Customer Service Language: Does It Really Matter?

The customer service department is vital for every company as it deals with the issues that relevant customers encounter. To interact with the customers, a customer service agent should have a lot of experience and a good command of the languages.

Unfortunately, if a customer is unable to understand the language of the customer service agent, it will make the customer annoyed and affect the company’s reputation. The communication gap between customers and customer service agents can directly impact the sales of a brand.

Therefore, in this article, we will highlight the importance and benefits of customer service language. Moreover, we will also suggest the phrases you should use with your customers.

So, let’s begin!

What Is Customer Service Language?

The customer service department directly deals with the customers to provide them with the support that they need from a particular brand. Language is considered the most fundamental tool for the interaction of customers with customer service agents. Therefore, customer service support must use a local language to exchange views with the customers adequately. 

After all, good communication is a sign of positive feedback.

A company should also develop a team and make a website supporting multi-language; thus, every visitor and customer comfortably discuss their issues and becomes satisfied.

Let’s dig out the benefits of using user-friendly customer service language.

The Benefits Of Using Customer Service Language

There can be numerous benefits of using customer service language as it ensures better customer relations, but some more significant benefits are mentioned below:

You’ll increase sales

Customer service language plays a key role in increasing the sales rate of a company. It is not a secret that a company’s sales rate can increase up to 75 percent only if a company mentions products in detail in the native language.

A customer’s satisfaction and interest become double if a brand offers after-sales care in the customer’s local language.

Thus, if you are looking for sales growth, get into talking and translating. 

You'll get access to a wider market 

Customer service language also helps your company access a broader market, approach more customers, and eventually increase sales. But, it is only possible if you communicate to a concerned market in their native language to shed all communication barriers.

Though English is an international language, many cross-border customers do not understand the English-Language website. Then they felt it to converse in an unfamiliar language. Therefore, providing multilingual customer service and language interpretation options leads to good communication.

You'll build brand loyalty and consumer trust

Language is a great source of connection between customer, seller, and brand. So, if a customer knows that he cannot convey his needs to the seller appropriately, he starts losing his trust in the brand. Dealing with the customer in his local language develops a comfort zone and increases the chance to win the customer’s trust.

Thus, there is a need to provide multilingual customer service since the customer will get an idea of his requirements and will be properly entertained. Customer service language develops the long-term company and client relationships; therefore, using client-friendly language can deliver a great customer experience, so the customers are likely to return – again and again. 

You’ll avoid miscommunication

Customers usually contact customer service when they find any issue with a product or service. If, in any case, the customer is again not getting the language of the customer service, things will become messier, though. 

When the customer feels, due to miscommunication, things are not going according to his plan, he sends furious emails, yells on a call, and shows dissatisfaction with the feedback.

The following reasons make it preferable to contact the customers in their local tongue:

• Their native language gives them the freedom to express themselves.
• The client won't lose any essential information in the process of translation.
• The customer's anxiety and fear of speaking in a foreign language will be alleviated.
• When a customer is dissatisfied, he doesn’t bother to put extra effort into communicating in the second language.  

Thus, local customer service language can resolve all of these issues!

You'll gain a competitive advantage

It might be quite uncomfortable to be unable to communicate in a foreign language. In addition, it might create an emotional boundary between your business and potential customers.

Suppose two companies sell similar products of comparable value and quality; still, a customer support agent of one company speaks native tongue, converses in your mother tongue, or even adds a cultural reference. On the other hand, the other company doesn’t deliver any of this service.

So, which company will you visit in the future? Of course, the company that has provided you with the best services. Right? Therefore, receiving exceptional customer services (multi-language), approximately 66% of customers will pay more for a product and re-visit the company in the future.

By now, we have come to know that multilingual customer service and speaking the clients’ language is very important. The next step you can take is making a team that is capable of translating 20+ languages 24/7. Otherwise, you can also prefer Google Translator to translate the customer’s received e.mails and phone calls, etc.

Tips For Positive Customer Service Language

Avoid any negative or doubtful language

A customer service agent shouldn’t use language that can irritate their customers as it may also lead them to lose trust in a brand.

A customer services agent should always give encouraging and positive remarks about the problem that a customer has come up with.

Use vocabulary consistent with the brand

A customer service agent should use brand-related language or phrases. When the agent contacts the customer, the language should describe the business website, mobile app, and social media sites.

Brands can earn their customers' trust and loyalty while providing a fantastic experience by utilizing clear, consistent language with a positive tone and a personal touch.

Focus on the problem, not the person

A brand’s manager should keep guiding the service agent to don’t take the problems personally. A manager should consider the problem that a person is sharing rather than feeling the words and attitude of the customer.

A customer is often rude and annoyed, but the customer service provider should always show courtesy and patience to maintain the standard of the brand.

Speak aloud while typing

When you are typing an email or having a live chat, you can use the speak aloud strategy. 

When the customer hears your messages when you are writing, it will help you understand how the customer can react to the information. Moreover, it will also support you in using more adjectives and descriptive phrasing to explain an issue or show sympathy further. 

Customer Service Phrases To Use 

Customer service matters a lot to make their customer happy and satisfied. There is a long list of good customer service phrases that a customer service agent can use, but a few we are going to state below:

 Excellent Customer Service Phrases

“Happy to help!”

When a depressed customer contacts the customer service department, the company must make the customer fully satisfied. Meanwhile, every customer doesn’t say that he is confident with the service.

Thus, sending a closing message is essential as it gives an impression to customers that you sincerely want to hear their issues. Therefore, you can end the conversation by sending the following messages:

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

You can also send any other courteous good-bye note!

“I appreciate you letting us know. Thank you.”

If a customer makes any complaint, consider that dozens of others are also going through the same, and probably they are not letting you know. The other way round, if you are resolving one customer’s issue, you are also making dozens of others happier at the same time. That’s a tremendous opportunity, indeed.

Therefore, you need to exert ultimate effort to develop positive interpersonal relationships with your customer. Be thankful for your customers in all ways: if they give you feedback, say “thank you.” If they report any bug, Say “thank you.” 

You have to make your customers realize that you are happy to receive their customers' complaints and try to serve them in all ways, regardless of how rude customers are. 

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

Aside from our utmost effort and positive intentions, we are not always right! 

In some cases, if your reply is not helpful, many customers won’t ask you to clarify or help them further. Therefore, you need to use a useful customer service phrase and give your customer a chance to inform you if anything is unresolved yet.

So, here you can use: “Is there anything else I can help you with?”

“Thanks for bringing this to our attention!”

You should be thankful to the customers who present a detailed note on the bug they have encountered. They are unsung heroes, indeed, as they give you a chance to control the quality of your product.

Thus, in this case, the customer service provider must send an appreciating note:

• “Thanks so much for the heads up!” 

• “Hey, I appreciate you have taken the time out to bring this to our attention!”

Show your customers that you care!

“Nice to meet you!”

A friendly tone proves beneficial to go a long way in customer involvement; moreover, it makes the customer realize someone gentle, competent, and passionate is sitting at the other end of the screen.

Use kind words to make the customer comfortable, such as, “nice to meet you!” or “It was a pleasure to serve you!”

Customer service phrases you should avoid 

“I don’t understand”

When a customer reports an issue, don’t use negative remarks. Yes, many times, the customers become hasty and impulsive, but you need to have patience.

Make your customers realize that you listen to their problem carefully and try to resolve it immediately. 

Using the phrase: “I don’t understand” is literally harmful to a company's impression.

Instead, you can say:

• “Can you please clear it once again!”

• “If I am not wrong, your problem seems like that..?”

“Calm down”

A customer who wants your help isn’t going to be happy about you telling them to “calm down.” This is like you are saying, “You’re overreacting” or “It doesn’t matter to you.” In this way, the customer will interpret that their problem is not meaningful to you.

You can replace the “calm down” with:

• “I can realize how this matter is upsetting you; I will try to resolve it instantly.”

• “I feel sorry about your inconvenience. Let me assist you with that right away.”

These phrases will make your customers calm down and reduce their worries.

“There’s nothing we can do”

A customer service agent receives complaints from the customers that have nothing to do with the agent’s service. Yet, a service agent cannot ditch them by using harsh words like, “There’s nothing we can do.”

Instead, you can try:

“I can feel the nature of the problem, but I apologized that my hands are tied when it comes to this.

“I’m not sure / I guess”

Customers do not like vague answers or guesses; they have to do with clear-cut answers. So, do not say I am not sure, or I guess.

Instead, you can replace your statement with:

• “I believe we’re dealing with..”

• “Your issue mostly looks like..”

“No”

Make sure- your client shouldn’t receive negative vibes from your customer service.

You need to replace your statement with something decent and optimistic; avoid saying straight-up “No!”

“I am sorry, that’s not what we are serving.”

There are numerous sneaky yet encouraging statements that you can use situationally and timely.

Our Summary

Positive language customer service plays an essential role in winning the customers’ hearts, increasing sales, widening the business, and so on. 

Therefore, in this article, we have explained the importance of customer service language and the purpose of developing websites in multi-language.

Furthermore, we have also recommended hiring a team that can speak multiple languages to resolve the customer’s queries promptly and efficiently. We have also stated the good customer service phrases that you can use to maintain professionalism.

If you are searching for experts and professionals that can educate and train your customer experts about the customer service language, feel free to contact us.