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.”