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The Art Of Talking Happy-Julio Licinio

Upstate Medical University
Upstate Medical University

Julio Licinio lived in the United States for 25 years (1984-2009), but originally received his M.D. from the Federal University of Bahia in 1982.

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The Art Of Talking 10 phrases that make your customers feel smart, good and coming back for more. Happy
Weve all had those moments when were on the line with customer service and they just make us feel like they... think were 6 years old couldnt care less about our problems are being needlessly combative dont really want to help
Much of that comes from the words and tone of voice We appreciate your business? Yea right. Ugh, that was SUCH a rude email! Its like they dont know how long Ive been trying to get this fixed! Every time I chat with support, I feel like Im the dumbest person whos ever called.
So why talk happy? It makes you sound nicer. It helps you convey a can-do attitude. It helps buffer the blow of bad news and slower than usual times. Aside from good, timely service, studies show that being positive and upbeat has the biggest impact on customer satisfaction.
Thats why before you talk (or type), ask yourself: IS THERE A BETTER WAY TO SAY IT?
Here are 10 ways you can make every day conversations sound nicer!
#1 Actually Actually, youll need to go into Settings to do this. Sure thing, You can do this under settings! :) Hat tip: Carolyn from Buffer, who pointed out that it felt nicer to replace actually with something more positive.
#2 I DONT KNOW Im not sure we can help you with this. I know what we can do. Im going to loop in Jimmy. Hes the best person to help you with this. Saying I dont know makes customers nervous. Always show confidence, and direct them to the next best thing.
#3 JUST Just send it back to us by mail. The best thing to do would be to send it back to us by mail. Just is obviously a popular word, but play it by ear. It can feel sharp and curt in some contexts.
#4 IN FACT In fact, we dont offer that option anymore. It turns out we dont offer that option anymore, but lets help you find another way to get it. Whats a fact to you might be completely unknown to your customer. Not a bad word per se, but can feel pedantic in that context.
#5 BUT We would be happy to help. But I need your order number first. We would be happy to help! Do you have your order number with you? But kind of brings down the energy here. The alternative looks much nicer in comparison!
#6 WE APOLOGIZE/ APOLOGIES FOR Apologies for the inconvenience. Sorry to hear youre having this issue! If you want to apologize, just say youre sorry! Its more personal, sincere and no one gets hurt in the process.
#7 IF YOU REQUIRE If you require any further assistance, please let us know. Let me know if I can help you with anything else! No need for the passive voice when youre chatting with your customers. Keep it active and personal.
#8 IM AFRAID THAT Im afraid we dont carry that product anymore. It looks like we dont carry that product anymore. We do have something similar though, would you like to try it? Worst phrase in the English language. Who likes hearing a sentence that starts like that?
#9 AS YOU KNOW As you know, we no longer accept American Express. Did you get an email from us saying that we no longer accept American Express? Nope, dont assume your customers know anything without asking first.
#10 PLEASE BE AWARE Please be aware that our office is closed tomorrow for Labor Day. I just want to make sure you know that our offices are closed on Sundays. Make sure to catch us by Saturday with any other questions! This is another phrase to delete from your vocab. Dont ask customers to be aware - just tell em like it is!
Language matters. Words matter. Interactions matter. So go forth and be happy!
Kayako is an incredibly powerful tool for support teams that want to control the entire customer experience. Support teams are able to build incredibly customizable workflows to manage their manage and nurture fast-growing customer bases. This frees up their time to get to know their customers, build relationships and gather feedback so they can prioritize support initiatives. More than 30,000 organizations are using Kayako everyday to deliver great support to millions of customers. www.kayako.com

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The Art Of Talking Happy-Julio Licinio

  • 1. The Art Of Talking 10 phrases that make your customers feel smart, good and coming back for more. Happy
  • 2. Weve all had those moments when were on the line with customer service and they just make us feel like they... think were 6 years old couldnt care less about our problems are being needlessly combative dont really want to help
  • 3. Much of that comes from the words and tone of voice We appreciate your business? Yea right. Ugh, that was SUCH a rude email! Its like they dont know how long Ive been trying to get this fixed! Every time I chat with support, I feel like Im the dumbest person whos ever called.
  • 4. So why talk happy? It makes you sound nicer. It helps you convey a can-do attitude. It helps buffer the blow of bad news and slower than usual times. Aside from good, timely service, studies show that being positive and upbeat has the biggest impact on customer satisfaction.
  • 5. Thats why before you talk (or type), ask yourself: IS THERE A BETTER WAY TO SAY IT?
  • 6. Here are 10 ways you can make every day conversations sound nicer!
  • 7. #1 Actually Actually, youll need to go into Settings to do this. Sure thing, You can do this under settings! :) Hat tip: Carolyn from Buffer, who pointed out that it felt nicer to replace actually with something more positive.
  • 8. #2 I DONT KNOW Im not sure we can help you with this. I know what we can do. Im going to loop in Jimmy. Hes the best person to help you with this. Saying I dont know makes customers nervous. Always show confidence, and direct them to the next best thing.
  • 9. #3 JUST Just send it back to us by mail. The best thing to do would be to send it back to us by mail. Just is obviously a popular word, but play it by ear. It can feel sharp and curt in some contexts.
  • 10. #4 IN FACT In fact, we dont offer that option anymore. It turns out we dont offer that option anymore, but lets help you find another way to get it. Whats a fact to you might be completely unknown to your customer. Not a bad word per se, but can feel pedantic in that context.
  • 11. #5 BUT We would be happy to help. But I need your order number first. We would be happy to help! Do you have your order number with you? But kind of brings down the energy here. The alternative looks much nicer in comparison!
  • 12. #6 WE APOLOGIZE/ APOLOGIES FOR Apologies for the inconvenience. Sorry to hear youre having this issue! If you want to apologize, just say youre sorry! Its more personal, sincere and no one gets hurt in the process.
  • 13. #7 IF YOU REQUIRE If you require any further assistance, please let us know. Let me know if I can help you with anything else! No need for the passive voice when youre chatting with your customers. Keep it active and personal.
  • 14. #8 IM AFRAID THAT Im afraid we dont carry that product anymore. It looks like we dont carry that product anymore. We do have something similar though, would you like to try it? Worst phrase in the English language. Who likes hearing a sentence that starts like that?
  • 15. #9 AS YOU KNOW As you know, we no longer accept American Express. Did you get an email from us saying that we no longer accept American Express? Nope, dont assume your customers know anything without asking first.
  • 16. #10 PLEASE BE AWARE Please be aware that our office is closed tomorrow for Labor Day. I just want to make sure you know that our offices are closed on Sundays. Make sure to catch us by Saturday with any other questions! This is another phrase to delete from your vocab. Dont ask customers to be aware - just tell em like it is!
  • 17. Language matters. Words matter. Interactions matter. So go forth and be happy!
  • 18. Kayako is an incredibly powerful tool for support teams that want to control the entire customer experience. Support teams are able to build incredibly customizable workflows to manage their manage and nurture fast-growing customer bases. This frees up their time to get to know their customers, build relationships and gather feedback so they can prioritize support initiatives. More than 30,000 organizations are using Kayako everyday to deliver great support to millions of customers. www.kayako.com