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Customer Service Language: Does It Really Matter?: №1
Customer Care

Customer Service Language: Does It Really Matter?

June 29, 2021
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Every company's customer service department is critical as it addresses the issues customers face. For effective customer interaction, agents need ample experience and strong language skills.

However, if customers struggle to understand the language of a customer service agent, it can lead to frustration and potentially harm the company's reputation. A communication gap between customers and customer service agents can directly impact a brand's sales.

In this article, we'll underline the importance of language skills in customer service and their benefits. We'll also provide suggestions for phrases that foster positive customer interactions.

So, let's dive in!

What Does Customer Service Language Mean?

Customer service departments are the direct link between a brand and its customers, providing crucial support. Language plays an integral role in this interaction. Hence, customer service representatives must communicate effectively using the local language to ensure proper exchange of information with customers.

After all, excellent communication often results in positive feedback.

Companies should strive to create teams and design websites that support multiple languages. For instance, the Simply Contact website is available in three languages: Ukrainian, English, and Polish. This multi-language approach ensures that every visitor and customer can effortlessly access essential information and address their concerns, thereby enhancing customer satisfaction.

Let's delve into the advantages of using user-friendly customer service language.

The Benefits Of Using Customer Service Language

There are many advantages to utilizing customer service language, as it fosters improved customer relationships. Some of the most significant benefits include:

You’ll increase sales

The language used in customer service can significantly impact a company's sales. It's no secret that detailed product descriptions in a customer's native language can potentially boost a company's sales by up to 75%.

Additionally, customer satisfaction and engagement can be greatly enhanced when post-sale support is offered in the customer's local language.

Therefore, if you're aiming to increase sales, embracing multilingual communication is a strategy worth considering.

You'll get access to a wider market 

Effective customer service can also expand your company's reach, connecting with more customers and ultimately boosting sales. However, this growth hinges on breaking down language barriers by communicating with your target market in their native language.

While English is widely accepted as an international language, numerous international customers struggle to understand English-language websites, often finding it uncomfortable to converse in an unfamiliar language. Thus, offering multilingual customer service and interpretation options is pivotal for fostering effective communication.

You'll build brand loyalty and consumer trust

Language serves as a critical link between the customer, seller, and brand. When a customer struggles to communicate their needs effectively, trust in the brand can start to falter. Interacting with the customer in their native language fosters comfort and boosts the likelihood of earning their trust.

Therefore, providing multilingual customer service is crucial. It ensures the customer's needs are understood and catered to appropriately. The language used in customer service plays a significant role in forging long-term relationships between the company and the client. By using a language that resonates with the customer, you can enhance their experience and increase the chances of their continued patronage.

You’ll avoid miscommunication

Customers typically reach out to customer service when they encounter issues with a product or service. Situations can become even more complex if there's a language barrier between the customer and the service representative.

Miscommunication can lead to customer frustration, resulting in angry emails, heated phone calls, and negative feedback. To circumvent these issues, it's often beneficial to interact with customers in their native language for the following reasons:

  • It allows customers to express themselves more freely.
  • Essential information is less likely to be lost in translation.
  • Customers' anxiety about speaking in a foreign language is eased.
  • When dissatisfied, customers are less inclined to make the extra effort to communicate in a second language.

Therefore, providing customer service in the customer's local language can effectively prevent these issues!

You'll gain a competitive advantage

Navigating a foreign language can be challenging, potentially creating a barrier between your business and prospective customers.

Consider two companies selling similar products of equal quality and value. However, one company provides customer support in your native language, perhaps even sprinkling in cultural references. The other company doesn’t offer this level of service.

Naturally, which company would you be more inclined to choose for future interactions? Most likely, you'd select the one that provided superior customer service. Indeed, exceptional multilingual customer service can make all the difference. It's estimated that around 66% of customers are willing to pay more for a product if they receive such service and are more likely to return to the company in the future.

For instance, Simply Contact's agent training program offers exhaustive language and communication workshops. This equips our customer service representatives to manage a wide range of customer interactions. An essential component of this training is the focus on strategies that ensure consistency across diverse languages and cultural nuances.

Customer Service Language: Does It Really Matter?: №1

4 Tips For Positive Customer Service Language

1. Avoid negative or doubtful language

Customer service representatives should avoid language that might agitate customers, as it could undermine their trust in the brand. Representatives should consistently offer encouraging and positive feedback on the issues brought forth by customers.

2. Maintain brand-consistent vocabulary

Customer service agents should use language and phrases that reflect the brand's identity. When interacting with customers, the language should align with the brand's presence on its website, mobile app, and social media platforms.

By adopting clear, consistent language with a positive tone and a personal touch, brands can enhance the customer experience and cultivate trust and loyalty.

3. Focus on the problem, not the person

As a brand manager, it is essential to guide service agents to avoid taking customer problems personally. Instead, managers should focus on understanding and addressing the issues that customers are sharing, rather than getting caught up in the customer's words or attitude.

Customers may sometimes be rude or annoyed, but it is crucial for customer service providers to maintain courtesy and patience, upholding the brand's standards.

4. Speak aloud while typing

When engaging in written communication such as emails or live chats, employing the “speak aloud” strategy can be beneficial.

By vocalizing your messages as you type, you gain insight into how the customer might react to the information being conveyed. This approach also helps you use more descriptive language and adjectives to explain an issue or express empathy effectively.

Customer Service Phrases To Use 

Customer service plays a crucial role in ensuring customer happiness and satisfaction. When interacting with customers, using the right phrases can make a significant difference. Here are some examples of effective customer service phrases that customer service agents can utilize:

 Excellent Customer Service Phrases

“Happy to help!”

When dealing with a frustrated customer, it is crucial for companies to ensure the customer's complete satisfaction. However, not every customer explicitly expresses their satisfaction with the service received.

Therefore, it is important to conclude the conversation with a closing message that conveys the genuine willingness to address any further concerns. You can end the interaction by using the following phrases:

  • “Let me know if I can help you in any other way.”
  •  “I’m happy to help.” 

You can also send any other courteous goodbye note!

“I appreciate your feedback”

When a customer raises a complaint, it's important to remember that many others might be experiencing the same issue but may not have voiced their concerns. Conversely, by resolving one customer's problem, you have the opportunity to improve the experience for many others simultaneously. This presents a significant opportunity for your business.

To make the most of this opportunity, it is crucial to foster positive interpersonal relationships with your customers. Express gratitude in all interactions: when customers provide feedback, say “thank you”; when they report a bug, show appreciation.

By demonstrating your appreciation, you convey to your customers that you value their feedback and are committed to serving them in every way possible, regardless of any challenging situations that may arise.

“Is there anything else I can help you with?”

Despite our best efforts and good intentions, we understand that we may not always have the perfect answer or solution.

In such cases, customers may hesitate to ask for further clarification or assistance. That's why it's important to utilize a helpful customer service phrase that invites customers to share any remaining concerns or unresolved issues.

Feel free to use the phrase, “Is there anything else I can help you with?” This allows customers to express any additional needs or questions they may have, ensuring that we address their concerns comprehensively and provide the best possible support.

“Thanks for bringing this to our attention!”

It is important to express gratitude to customers who take the time to provide detailed feedback about a bug or issue they have encountered. These customers are invaluable as they offer an opportunity to improve the quality of your product.

In such cases, the customer service provider should respond with an appreciative note:

  • “Thank you so much for bringing this to our attention!”
  • “Hey, I genuinely appreciate you taking the time to notify us about this!”

Show your customers that their feedback is valued and that you genuinely care about their experience.

“Nice to meet you!”

Creating a friendly and welcoming tone can greatly enhance customer engagement and leave a positive impression. It helps customers recognize that there is a caring, competent, and enthusiastic person on the other side of the screen.

Using kind words and phrases can make customers feel comfortable and valued. Simple greetings like “Nice to meet you!” or expressing appreciation with phrases such as “It was a pleasure to serve you!” can go a long way in establishing a positive rapport with customers and making them feel appreciated.

Customer Service Language: Does It Really Matter?: №1

Customer service phrases you should avoid 

“I don’t understand”

When a customer expresses an issue, it is important to avoid using negative remarks. While customers may sometimes be impatient or impulsive, it is crucial to remain patient and understanding.

Make an effort to show customers that you genuinely listen to their problems and are committed to resolving them promptly.

Using the phrase “I don't understand” can have a negative impact on the company's reputation.

Instead, consider using alternative phrases such as:

  • “Could you please clarify it once again?”
  • “If I am not mistaken, it seems like your problem is...”

By choosing more empathetic and open-ended responses, you can create a positive customer experience and demonstrate your willingness to assist them.

“Calm down”

When a customer seeks your assistance, it is important to avoid telling them to “calm down.” Using this phrase may imply that their emotions are unwarranted or unimportant to you. Instead, opt for alternative phrases that acknowledge their feelings and demonstrate your commitment to resolving the issue promptly.

Consider using the following alternatives to “calm down”:

  • “I understand that this matter is upsetting for you, and I'm here to help resolve it promptly.”
  • “I apologize for any inconvenience you've experienced. Let me assist you right away to address your concerns.”

By using these alternative phrases, you can help customers feel heard, validated, and reassured. This approach fosters a sense of trust and reduces their anxiety, enabling smoother problem resolution.

“There’s nothing we can do”

When faced with complaints that are beyond the control of a customer service agent, it is important to respond with empathy and professionalism. Using harsh words like “There's nothing we can do” can leave customers feeling frustrated and dissatisfied.

Instead, consider a more customer-centric approach:

“I understand the nature of the problem, and I apologize that there are limitations to what I can do in this situation.”

By acknowledging the issue and expressing genuine concern, you can maintain a positive customer experience, even when unable to provide a direct solution. This approach demonstrates your willingness to assist within the boundaries of your capabilities.

“I’m not sure / I guess”

Customers prefer clear and definitive answers rather than vague or uncertain responses. It is important to provide them with confident and precise information. Therefore, it is best to avoid using phrases like “I'm not sure” or “I guess.”

Instead, you can use alternative statements such as:

  • “I believe we’re dealing with…”
  • “Your issue mostly looks like…”
  • “This issue is likely related to…”
  • “Based on your description, it appears that…”

By using these more assertive and confident phrases, you convey to the customer that you are knowledgeable and capable of assisting them effectively. It helps to instill trust and satisfaction in their customer experience.


It is important to ensure that your customer doesn't receive negative vibes from your customer service interactions. Instead of outright saying “No,” it is crucial to replace your statement with a more positive and optimistic response.

For instance, you can say, “I apologize, but that particular item/service is not currently available.” By using a more tactful and understanding approach, you can maintain a positive customer experience even when delivering unfavorable news.

There are various subtle yet encouraging statements that you can employ in different situations to provide alternative solutions or suggestions. By adapting your responses to fit the specific context and timing, you can effectively navigate challenging situations and leave your customers with a sense of satisfaction and understanding.

Customer Service Language: Does It Really Matter?: №1

Our Summary

Positive customer service language is key to earning customer trust, boosting sales, and expanding your business.

In this article, we've highlighted the significance of the language used in customer service and the advantages of multi-language website development.

We've suggested assembling a multilingual team capable of promptly and effectively resolving customer inquiries. Moreover, we've provided a list of professional customer service phrases for your use.

As a company with substantial experience in delivering top-tier customer support services, Simply Contact is well-positioned to provide expert guidance and training on effective customer service language. Don't hesitate to reach out if you're seeking knowledgeable professionals who can empower your customer service team.

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