The more times you tell your customers you're "sorry," "thank you" or "please" when they come to you for help, the angrier they tend to get, new research finds.
Consumer satisfaction drops when customer service agents repeatedly use apologetic or polite vocabulary when responding to requests for help in phone calls, emails and social media responses, according to a study from Zendesk, a cloud-based customer service platform.
The study's authors said part of the reason for the drop in customer happiness is that the increased use of these words is often due to multiple back and forth steps, as well as longer resolution times.
The vocabulary used when providing customer service is so important. Looking at customer service from the customer's perspective and responding to issues promptly helps reduce customer churn and increase sales.
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