Full transcript
0:00Good English customer service isn't just about being friendly.
0:04It's also about using the right words and expressions to show empathy, to
0:10show customers that you want to work with them, and sometimes, of course,
0:15to apologize if they're really angry.
0:19And you wanna show them generally that you're there.
0:22You wanna show them that you're willing to help resolve their issues, right?
0:27So we're gonna be focusing on a few expressions that you can use to make your
0:32customer interactions more successful.
0:43In this video we're going to talk about customer service, English expressions
0:48that you can use to apologize, to show empathy, to be positive.
0:55And to work together with the customer you're dealing with.
0:59How can we use these expressions to accomplish all of these things?
1:04So first up, we're gonna talk about apologetic expressions.
1:09Now, in most cases, hopefully you're not apologizing because you
1:14personally did something wrong.
1:16You're making an apology generally because the customer is unhappy about something.
1:22It can be a good way to sort of break through that frustration
1:26and anger and then start actually working on a solution, right?
1:31So you're apologizing broadly for any frustration that they may
1:35be feeling for any inconvenience that they may have experienced.
1:41Again, no matter who is to blame, it can, it can still be a good idea, right?
1:47So here are a few examples that you can use to apologize like a pro.
1:52I apologize for the inconvenience.
1:55Specifically
1:56you might use that when someone has waited for a long time while
2:00you are trying to solve something.
2:02Or, as we talked about more generally, they have gone through
2:07some kind of inconvenience and you want to sort of say, Hey, I see that
2:12now we're going to deal with it.
2:15You may also say, I apologize for any frustration this may have caused.
2:21This one is useful when you want to identify a specific cause.
2:26So, maybe they had an expectation and that expectation was not met.
2:30Maybe they've tried to solve a problem with another customer service person and
2:36it wasn't solved, and so they're going through a process and they're getting
2:40more and more frustrated, and so you want to just acknowledge that frustration.
2:46I apologize for any frustration this may have caused.
2:50Now if it's more serious, you might say, I'm so sorry this has happened.
2:55I recommend saying this has happened.
2:58To make it a little gentler instead of just this happened, but I'm so
3:03sorry this happened, is okay too.
3:07Apologizing is a great way to acknowledge the current
3:10situation, no matter who is to.
3:12And then move on to the next thing, which is hopefully a solution.
3:16I'm so sorry this has happened.
3:18Let's figure out what we can do and we'll get into those
3:22expressions in just a moment.
3:24Okay.
3:24Finally, I'm here to help in any way I can, and I apologize for the
3:29frustration you're experiencing.
3:31This is less about the cause.
3:34And this is more about your feeling.
3:36You're currently going through this feeling of frustration, right?
3:40Or inconvenience.
3:41I apologize for this frustration you're experiencing, this
3:45inconvenience you are experiencing.
3:48So again, we're not talking about why right now.
3:51I'm just acknowledging your current feeling.
3:56Next, let's talk about empathy.
3:59How do we show empathy to a customer?
4:02These expressions, let the customer know that you understand what they're going
4:08through and that you are here to help.
4:11So let's check out four examples, four things we can say to show empathy.
4:18I completely understand why you're feeling frustrated and I'm here to listen.
4:24Now, this could be a little bit risky, right?
4:26If you say, I completely understand.
4:28It's possible that they may feel that you couldn't possibly understand my situation.
4:35You've never gone through anything like this, right?
4:39But that's why I recommend using the word why instead of what If you say, I
4:44completely understand what you're feeling.
4:48That means I understand how you feel because I've experienced the same thing.
4:53But instead, if you say, I completely understand why you're feeling
4:57frustrated, then it just focuses on me understanding it, and it's not saying
5:02that I exactly know how that feels.
5:06So in this case, why maybe better than what?
5:10I know this is frustrating, but I'm here to assist you and find a solution.
5:16Or I'm here to help you and find a solution.
5:19I know this is frustrating.
5:21I know that this is inconvenient or annoying.
5:25This is a great way to, again, show that you understand, but not necessarily say.
5:32Yes, and I know exactly what that feels like.
5:35I'm just listening carefully and I want to make sure I understand that I
5:40show empathy to you so that then we can work together on finding a solution.
5:47I understand your situation, and I'm here to find a solution for you.
5:52This is a great way to connect what you're going to do with that initial
5:58thing that you say to show empathy.
6:01I understand your situation, so I understand what you've explained.
6:06You've talked me through it.
6:07I can see that you're very upset.
6:09Right?
6:10I understand it.
6:12Now, again, if you say this in a way, That sounds like you don't really care.
6:17I understand your situation.
6:19Now let's work on a solution that could sound a little bit
6:23maybe inconsiderate, right?
6:25It could sound a little bit cold, so it matters how you say that if you're
6:29talking on the phone, for example.
6:31But it can be a very good expression to show empathy.
6:35I understand your concern and I'm going to do everything I can to help.
6:41You could say, assist you to make it a bit more.
6:45But help, I think is a good one.
6:47It feels a little bit more personal.
6:49Now. I understand your situation.
6:51I understand your concern.
6:52Those are a little bit different.
6:53Situation is what happened, right?
6:56The whole situation you're in, and your concern is focusing on your emotion.
7:01What makes you angry, what makes you frustrated, what
7:05you're worried about, right?
7:06So just be aware that those are a little bit different.
7:09One focusing on the feeling.
7:12And one more, focusing on the broader situation, the broader context.
7:17Now what about expressions that can show that you want to work
7:22together to solve the problem?
7:24We talked about a few of these connected to expressions for empathy, but
7:30let's, let's do some specifically to talk about how we can work together.
7:35Number one, to empathize and then emphasize that you and the
7:41customer are a team working toward a common goal to solve the issue.
7:45So here are four expressions that you can use to show a
7:49sort of collaborative spirit.
7:52Let's do what we can to resolve this issue.
7:56Let's do what we can.
7:59Now, it may be that I'm going to do most of it, or maybe not, but by
8:03saying, let's, and we, it makes it feel like we're in the same team, and that
8:08can, that can be a good way to start to tackle a problem in the same way,
8:13let's work together to resolve this.
8:17So the word together, saying that it's going to be you and me right?
8:21Now, we could connect it by showing appreciation that this person here that
8:25we're dealing with has waited a long time and dealt with several other people,
8:30and it's feeling a bit frustrated.
8:32So, I appreciate your patience while we work through this together.
8:39So I appreciate your patience number one, thank you for sometimes
8:43waiting on a five minute hold while I talk to some other people.
8:47Right.
8:48But also while we work through this to remind the customer
8:54that this is an ongoing process.
8:56Here we go.
8:57We're kind of.
8:58Doing it together.
9:00Now we could combine let's with the word together, and that would be a good
9:04way to express something very similar.
9:07Let's work together to resolve this as quickly as possible.
9:12So there, I want to let you know that I'm prioritizing speed, that I
9:17want to work quickly with you, that I don't want to keep you waiting longer.
9:20And again, let's, and the word together sort of reinforce this idea
9:25that, well, we are in this together.
9:29Now, last but not least, let's bring in some positivity.
9:34Positive expressions can create a friendly and solution focused tone,
9:39which is obviously something that we want, and I think they can help improve
9:44the customer's overall experience.
9:46Right?
9:47So here are four examples that you can use to, let's say spread the sunshine.
9:53I'm here to help.
9:55Shall we get started?
9:56So that's just a way to quickly say, I am going to do whatever it
10:00takes to help you and then begin.
10:03Now.
10:03Thank you for bringing this up.
10:05I'm going to do my best to help you.
10:08So there again, we have two pieces.
10:10I'm thanking you for bringing the issue to me because.
10:14I'm the best person to solve your problem.
10:16I will do everything I can to help.
10:19I'm going to do my best to help.
10:21I will do whatever I can to help solve this for you.
10:24Any of those variations would be fine, but it's very proactive.
10:28It's very positive to essentially say, no matter what happens,
10:33your issue will be solved.
10:35I'm here to listen and help however I can.
10:38Sound good?
10:39Now, sound good can be a little bit informal, right?
10:43The formal way to say that is, does that sound good?
10:47Does that sound good?
10:49Now, sometimes you'll hear people say, instead of, sound good, sounds good?
10:53So if you want to say it formally, then go with, does that sound good?
10:58If you wanna say it more casually, then I would recommend "Sounds good?"
11:02Sounds good?
11:03Again, not very formal, so you have to be aware of that.
11:08I'm here to help.
11:09I'm here to listen.
11:10These two are a way to show that I'm continually going to be carefully
11:15listening to your issues and doing everything that I can, but then I want to
11:20get a little feedback and that's a way to make you feel like we're participating.
11:24Sounds good?
11:25And then hopefully, hopefully the customer will say, sounds good.
11:29Okay, so that's just a great way.
11:31Make sure we're both on the same team.
11:33I'm here to help and I'll do everything I can to assist you.
11:37Assist you is a little bit formal, so just be aware of that help.
11:41Sounds a bit more friendly to me.
11:44I'm here to help as almost something that a superhero would
11:47say when they land on the ground.
11:49I'm here to help.
11:50And I'll do everything I can to assist you.
11:52So it can sound a bit formal, it could be a bit corny, but I think
11:56it could also be a good way to set the tone, be very positive, and show
12:01that I'm going to be proactively helping you solve your problem.
12:07Okay, so now that we've gone through these four groups of expressions,
12:11I would like you to start thinking.
12:14How you can put them into practice.
12:16Pick out a few of the ones that you like and try to use them in your
12:20own customer service situations and let me know how it goes.
12:26I think if you haven't used these before, that they will really help
12:30you communicate and create that empathy that you really want to have
12:36when you're dealing with a costumer
12:38in English, and that is it for this video.
12:41So if you have any questions, let me know.
12:44Let me know how it goes.
12:45Trying out these customer service English expressions.
12:50If you haven't already done so, don't forget to hit the like button
12:53and subscribe, and also click on the links in the description to
12:57check out my full courses, including
13:01a customer service English course, which I think if you check it out,
13:06you will get a lot out of Thanks again and I'll see you in the next one.