Customer Support Technique #38
Probing Questions
This technique is the use of a series of questions to help clarify your customer’s needs, feelings, and wants. The probing questions will be simple ones that cover one issue at a time so as not to overwhelm the customer.
While most questions are designed to help the interviewer explore a topic in more detail, probing questions elicit further information from customers.
For example, "What brought you in today?" This is a question. An alternative may be to say, “I see you are browsing the plasma TV sets. Are you interested in more information about them?”
If a customer says yes to buying a television, the employee might ask them if they're interested in any particular size. The conversation can continue for example with the employee asking simple questions about the TV sizes to be based on what has been said before.
The question-and-answer process demonstrates your attentiveness and interest in specifics.
Customer Support Technique #37
Privacy and Confidentiality
Concerned about keeping their business and conversations private, customers may want to take precautionary measures.
When dealing with personal information that you want to keep between the two of you, make sure it’s not overheard and make clear that you are taking steps to protect privacy.
Here is a tip. Privacy and confidentiality are top of mind concerns for some customers, even if the customer isn’t discussing personal information. Offer to safeguard privacy and promote confidentiality at all times.
Customer Support Technique #36
Preemptive Strike
"Preemptive Strike" in customer service is anticipating a problem and addressing or acknowle- ding it before the customer brings it up.
For example, when a customer has been waiting a long time, you can make an apology or empathize to show that you understand how frustrated the customer is without them having to complain.
To avoid conflict, start by recognizing what the customer is feeling.
Customer Support Technique #35
Plain Language
We often forget that customers don’t have the same knowledge of jargon and acronyms as we do. Translating our technical language into useful plain language helps everyone understand what we are trying to say.
For example, computer technicians might use the term “LCD” to refer to a liquid crystal display monitor with other engineers, but it may prove unfamiliar for many non-techies.
A good technician will catch this and translate it into more familiar terms for customers. The translation might be a computer monitor, which is easier to explain to American citizens or residents.
It's not just the term you have to explain but what that kanji means as well so make sure prepared before going on a sales call with overseas clients!
The employee may not know what the HR professional is talking about when they use words like 401k, compensation or spousal benefits.
So, the HR employee could replace “401(k)” with “company retirement account.” Additionally, they could replace “compensation” with salary and "spousal benefits" with medical insurance for your wife and children."
In this revision all terminology is changed to be more understandable for the general audience.
How to Write Your Customer Support Content
Use a real life example to support your point.
Our help content is filled with examples that are reflective of the problems faced by our customers, which provides a real-life perspective.
Describe your experience with the product
Professionals using a product are in the best position to share their experiences about it. Hiring lecturers from your organization not only helps you create content for new customers, but also allows them to utilize your employees’ expertise and creativity.
Match your customer’s language
Customers need the product that solves their pain points, not the features of a solution. It is important to write articles in language customers understand when trying to find help with a problem.
Show as well as tell
As a business, you owe it to your customer not to waste their time. Wouldn’t it be better if they could actually just see what you are talking about?
Design documents to be legible and scannable
To increase customer engagement, use headings and paragraphs to break up text. End each paragraph with white space to enhance the reader's experience.
Return to articles often
Once content publishing is finalized, don’t let it go stale. Establish a recurring schedule for periodically reviewing articles that are both highly and strategically relevant to your business, so that timely feature releases do not have an adverse impact on how you explain your stuff.
Customer Support Technique #34
Offering Choices/Empowering
Customers get frustrated when they feel that the options are too limited, and it is hard to break through red tape.
In order to counter negative feelings for customer service professionals, offer as many choices as possible. This shows respect for their wishes and helps customers exert some positive control over discussions when they would rather not have the discussion if it were up to you.
One of the easiest ways to create rapport with and prevent conflict escalation with someone is by offering them a choice of coffee or tea.
Customer Support Technique #33
Not Taking the Bait
One of the simplest techniques you can implement when an angry customer is giving a series insults, comments or other disrespectful comment to you is not responding at all.
Typically, it is not a good idea to directly address customer complaints. The goal in this situation should be to empathize rather than argue with the customer. This method will save you more time because you won't need to reiterate your argument or talk about the comments further.
One tactic to avoid conflict with difficult customers is not taking the bait. This tactic may be challenging but will keep you from getting upset or forgetting what's important in your day.
Customer Support Technique #31
Leveling
Leveling is a communication style that does not involve blaming or strong emotions. It primarily starts by being honest and straightforward.
One of the best customer service techniques is passive communication with your customers. It’s a great way to be open and honest, but it should only be used by companies that have been serving their long-term customers for years.
Customer Support Technique #30
Isolate/Detach Customer
To help customers calm down and think about the situation more carefully, it is a good idea to take them away from other customers so they don't feel like they are part of an audience.
Customer Support Technique #29
Finishing Off/Following Up
Follow-up or finishing off is the process of resolving any issues with customers after a problem has been solved.
When contacting a customer to follow up, it’s important to introduce yourself by name and mention the topic at hand. You should explain why you are making contact and then ask if this is a good time.