessons and tips, you can improve your messaging and change your reputation from a poor one to a great one.

    To handle customers effortlessly, flawless punctuation and error-free grammar also play an important role. It is therefore very important to learn English to improve your language skills and establish a strong reputation in the industry.

    As you now know, positive language can go a long way and it is often used as a way to endear customers to your brand in order to have them come back for more. Sign Up now and enjoy 14 days free trial. No credit card is required. 

    10 Positive Language in Customer Service Phrase Examples

    It is never easy to deal with customer complaints, especially when it comes to customer service. A customer can be rude and unreasonable and even abusive. He or she can yell, spew curses and make rude gestures. 

    But a customer service representative must not sink to the same level, at least not in public. In other words, while dealing with a difficult customer, do not let your emotions get the best of you.


    In dealing with customer complaints and service requests, you can use positive language instead of negative language. Let’s take a look at some of positive language customer service examples; 

    1. Happy to Help 
    2. I Understand How (Blank) That Must Be
    3. As Much as I’d Love to Help
    4. Great Question! I’ll Find That Out for You!
    5. Nice to Meet You! 
    6. May I Ask Why That Is
    7. Thanks for Bringing This to Our Attention
    8. I Completely Understand Why You’d Want That
    9. I’d Love to Understand More About
    10. I’ve Passed This on to Our Team

    1. Happy to Help 

    When you’re working on the phone, it’s easy to get frustrated with customers. But if you can’t control the situation, you can still control how you react.

    Happy to help is what we say to show our customers that we’re ready to be of service and that we have their best interests at heart.

    In creating our brand experiences, it’s important that we keep an optimistic tone in mind. Happy to help is not just a catchy phrase, it embodies the tone of our brand as a whole. Something we say focuses on a happy attitude and a sincere desire to help.

    2. I Understand How (Blank) That Must Be

    Customer service reps use this phrase when talking about almost anything, but most often it is used to understand the frustration of being stuck on hold for a long time, being told that there is no record of their order or any other situation where a customer feels ignored.

    You can use this customer service phrase to show empathy to an upset customer. I understand how (blank) that must be” is an illustrated guide on how to communicate with your customers using positive language. 

    3. As Much as I’d Love to Help

    There is no doubt that positive communication with customers is crucial for any business. How can we encourage customers to help themselves, while also maintaining rapport?

    You can use the phrase in different ways to help the customer. For example, as much as I’d love to help you, unfortunately, I do not have the authority to issue refunds. I am, however, able to assist you with questions regarding your order.

    4. Great Question! I’ll Find That Out for You!

    You don’t need to placate or cheer someone up or say things that aren’t true. Use your professional language.

    Great questions. I’ll find that out for you. This is an answer that shows empathy and personalization connection. Showing you are on their side and that you care more about solving the problem than a rote answer.

    The answer might be the single most important thing a customer service rep says to a customer in the entire interaction for all these reasons — you can show empathy, you can show a connection to your company, you can put your company’s values on display and create a feeling of trust with the customer.

    5. Nice to Meet You!

    The phrase “nice to meet you” has a positive effect on customer service. I hope you never felt that your feedback or reaction was rude or wrong. Customers feel better if they are treated well, even if they had a small issue they want to let you know about.

    It is vital to express personal connections with customers and how greeting a customer or saying thank you is just as important as other forms of communication. The first impression of your business will only last for a few seconds if the customer service representative does not use positive language in customer service.

    Using the phrase it is nice to meet you at the beginning of the email or statement shows that your brand takes pride in its customers and they are more than just names on a contact list.

    6. May I Ask Why That Is

    You can use this phrase to deal with complaints and criticism. For example, someone tweeted about your products:  ‘’ new update of the X software of the company is totally worse. It is a disaster and ridiculous.’’ 

    Dealing with this situation with care is vital because you will not like to walk away as the bad guy. This is where you can use the phrase ‘’ may I ask why that is.’’ This phrase always puts you in the right. 

    7. Thanks for Bringing This to Our Attention

    When a customer comes to you with an issue they faced are real heroes to develop your products. This customer needs to be appreciated. Every time they come up with an issue they faced is helping you to develop your service or products.  

    Appreciate them just by simply saying thanks for bringing this to our attention. We are sorry to hear that you are feeling frustrated right now and apologize for any inconvenience this issue has caused. 

    We sincerely appreciate your interest in our product and value all feedback from our customers, no matter how big or small. Thank you again for your email.

    8. I Completely Understand Why You’d Want That

    In the customer service industry, there is a common phrase that we’ve all heard. It’s generally used when a customer brings up an issue with a product or service. And, the response from the customer service representative is something along the lines of I completely understand why you’d want that.

    Not only do you have to be able to troubleshoot and solve potential problems, but you also have to navigate delicate situations and be diplomatic when approaching customers.

    9. I’d Love to Understand More About

    In the customer service and support industry, we’re always looking for ways to express superior customer service and make customers feel special. When dealing with customers, there are some phrases that can go a long way to making them feel cared for. For example, I’d love to understand more about.

    There is no doubt that the best way to resolve customer issues is by helping the customer reassert their control over the situation, often by solving the problem themselves.

    10. I’ve Passed This on to Our Team

    Sharing feedback with a brand can be a challenging task for a customer sometimes. It is quite important for you as a customer support rep that you have recorded customer feedback and their complaints and passed them to the right people to solve or help. It makes the customer feel important, valued, and appreciated. 

    For example, hi, Ashley! I’m sorry to hear you’re having trouble with your last order. I’ve passed this on to our team and they’ll be sure to check it out for you. We’d love the chance to correct this issue for you.

    Why Positive Language in Customer Service Is Vital? 

    The best customer service happens when you work with your customer not against them. And, it is also vital for a business to identify the difference between a customer and a client to deliver the best possible customer experience.

    The advantages of positive language customer service are massive. Let’s take a look at some of the key benefits and importance of customer service positive language:


    1. When you encounter a difficult situation, the use of positive language, in contrast to the negative, can help you to let go of unhelpful thoughts and feelings.
    2. Negative words create resistance in others so that the person does not understand what you are trying to say.
    3. This can build systems that are helpful, instead of antagonistic, and finally, it will help to bring out the best possible solution.
    4. If you are looking for loyalty amongst your customers, you would be wise to begin using positive language as it is one of the keys to creating loyal customers or clients.

    A word of caution though that positive language is not a substitute for proper planning and execution. It does ensure that you will be more successful in your approach and less resistant to your customers.

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    Juwel Rana

    Juwel is a Sr. Content Writer at REVE Chat. He specializes in writing about customer service and customer engagement. He is passionate about helping businesses create a better customer experience.

    He strongly believes that businesses will be able to understand their customers better and ultimately create more meaningful relationships with them.

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