“Thank you for Your Patience:” To Use or Not to Use 


Thank you for your persistence is just one of those phrases each and every shopper has read at a person point or another. And, of study course, a phrase each individual purchaser provider agent has utilised. 

As Franklin D. Roosevelt as soon as reported, “There are as many views as there are gurus.” And the earth is whole of gurus. In the buyer provider marketplace, “Thank you for your patience” has equally, advocates and opponents.  Some specialists say it’s a well mannered and good way to communicate with prospects. Others consider the phrase has turn into a cliche and may have a adverse connotation. 

So what provides? In look for of a definitive solution, we’ve weighed the possibilities. It turns out, there is no one-matches-all way to talk with consumers. An productive phrase in one particular shopper inquiry may be an unfortunate misfit in one more.

In this short article, we focus on factors to use the phrase and when to avoid it. 

Motives to Use “Thank You for Your Patience” 

Good reframe of an apology 

Normally, the use of this phrase signifies that the shopper has been waiting around. Of training course, we want to leave ready to doctor’s offices and bus stations. Contact facilities have to work to reduce consumer hold out times and raise Very first Speak to Resolution (FCR) costs. But often ready is inevitable. And it may possibly make buyers impatient and not happy. But how the consumer guidance agent frames the scenario issues. 

Psychologically, human brains decide on up on positive and unfavorable language. Then, perceives the information appropriately. In other phrases, concentrating on the specific factors of an encounter can make a variance. When we concentrate on the positives, we perceive the experience as favourable. When we aim on the destructive, we consider of the working experience as crappy. 

For example, let us say the purchaser aid agent begins with “Sorry to preserve you waiting around.” Quickly, the customer’s thoughts perceives the working experience of ready as detrimental. Even for a patient human being that “sorry” serves as a gateway to a destructive perception. And the most important portion of the discussion did not even consider place yet!

Optimistic Psychology Researcher Michelle Gielan advocates Electrical power Prospects. These are the optimistic rays of sunshine that established the tone of an conversation. “Thank you for your persistence,” is a ability direct that communicates gratitude. A fewer good, apologetic “Sorry for the delay” implies that a little something is incorrect. 

“People who connect via constructive ordeals not only encourage happiness in some others. They cultivate more of it by themselves as they develop a powerful feed-back loop.” (Michelle Gielan)

Really don’t get us incorrect. A honest apology deserves its crucially crucial put in customer support interactions. “A great apology earns us respect in the eyes of many others, even although we might panic the opposite,” claims sociologist Dr. Herriet Lerner. 

Relevant study: Motivate Call Center Agents: Classes From Kindergarten

On the other hand, overusing apology diminishes its ability. Rather, power-top client conversations with a favourable vibe allows build significant and optimistic buyer provider interactions. 

Gratitude: the Antidote to Negativity 

Besides serving as a power direct, “Thank you for your patience” is an expression of gratitude. There is so substantially worth in expressing “thank you” to a client. And that goes for equally the customer and the buyer service agent. 

“Gratitude is the memory of the heart,” an aged French proverb states. Our feelings are felt, saved, and remembered in our bodies. Gratitude tends to make a constructive mark on our minds. In the same way, our bodies bear in mind the good thoughts of gratitude on a physiological stage. In other phrases, favourable buyer company can pretty much get underneath a customer’s pores and skin – and stay there. 

Gratitudes' effects
The outcomes of gratitude

Impression Resource: Favourable Psychology

Whatever the emphasis of a buyer provider dialogue may possibly be, gratitude can shoot any detrimental thoughts lifeless on arrival. It can create mutual regard involving agents and shoppers. 

BLOCKQUOTE: “Gratitude is an antidote to detrimental thoughts, a neutralizer of envy, hostility, be concerned, and discomfort. It is savoring it is not using factors for granted it is current-oriented.” Sonja Lyubomirsky, creator of “The How of Happiness: A Scientific Technique to Acquiring the Daily life You Want

Empathy shortcut 

“Thank you for your patience” is an expression of empathy. Empathy is a person of the crucial ideas of customer assistance. It is the means to comprehend the feelings of a client. It builds emotional bridges concerning prospects and aid groups. 

@justabsolutebiz 👇🏻Here are extra strategies and methods to support you empathize with frustrated shoppers: 👉🏻Practice energetic listening 🎧 – pay out consideration to what the consumer is saying and try to comprehend their perspective 🤔. 👉🏻Use language that acknowledges their feelings 💬 – phrases like “I can see how that would be frustrating” 😔 or “I can comprehend why you are upset” 😞 can exhibit that you are on their side 🙌. 👉🏻Show authentic problem ❤️ – question stick to-up issues and attempt to discover a solution that will make the consumer delighted 😊. 👉🏻Take ownership of the trouble 💪 – even if it is not your fault, accepting duty and presenting to assist can go a extended way in resolving the predicament 🔧. 👉🏻Offer a honest apology 🙏 – acknowledge the inconvenience and express regret 💔. 👉🏻Propose a alternative 💡 – give a very clear and concise strategy of action to resolve the challenge. 👉🏻Follow up 🔙 – check out in with the purchaser to make guaranteed their difficulty was settled to their pleasure 💬💯 #smallbusinesstips #customerservicetips #mysmallbiz #mysmallbusiness #supportsmallbrand ♬ original seem – Static 2.0😄

Investigation exhibits that larger levels of empathy lead to far more valuable habits. It permits individuals to reply appropriately to how some others are emotion. Empathy helps in generating more robust associations. It decreases worry and boosts emotional awareness. And all of that is extremely essential in the field of purchaser company communications. Acknowledging that the buyer has, in actuality, been patiently waiting serves as that bridge of empathy.  

And in situations exactly where the customer was not so affected individual? Very well, even so, he or she is still there, waiting. Even if she was rolling her eyes the total time on hold, the promise of a favourable resolution helps. Difficult customer illustrations present that empathy can provide as a overcome. 

The catch: Use with Caution

Data show that waiting around on maintain is one particular of the prime buyer problems. (Hubspot) “Thank you for your patience” adds a sprint of positivity, gratitude, and empathy to buyer provider communications. The phrase serves as a sweet ingredient to discussions that have the prospective of turning sour. There are, nonetheless, situations to utilizing this phrase. 

Sincerity Matters 

Individuals possess a interesting means to detect insincerity. It’s an important social device that we use in all of our communications. Of program, sincerity, as effectively as feelings and intentions, are harder to detect in prepared communications as opposed to spoken phrases. (We have all misunderstood and misinterpreted texts, have not we?)

As we set up, in consumer communications empathy is critical. But empathy will have to arrive from a honest put. It are unable to be faked by canned phrases and responses. If an agent is making use of empathy statements in consumer company responses, the trick is to empathize with the customer.

“Thank you for your patience” has to appear from a sincere spot. Most likely, incorporating one thing like, “I know you have been waiting around for x-range of minutes” or “I see that this problem has been persistent in your case” can assistance. Digging deep to deliver humanity into every client interaction is important. 

Overuse is Deadly 

One particular of the faux pas of generally used phrases is that they normally come to be cliche. And nobody likes a cliche. Overusing “thank you for your patience” can consider sincerity out of the phrases. This rings legitimate for each, the agent and the buyer. 

In instances exactly where an agent retains indicating to all his or her shoppers in every conversation, the words will lose their that means for the agent. Similarly, if a agent carries on to set the customer on keep and arrives back each time with this phrase, the customer is sure will reduce his or her patience. 

To avoid that, some options to the phrase could possibly help: 

  • “I really respect your time and commitment to resolving this”
  • “Thank you for bearing with us”
  • “I respect your patience”
  • “Thank you for sticking with us” 
  • “I enjoy you supplying me the time to take care of this”
  • “Thank you for offering me a chance to understand additional about this issue”
  • “Please bear with me when I figure this out”

Base Line: Thank you For Your Endurance

In the rapid-paced buyer service field sometimes inquiries do not get solved right away. In all those scenarios, customers are compelled to exercise persistence. “Thank you for Your Patience” is a well mannered way and productive way to connect gratitude and empathy. Its role as a electrical power lead can established a beneficial tone in client discussions. As very long as the use of the phrase is honest and sparse. 


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Natalya Bucuy

Natalya Bucuy is a written content marketer at LiveHelpNow. With know-how in client service and internet marketing, she has created nu…

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