Providing outstanding customer support requires the experience of knowing just what to say and the wisdom to know the best way to say it.
We won’t fool you, though. Effective communication is hard. You have to be a good listener and speaker all while trying to provide someone with a solution. That’s not an easy task especially when someone is ready to bite your head off.
When it comes down to it, the majority of customer service communications revolve around having a problem and how you can fix it. Customers want to know their issues matter to you, not that you only see them as “Ticket #6829.” Everything comes down to how you communicate their importance and your desire to find a solution.
We’ll share a few short phrases that can make a big difference when trying to customer service communications.
Focus – “Great question, let me find an answer for you”
No matter if your new or not, not knowing the answer to a customer’s question is a difficult scenario. One of the biggest mistakes you can make is to turn their situation into your situation: “Sorry, I’ve never been asked that!” or “I’m sorry, I haven’t been here long.” Alternatively, you should keep the focus on finding the solution: “Great question, let me check with my manager for you.”
The few impatient individuals may mind a small delay, but the majority of your customers will be delighted that your working on finding the solution for them. They’ll surely walk away happy!
What makes the tip on focus so great is how flexible it can be in customer service. You can easily use it to focus on what you will do instead of what’s happened. Now that’s a slick move!
Closing – “I was more than happy to help.”
“Happy to Help”
Not every customer will tell you that they are walking away unhappy—in fact, very few will. They’ll just walk away.
To address this concern, think about “closing” a conversation, in a similar vein to a sales rep (after all, coffee is for closers only).
For support, closing means ensuring that the customer is satisfied. Ending your emails without a closing message can be risky, as it’s not inviting the customer to share further issues. Those are issues you sincerely want to hear about.
For an outspoken person like myself, it was initially hard for me to understand why some people might just slink away without bringing up additional problems. Maybe they don’t want to be a burden, or maybe they think you don’t care. Whatever the reason, you need to let them know that you’d be happy to hear them out.
That’s why I end 99% of my messages with, “Let me know if there’s anything else I can do for you—I’m happy to help.”
It’s my way of saying that it would be my pleasure to assist with any lingering concerns that may have cropped up, or answer any questions they may feel are “dumb.” There are no dumb questions in support.