Whether it’s about handling incoming leads or technical support for existing customers – the customer support service is the special forefront force of your business. The loyalty of the target audience and, of course, sales depend on the approach and technology of this department. According to various surveys, 80% of people prefer high-quality customer support services.
Paradoxically, clients’ interaction with customer support is likely to be very standardized, even though the call center has the main communication load with users. Let the client know he is not just another number 100,000. You can significantly exceed the expectations of consumers by increasing loyalty using outsourced customer support or training your team with perfect phrases for customer service.
“Thanks for contacting us”
Support representatives have to create a customer-friendly atmosphere. Let your client feel that you’re glad to get their feedback with the 1st excellent customer service phrase. Not everyone likes using customer support services because they are often associated with the tense atmosphere and the staff tired of answering thousands of questions a day.
According to the customer support communication rules, your customer mustn’t feel any irritation or exhaustion. Be polite and let them know that you are always ready to give a helping hand.
“As much as I would love to help….”
Some requests are not indeed feasible. The phrase above is a polite way to say “no” and tell the customer that there’s no solution to such a request. This phrase acts as a kind but firm response. Thanks to it, the user will understand that you want to help in general, but it’s not possible in a particular situation.
“I will update you by [time]”
Some clients may be impatient and constantly checking replies from customer support or messaging you about any updates on their case. It would be smart to tell the customer when they should expect the update. Also, it is important to let the users know that the company will keep them posted as often as possible.
Notify clients of the current status of their request, build loyalty and show a caring attitude of the brand towards its clients.
“What else can I help you with?”
The customer support operator, who hears customer complaints every day, does not know that 96% of callers feel shy and uncomfortable calling you and mentioning all problem’s details. Many people do not want to seem intrusive or do not believe that someone really wants to help figure it out.
The conversation with the client ends when his issue has been solved, and he is satisfied. Try to ask: “Is there anything else I can help you with?” Use even simple phrases for customer service, which is better than nothing.
“I apologize for the inconvenience”
If a user is angry, upset, or frustrated, customer support agents must be empathetic and show that they fully understand the client’s feelings. Acknowledging these feelings and the company’s mistake is better than apologizing repeatedly. And the next step is the company’s suggestion for solving the situation.
“I apologize for the inconvenience caused”
Did you know that news of bad customer service reaches more than twice as many ears as praise for a good service experience? (Source: White House Office of Consumer Affairs).
A very controversial way to express your sympathy – imagine that your client is furious, and he was not just “inconvenienced.” Let’s say a company wrote off his money a few times, it was late with the delivery of the goods, and, to top it off, it mixed up the delivery address.
It is crucial to take a balanced approach to the form of expressing an apology. We advise naming the situation as it is, e.g., “Allow on behalf of the company to apologize for the spoiled holiday”.
“This is beyond my competence, but I will do my best”
Some customers perceive the technical support service as online consulting and may require exceptional attention. For example, the client is angry about a long delivery, which does not depend on you. You want to explain it, but how to do it appropriately? Use relevant phrases or outsource eCommerce customer service to unload from customer requests and manage the support team taking back-office routine and giving emotional peace.
“I certainly can check that for you”
A user-friendly and polite language does wonders. If a customer support agent can’t guarantee the exact outcome, it’s essential to deliver an encouraging and positive message about the situation and find the solution. Even if you can’t offer a solution, you can always offer an efficient way that looks even better than the initially expected result.
“Thank you for bringing this to our attention”
Obviously, not all businesses like to receive messages about some flaws in their products or services, but that’s the wrong approach. Companies should see such messages as favors made by customers that contribute to quality control activities.
Most customers won’t spend time and effort writing or telling about any errors, but those who do help brands become better. And such actions deserve appreciation and recognition, so a polite and engaging reply will make such customers more loyal to the brand.
“Thank you for your question. Are you ready to hold on to the line while I clarify the relevant information?”
“When customers share their story, they’re not just sharing pain points. They’re actually teaching you how to make your product, service, and business better. Your customer service organization should be designed to communicate those issues efficiently.” – Kristin Smaby, “Being Human is Good Business”.
Ignorance does not release from the work in the support service, and “I do not know” is perhaps the most common operator’s nightmare. The most important thing here is not to make excuses but to direct the conversation to a constructive channel.
Positive scripting includes templates for replying to frustrated customers the best way or keeping the communication with users in a positive fashion. Although customer support templates may cause controversy, they do good and no harm when used the right way.
Consider the following peculiarities of positive scripting:
- The main point is to tailor such templates to every response to make them personalized and really empathetic.
- It’s a great learning resource for new customer support agents.
- The customization of such scripting must depend on each unique customer’s request.
- Too obvious positive scripting can turn into a negative communication experience with the brand.
Therefore, positive scripting works great for complex cases or a high support load.
All these rules will definitely strive your business to the top. We highly recommend these customer service phrases to use in order to show friendliness and enthusiasm to your clients. Most people are afraid to call customer support, so be supportive and polite.
If you have no in-house customer care service, outsource it to us. Here at WOW24-7, our customer support agents are real experts in communication with your clients.
If you have any other questions concerning industry surveys or customer support solutions, do not hesitate and contact us right now!