Customer Service Language: It’s More Than Just the Words You Speak

Julie Pearl Published on February 25, 2015 Last updated on December 15, 2022

A company’s customer service language speaks volumes about how well it knows the market it serves. Using it effectively does a better job of building a certain image for a brand more than any other strategy could.

close up mouth call center agent

It’s the same reason behind many businesses’ decision to partner with a multilingual call center—to provide the kind of customer service that’s familiar and comfortable to customers.

Successful communication, however, isn’t simply about speaking the same language your customers use. It’s more than the words you speak. The best language for your customers is the one that they can understand. It encompasses tone, empathy, and the ability to connect with customers on a deeper level.

75% of customers are willing to spend more on brands that give them good customer service.


It’s more about choosing the right vocabulary, slang or even non-verbal cues and being able to present ideas and deliver assistance in a manner that’s easy for your audience to grasp.

Elevating customer satisfaction is merely a byproduct.

Effective Customer Service Language Begins with Active Listening

Truly understanding and empathizing with a customer’s needs and concerns requires more than just hearing their words—it involves paying attention to tone, body language, and underlying emotions.

With active listening, customer service representatives can respond appropriately, showing genuine interest and concern for the customer. This level of attentiveness elevates customer experience, helping establish trust and fosters a positive rapport between the customer and the company.

Choosing the Right Words in Customer Service Interactions is Equally Important

Positive language can help diffuse tense situations and make customers feel valued and respected. Instead of using negative phrases like, “I can’t help you with that,” customer service representatives can employ more empowering language such as, “Let me explore some alternative solutions for you.” By reframing the conversation in a positive light, customers are more likely to feel supported and hopeful for a resolution.

Personalized Language as a Key Aspect of Effective Customer Service

customer service language depiction customer experience agent in diverse call center

Beyond positivity, personalized language is critical when providing effective customer service. Customers appreciate being treated as individuals, rather than just another faceless customer. Addressing customers by their names and using personalized language, such as “How can I assist you today, Mr. Johnson?” or “Thank you for choosing our services, Ms. Smith,” creates a sense of familiarity and demonstrates a genuine interest in the customer’s needs. It helps build a strong connection and fosters customer loyalty.

The Impact of Non-Verbal Communication

Non-verbal communication also plays a significant role in customer service language. Tone of voice, facial expressions, and body language can convey sincerity and empathy. A warm and friendly tone, accompanied by a genuine smile, can instantly put a customer at ease. On the other hand, a dismissive or impatient tone can escalate a situation and leave customers feeling frustrated or unheard. Customer service representatives should be mindful of their non-verbal cues, as they can either reinforce the positive message they’re conveying or contradict it.

Remember: Customer Service Language Extends Beyond Direct Interactions

The language used in written communications, such as emails or chat messages, carries the same weight. Clear, concise, and friendly language should be employed in written interactions to ensure customers feel supported and understood. The tone should remain consistent, reflecting the organization’s commitment to exceptional service.

Adapting a service language starts from within the confines of your company. Since we’ve previously tackled how your multilingual call center agents can do so, here’s how they can apply it when communicating with your customers, no matter where they are in the world:

  • See and Explain Things From Their Perspective

    customer service agent busy talking to customer in call center with hand gestures

    Efficient customer service representatives come equipped with deep knowledge about your product and its specifications. Since this can be too technical for the common user to understand, your agents, especially those under tech support, should be able to break down complex instructions into easily digestible steps.

    This also applies to the billing statements, emails, and other formal documents. It takes skill to be able to do this, and it starts with seeing the problem from the customer’s point of view.

    This can be encouraging for your customers as they can have an easier time understanding the products they bought, critical in giving a great customer experience that can be cultivated into brand loyalty.

  • Use Forms and Interfaces That Don’t Need Explaining

    web designer writing code

    This is even more ideal if your website or customer service platform serves customers from different countries.

    Instead of having different versions for each country, why not design your online properties in a way that doesn’t require long texts to be grasped? Simple universally understood images like the envelope icon for your email button or the magnifying glass in place of the word “search” will do.

    Customers want quick, relevant information and giving it in an easy-to-understand format or messages builds your brand’s reputation. Keeping the conversation relevant and concise humanizes your brand and evokes trust.

Your customer service language is as important as any of your branding or marketing efforts, so it should be chosen and adapted well. Understanding how your approach can impact the quality of customer service is only half of the journey; the language should be embraced by everyone in the company and understood by everyone who contacts you.

Modern customer service trends show a demand for a more personal conversational approach that steers away from scripted language. If your brand can express a positive customer service language you can deliver more powerful messages, satisfy your customers, and deliver individualized experiences for all.

Ready to begin or improve your multichannel call center? Get in touch with Open Access BPO to learn more about the 30+ languages we offer.


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OABPO-Julie Author
As one of Open Access BPO's content writers, Julie Pearl shares her BPO knowledge through her blog posts, research papers, and other resources. She writes about outsourcing news and call center management tips and insights.

4 responses to “Customer Service Language: It’s More Than Just the Words You Speak”

  1. Aaron says:

    Multilingual call center agents maybe costly for starting business owners, while an interface that does not need explaining will work very well for everyone and I totally agree with this! thanks for the share and reminders!

  2. I totally agree. I have also worked for the BPO industry for more than 7 years and customer services is more just words that we speak. It is also not about just saying yes to the customer but showing the customer what is right and what is the best for him. Product knowledge and deep understanding is truly a must.

  3. I always believe in quality of interaction than quantity.
    It’s not just the way you resolve a customer’s concern,it’s also about being genuinely nice to them…making them feel better. This takes time to achieve, but it is so worth it.

  4. Ed says:

    Nice tips! BPO shouldn’t just focus on resolving concerns. A good quality customer service definitely goes extra mile.

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