When a customer makes a request for an important action on your part, it’s a good time to show your enthusiasm. Use the words:

“I'll be happy to ..."

Example: A customer has an issue with their billing, and would like to know what their insurance actually covers. An uncomfortable situation will be made far more friendly if you start by saying, “I’ll be happy to explain your insurance coverage to you! May I have your insurance card, please?”

SOURCE: Renee Evenson, Powerful Phrases for Effective Customer Service: Over 700 Ready-to-Use Phrases and Scripts That Really Get Results

This article originally appeared in the March 2015 edition of INVISION.


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