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MAGIC WORDS
We will help you get this issue resolved.
Thank you very much for alerting us about this.
You’re absolutely correct, ___
I appreciate you bring this to our attention, so that we can deal with this immediately.
I can see where the problem is, ___
What I’m currently doing to help you is…
This should be fixed at the end of the …
EMPATHY STATEMENT TIPS
- Replace passive verbs with active verbs, which add a sense of immediacy
Ex. I will ask our team to resolve this. Not:: This will be resolved by our team.
- Authenticity means using a natural tone, and less formal ways of thinking.
USE: thanks, hi, enjoy the rest of your day, you’re, can’t, he’s, don’t
DO NOT USE: thank you, hello, goodbye, do not, etc
Do let us know if you have any further questions, __
I will contact you as soon as we have an update.
We will work to resolve the problem.
You just enjoy your holiday and I will be in touch shortly.
We always value merchants who are keen to give us feedback. I will be sure to pass on what you have told me to our managerial team.
I have experienced a similar problem recently, so I understand what you are saying. Let me see what I can do to help you.
Your satisfaction means everything to us. I hope I covered everything that you wanted to discuss today.
25 POSITIVE WORDS
Definitely, absolutely, certainly, exactly, completely, quickly, fantastic, great, marvelous, excellent, enjoy, splendid, essential, generous, recommend, friendly, impressive, interesting, brilliant, exciting, terrific, fascinating, expert, favorite, ideal.
I definitely will make sure that it gets sorted out.
I absolutely agree with you.
I can certainly help you.
That is exactly right.
I completely agree with you.
I will quickly run through this for you.
That is a fantastic alternative.
Great news!
Marvelous choice…
That is an excellent suggestion.
I hope you enjoy your meal.
Splendid! All that is left to do now is…
Yes, it is essential that you.
It is a very generous offer.
I can highly recommend…
Thank, we aim to provide a friendly service.
That’s certainly impressive.
That is an interesting idea.
Brilliant! I’m glad that we are on the same page.
Yes, it is an exciting prospect.
I think that it’s a terrific option.
That is absolutely fascinating.
You certainly are an expert on this.
That is personally my favorite option.
It would definitely be ideal, considering your situation.
FACT: Surprisingly, if you start a sentence with a word ending in LY, then what follows is regarded as truth and is very hard to object to.
DON’T BE AFRAID OF SOUNDING TOO UPBEAT
FEEL---FELT---FOUND
Leo, I understand how you FEEL…many of our happiest merchants FELT the same way….However, what they FOUND is….
Leo, I can see why you FEEL that way, something similar happened to me before and I FELT the same way. What I FOUND, and I hope this will be the same for you is…
I completely understand how you FEEL. A couple of merchants have FELT the same. However, what they have FOUND is…..
I realize that this situation is difficult, but let’s try and find a solution.
I would feel the same way in your situation, but we will sort this out.
I’m sorry you are having this problem. Let’s see if there is anything we can do to help the situation.
Once the Guru has a good understanding of the merchant’s problem, and has acknowledged their concern, it is important to reassure them.
Thanks, it is great that you alerted us to this.
You are absolutely correct. Let’s look into this.
Definitely, I will make sure that this gets resolved for you
MAKE THE INTRUCTIONS AS EASY AS POSIBLE
All you need to do is just…
A simple way to change it will be to…
As soon as you receive…..
12 POSITIVE PHRASES
Thank you for bringing this to our attention.
I completely understand how frustrating that must be.
I’m truly sorry to hear about your experience.
Great question, let me find out for you.
I really appreciate your patience.
Here’s what I’m going to do for you.
Thank you for your understanding.
I’d be happy to recommend…
It’s my pleasure I was able to help.
Is there anything else I can do to help you with?
Looking forward to serving you again.
Thank you for choosing us.
Having the right products, a beautiful site design, and stunning product photography is not all that’s necessary to get people to pull out their credit card and buy.
It is of utmost importance to secure your audience first before you launch your store.