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.
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.
Customer Support Technique #28
Finding Agreement Points
You are more likely to have an argument with a customer if he or she perceives you as being against them. One technique often used in hostage negotiations to create a sense of “we’re on the same side” is looking for things the customer says that you can agree with.
Keep the tone of your conversation light and engaging by discussing topics unrelated to why you are talking to the customer.
Customer Support Technique #27
Face-Saving Out
It is never a good idea to embarrass or humiliate a customer, no matter the situation. Providing customers with an option for face saves them from embarrassment and prevents them from getting angry or frustrated as well.
The best way to illustrate this is with an example. Imagine that a customer appears not to understand the instructions at all, even though they are given written information for reference and are told everything verbally before hand as well.
The employee could say, “If you want to learn more about the material we gave you, let me know.”
“Maybe the written material is not clear or I haven’t explained myself well, so let me see if I can talk you through this since it can be complicated.”
This removes the blame component by putting responsibility on the customer's side, while not trying to point out any comprehension difficulties they may have.
Customer Support Technique #26
Explain Reasoning or Actions
When customers don’t understand something that you say or do, it is easy to assume they won’t contact customer service for clarification. That's a mistake because the customer will have less knowledge on your company policies and procedures than you would as a longtime employee.
Be sure to explain what your job is and why you’re performing it. It can be tricky when a customer doesn't understand the things you're doing that she should just get used to, so make an effort to provide them with additional information whenever possible.
"When you come in next time, all of this will already be entered into the computer.
"Here’s what I need to do: [explain action]."
Customer Support Technique #25
Expert Recommendations
One of the responsibilities of a customer service rep is to provide expert advice or make recommendations about products.
Before offering advice or a recommendation, always check with the customer first.
Here's a key point. When you give advice or make product recommends, always provide pros and cons and an unbiased recommendation.