Whether it’s about handling incoming leads or technical support for existing customers – the customer support service is the special force of your business, which works at the forefront. A lot depends on the approach and technology of this department, for example, the loyalty of the target audience and, of course, sales.
Paradoxically, the interaction of clients with the customer support is likely to be very standardized, despite the fact that the call center has the main load of communication with users. Everyone is familiar with the following dialogue:
At the same time, letting the client know that he is not “just another client number 100000” in the system, and his appeal to you is really important, you can significantly exceed the expectations of consumers by increasing their loyalty. In telephone and remote communication, the tone and ability of the support staff to choose the right phrases play an extraordinary significant role. According to various surveys, over 80% of people give preference to companies, which provided them with the high-quality customer support service.
From the very beginning, it is necessary to create a customer-friendly atmosphere. Let your client feel that you were glad to get his feedback. Not everyone likes using the customer support services because they are often associated with the tense atmosphere and a feeling that the staff is tired to answer thousands of questions a day.
According to the customer support rules of communication, even if you are really exhausted, your customer mustn’t feel this as it is not his fault. Be polite and let him know that you are ready to give a helping hand always.
Sometimes, there may be situations when the request is not actually feasible. The phrase above is a polite way to say “no” and tell the customer that there’s no solution to such a request. Although saying “no” directly can be perceived as rude or blunt, with this phrase, it’s possible to address the customer’s query in a polite way.
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.
Some clients may be impatient and constantly checking replies from customer support or messaging your support team about any updates on their case. In such a scenario, it would be smart to tell the customer when they should expect the update. Also, it is important to let the user know that the company will keep them posted as often as possible.
Even customer support can’t promise an exact solution within the exact timeframe, the update is something that the support team can promise for sure. Besides letting the customer know about the current status of their request, such an act also builds loyalty and shows a caring attitude of the brand towards its customers.
The customer support operator, who hears customer complaints every day, does not know that 96% of callers feel shy referring to the support service and feel uncomfortable mentioning all details of the problem that troubles them. Many people do not want to seem intrusive or do not believe that they someone really wants to help figure it out.
The conversation with the client ends only when his problem has been completely solved and he is satisfied. Always try to ask this question: “Is there anything else that I can help you with?” Even the simple phrase “Is everything in order now?” is better than nothing. Provide your customer with the good support experience.
If a user is angry, upset, or frustrates, a customer support agent must be empathetic and show that they fully understand the customer’s feelings. Acknowledging these feelings and the mistake of the company is a better solution than just apologizing over and over again. The main goal is to retain customers and, in the end, make them loyal to the brand.
Although sometimes, there can be some issues not under the brand’s control, it’s still crucial to show empathy, acknowledge customer’s feels, and apologize for any inconvenience this situation may have caused. And then the next step is the company’s suggestion to solving the situation.
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 his money was twice written off from his account, they were late with the delivery of the goods and, to top it off, they mixed up the address of the delivery.
It is important to take a balanced approach to the form of expressing an apology, and if it is a question of delivering a gift, for example, name the situation as it is, the phrase “Allow on behalf of the company to apologize for the spoiled holiday” is appropriate here.
Some customers perceive the technical support service as online consulting and may require exceptional attention. In some cases, it is required to cool their ardor and refuse to help, but how is it appropriate to do this?
A user-friendly and polite language does wonders. If a customer support agent can’t guarantee the exact outcome, it’s important to deliver an encouraging and positive about the situation and finding the solution. This will help to increase the customer’s confidence in the business, as well as loyalty to the brand. Even if you can’t offer a solution, there’s always a way to offer a workaway that looks even better than the initially expected result.
Obviously, not all businesses like to receive messages on some flaws in their products or services, but that’s a 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 actually help brands to become better.
And such an action deserves appreciation and recognition, and that’s basically all that the observant user looks for. A polite and engaging reply will make such customers even more loyal to the brand.
“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 efficiently communicate those issues.”
– Kristin Smaby, “Being Human is Good Business”
Ignorance of the answer does not release from the work in the support service, and to answer the user “I do not know” is perhaps the most common nightmare of the operator. The most important thing here is not to make excuses, but to direct the conversation to a constructive channel. A rare type of people will not give you a couple of minutes to find the right answer for them, and believe me, people of this rare type will never be completely satisfied with your work.
Positive scripting is an approach of preparing templates for replying to frustrated customers the best way or keeping the communication with users in a positive fashion. Although customer support templates often cause controversy, when used the right way, they do good and no harm. The main point is to tailor such templates to every response to make them personalized and really empathetic.
For difficult cases or high support load, positive scripting works great. Also, it’s a great learning resource for new customer support agents. Still, it’s essential to emphasize the customization of such scripting, depending on each unique customer’s request. Too obvious positive scripting can turn into negative communication experience with the brand.
All these rules will definitely strive your business to the top. If you have no inhouse 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, customer support solutions, do not hesitate and contact us right now!