Customer language

When solving a problem for a customer, we actually need to do two things; fix the customer then fix the problem. You’re well versed in the technical side and most probably know how to solve the concern so we’ll dive into some of the language you should use, as well as the formula you should follow.

Acknowledge, Relate & Assure (ARA)

Every customer wants to feel heard. This may be an issue we’ve seen 1000x before but that is not what the customer cares about. They want to know we have considered their issue, as if it is unique. The best way to put the customer at ease early on is to start with an ARA.

• We acknowledge the issue, and this is basically repeating what they have explained back to them in a summarised form;
• Relate to the experience of the issue and how it did/would make you feel;
• Finally assure the customer that we’ll be the ones to help them/solve their issue/find the next steps we have to take.

These things together put the customer at ease; letting them know that you understand them, you feel their pain, and that they wont have to feel that pain much longer now that we are here.

More to come

I’d love to hear from you all if you found this interesting and want more of this kind of article. I’d like you all to try to implement this in any interaction you have with a customer. If it feels weird or not right, send it to me first! Its not easy to get right and it will feel a little weird, but this is the best language to keep our customers loyal.