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Despite our best efforts and intentions, we don’t always get it right.

In fact, one survey suggests that although 94% of online retailers provide email customer service, 27% of email inquiries are answered incorrectly.

The same principle can be applied to support: using the right customer service phrases in your communication can make the difference between a bad customer experience and a delightful one.

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That means that resolving the problem for a single customer could make dozens of other customers happier at the same time. In Dale Carnegie’s famous book, How to Win Friends & Influence People, one of Carnegie’s fundamental techniques is being generous with appreciation. Make sure your customer knows how much you appreciate their email, no matter what the tone or contents of it are.A 58% increase in the number of people who would provide feedback on posts in their feed.That massive of an increase—just by changing a few words!In a world where 95% of customers have taken action (e.g.abandoned a business or complained about it to others) because of a negative customer experience, a simple tactic like adding more positive power words to your support interactions can make a big difference.

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