Providing great customer service can make any business stand apart from its peers, but in a relationship-based industry like insurance, that especially rings true. Each interaction with a customer — whether it is receiving a complaint, filing a claim or making a purchase — is an important chance to prove the service you provide is worthwhile and, in turn, foster customer loyalty. Some interactions can be especially difficult, and it's integral that those who communicate directly with customers are careful to use positive phrasing language that directs even the tensest calls toward pleasant, productive interactions that leave the customer satisfied with the service they received. Some examples Zendesk offers of positive phrasing in customer service are: |

• Repeating back information to the customer to demonstrate you are listening ("From what I understand, the issue you're experiencing is…")
• Showing appreciation when a customer expresses an issue ("Thank you for bringing that to our attention.")
• Being empathetic when you are unable to provide the customer's preferred solution to a problem. ("I absolutely understand why you would want that.")
• Reassuring customers you are working on a plan of action to resolve their issue. ("I will make sure this gets resolved quickly.")
• Giving customers a tangible date or time for your next update. ("You can expect an update from us by…")

In the slideshow above, we'll look at ten words and phrases those in customer service should work to eliminate from their customer interactions, and what they should say instead, according to Zendesk.

Related:

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• Integrating empathy and efficiency to foster customer loyalty
• 3 ways carriers can improve the catastrophe claims experience