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Article Ultimate Knowledge Popular 2 min read

What Is Customer Service Language, and Why Does It Matter?

When dealing with customers, the language you use is almost as important as the service you provide.

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Language is a critical part of customer service. Customer service entails all the direct interactions a customer has with a brand when they need support. It is a critical part of the larger customer experience: these interactions usually happen when the customer has a problem and is likely to be frustrated or angry. Making sure their customer service experience ends up being a good one depends on the quality of service they will receive, of course; but the language used to deliver that service is just as important.

Understanding how the brain works

The internet is teeming with advice on the best customer service language to adopt. And it all boils down to one thing: understanding how the human brain is wired. For instance, we process verb firsts, which is why "Keep clear" works better than "Don't touch", with toddlers and full-grown adults alike. Empathy is another key thing: it is the main enabler of our species' evolution because it allows us to learn by imitation, and is thus paramount to how we function as a group.

"We humans, are so sensitive to positive words that they can physiologically alter our brains."

As explain researchers Andrew Newberg and Mark Robert Waldman in their book Words Can Change Your Brain. And while we enjoy being talked to in a friendly, relaxed manner, the second we're denied something the casualness is perceived as rude. According to a Software Advice survey, 65% of online customers prefer a casual tone to a formal one, but 78% resent it when the agent denies their request.

Customer service is a human interaction

So the advice usually goes along those lines: it is best not to use verbs negatively; empathising genuinely with a customer's frustration goes a long way; saying you're "happy" to help changes the way they experience the interaction; maintaining the right distance will make you seem both professional and friendly. This doesn't mean that customer service agents should tiptoe around a customer's emotions as if they were an uncontrollable child; it just means that customer service language it's at its best when it understands our human makeups.

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