Reassurance statements can be a valuable tool in the customer service landscape. After all, today’s customers aren’t just looking for quick and convenient support. They’re also searching for businesses that can support them in a human, empathetic manner.
There are times in any customer service interaction when customers might need some extra reassurance. They’ll want to feel confident their issue is being handled carefully, with the right expertise. They may also appreciate hearing that any problem they’re facing is going to be dealt with as quickly and discretely as possible.
Using reassurance statements can help to ensure the conversation goes as smoothly as possible. It also reduces the risk of customer sentiment deteriorating during a discussion. Here are some of the top statements customer service professionals can try.
You’re through to “Name” from the “Department” of “Company”, How can I help you today?
Even the first statement a customer hears can be reassuring in its own way. When customer service agents outline their name, their department, and the company they work for, they introduce themselves as reputable, knowledgeable individual associated with a specific company.
They tell customers they’ve gotten through to the right person to address their call while positioning themselves as authority figure.
Rest assured we’ll find a solution for this…
This statement is an excellent way for customer service advisors to put their customer's minds at ease. It tells the client that the company is committed to resolving the problem. The use of the word “we” also positions the customer service agent and the consumer as a team rather than two separate parties, which can help to promote a better rapport.
A good way to build on this statement is with an empathetic comment such as, “I understand why this is so stressful for you.” Or “I can see why that could be a problem.”
Take all the time you need. I’m here to help you
Most customers know the service team they’re interacting with will have multiple different calls waiting. If they’re already feeling nervous about an issue, the pressure of having to explain themselves as quickly as possible can lead them to stumble through their issue, making more mistakes. Agents who let customers know they have plenty of time take some of the pressure off.
This polite statement encourages customers to slow down and relax, which can often lead to a more productive conversation.
I’ve seen this problem before; I can definitely help you with that
Sometimes, all a customer needs to feel reassured is evidence that they’re speaking to the right person. When a customer service agent uses this statement, they tell the customer that they’ve had experience working with the same problem and can therefore offer a solution.
This is a subtle way for an advisor to emphasize their expertise and give customers a sense of confidence that their issue is going to be addressed.
Thank you for telling me that. Let me confirm the issue so I know I understand everything correctly…
After using this statement, a customer service representative or advisor can repeat everything they’ve just heard (in their own words). This demonstrates a commitment from the professional to understand the issue and get everything the right first time around.
Repeating statements back to customers is a form of “active listening”. It’s often reassuring because it tells consumers they’re being genuinely heard. Confirming a mutual understanding at the beginning of a conversation also helps to reduce wasted time and mistakes.