When calling a support professional with a technical problem or issue, it can be frustrating to the user who clearly does not understand how to remedy the problem. The situation only intensifies when the user encounters short one-word responses or cryptic questions from the support tech.
Users want to speak to a human being who cares. Well-trained support tech are essential to the success of any customer service business.
Having a conversation with someone who is personable and friendly but professional enhances the customer experience and makes them feel valued.
Here are some ways to ensure you are doing just this:
Keep it positive
After the initial introduction, follow with phrases such as
“How may I help you?”
“How may I be of assistance?”
This is a positive way to open up the conversation. It’s much better than the lingering silence preferred by some support tech.
Keeping the conversation positive benefits for all parties. Avoid asking: “What is the problem?” or “What’s wrong?” as these are negative sounding phrases.
Repeat the issue back to the client
Users want to know they’re being listened to and understood. By repeating the conversation back to them, it shows the user you’ve listened to them. It also clarifies the issue and gives the user a chance to correct you if you’ve got it wrong. This can save time and money for all concerned.
User: “My desktop keeps freezing and crashing and I’m losing all my work. I’m also having issues with emails not being sent.
Support tech: “Okay, just to ensure that I’ve understood correctly, we have two separate issues. First, your computer keeps crashing and losing your work and, second, you’re having a problem with your email system. Is that correct?”
You can almost always guarantee that a user calling in with some kind of problem is already going to be experiencing a certain level of frustration. They may even be angry.
Showing empathy signals to the user that you understand what they’re going through and how it’s affecting them.
It’s a great way to placate someone that’s being less than friendly.
A phrase to keep in mind is:
“I understand how (blank) that must be for you.”
Fill in the blank with the appropriate word. Listen carefully to the customer and match what they are saying.
Words like “frustrating,” “annoying,” and “difficult” can all be used to form a sentence that can be used to show empathy.
Customers want to know that their problem is easily fixed and will be dealt with promptly. By affirming that you are going to take action, you show the customer that you are able to solve their issue effectively.
Use the following phrases to affirm action:
“I can definitely help with that.”
“No problem, I can solve this issue right now.”
“It’s a complex issue, but I can assure you we will be able to fix it.”
“This is going to take a bit of time to resolve but we can do it and I’ll keep you updated at every stage.”
What if you can’t help?
Don’t worry if someone calls in with a problem you can’t deal with. Using positive, friendly language, you can let the customer know what to expect.
“That’s a great question. I’m going to speak to the experts on this matter and get back to you in (state timeframe).”
“Okay, I’m going to put you through to someone who is a specialist in this area.”
Other positive phrases
Keeping the conversation positive is crucial if you’re going to come across as a friendly human being that can help. Here are some other phrases to keep in mind:
“I assure you …”
“Not a problem.”
“I’m going to take care of this for you.”
“Thanks for bringing this to our attention.”
“I understand where you are coming from.”
“Thank you for your patience.”
“Is there anything else I can do for you today?”
Words to avoid
Avoid negative words and phrases. Do not blame or patronize the user.
“I don’t know.”
“We don’t do that.”
“That sounds awful.”
“You made a mistake.”
“That’s too bad.”
“You don’t know how this works.”
“I don’t have time to help you on this right now.”
Keeping the conversation friendly and positive will make your users happy and strengthen trust in your service. More importantly, it will make you sound like a human being that listens and cares.