When providing exceptional customer support, communication is pivotal in shaping the customer experience. Support personnel must choose words carefully to convey empathy, understanding, and professionalism. In this blog, we will explore the language dos and don'ts for support personnel when interacting with customers.
1. Focus on Solutions, Not Limitations:
Avoid using negative language like "can't" or "impossible." Instead, steer the conversation towards finding alternative solutions or workarounds to address the customer's concerns effectively.
2. Avoid Accusatory Phrases:
Using phrases such as "you're wrong" or "that's not correct" can be counterproductive. Opt for a more diplomatic approach, seeking clarification and understanding the customer's point of view.
3. Offer Assistance Instead of "I Don't Know":
While it's okay not to have all the answers, saying "I don't know" without further action can leave the customer feeling frustrated. Instead, promise to find the necessary information promptly or direct them to someone who can help.
4. Take Ownership, Don't Shift Blame:
Avoid phrases like "it's not my fault." Instead, take ownership of the issue and show the customer that you are committed to resolving it.
5. Empathize, Don't Dismiss Emotions:
Telling an upset customer to "just calm down" can exacerbate the situation. Express empathy towards their frustration and reassure them that you are there to assist.
6. Present Policies with Flexibility:
While policies are important, avoid stating them too rigidly. Seek to understand the customer's perspective and explore potential exceptions if appropriate.
7. Choose Language Carefully for Guidance:
Refrain from instructing the customer with phrases like "you should have." Instead, offer guidance and support in moving forward.
8. Avoid Mentioning Future Instances:
Using phrases like "next time" might imply blame on the customer. Focus on resolving the current issue at hand.
9. Sincere Apologies Without "But":
Apologies should be sincere and without conditions. Avoid phrases like "sorry, but..." that can negate the apology.
10. Offer Assistance Across Departments:
When a customer's query falls outside your area of expertise, don't just say, "That's not my department." Instead, offer to transfer the call/chat/ticket or provide relevant information.
11. Confidence in Inexperience:
If you are new to the role, avoid highlighting your inexperience. Assure the customer that you will do your best to help or involve a more experienced colleague if necessary.
12. Be Open to Change:
Resist using phrases like "we've always done it this way," which may appear inflexible. Stay open to considering alternatives and accommodating customer requests when possible.
13. Maintain Professionalism:
Lastly, but crucially, always uphold professionalism by refraining from using offensive or inappropriate language. For support on chat, please don't use GIFs and emojis.
14. Empower:
Make the customer smarter by sharing tips and tricks whenever you can. Sharing some techniques will not only result in customer satisfaction but also reduce the workload as they (customers) get better and smarter. Focusing on customer education is way more scalable than just unblocking them on their specific problems.
Effective customer support is about finding solutions and building a positive and trust-based relationship with customers. By choosing the right words and tone, support personnel can create an exceptional customer experience that fosters loyalty and satisfaction. Remember, a little empathy goes a long way! It is proof that you care.
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