Service Language Strategies (Examples)
1) Use magic words
“Please.” Requesting for something to be done will sound better if coupled with this simple word.
“Thank You.” These two words express gratitude for someone who went out of the way to do something special.
“You’re welcome.” Even in married life, each of the spouses still deserves such sweet and comforting phrases. Their lasting effects are not to be underestimated. These words never go out of style.
“I'm sorry.” Apologize once you have realized your mistake. Even if it is not solely your mistake, there's no harm in doing so.
2) Make polite requests, not orders
“Would you please…?”
“Do you mind…?”
“May I have…?”
3) Use if-contract
“If you confirm the order details by 3:00pm, I will be able to…”
4) Adopt you-attitude, and use names and pronouns
“Mr Chan, I will send you a confirmation by the end of today.”
“Sir, a confirmation will be sent to you by the end of today.”
5) Use affirmative tone
“I will clarify the details with Mr Chan and get back to you before 5:00pm today.”
“I will try to clarify the details with Mr. Chan and get back to you before 5:00pm today.”
6) Do not blame the customer
“Perhaps I have not made myself clear.”
“You don’t understand.”
7) Focus on what can be done
“I am afraid that the system is down. Our IT colleagues are fixing it now. Is there anything I can do for you?”
“The system is down. I can’t do anything about it.”