Customer Support Technique #24
Expediting
Expediting means “making things go faster.” In other words, give the impression that you are doing things to speed up whatever process the customer is trying to get done. You can convey this by talking more quickly and more emphatically, while clearing away barriers that may be slowing down progress toward getting what the customer wants.
Customer Support Technique #23
Empathy Statements
Empathy statements are meant to placate the customer and show that you understand their frustration.
You may not understand why a customer is angry, but listen to them.
“It must have been a bummer to find out the product didn’t work.”
Here’s how to present an effective empathetic statement. State the emotion and identify where it came from (for example, “I am angry because of the delay at customs”). Avoid more general statements like “I understand what you are going through.”
Customer Support Technique #22
Distraction
One way to help an angry customer is by drawing their attention away from you. This involves showing the person a physical object and breaking eye contact with them until they are calmer.
A common issue people uncover when they review their policies is that the expiry date doesn’t match with what was communicated on the policy renewal notice.
Any object can be used for visual aids, but the object should be relevant to what is being discussed.
Customer Support Technique #21
Disengaging
Disengaging is a technique that's most commonly used with an aggressive customer to help halt emotions and prevent arguments from occurring.
Disengaging means taking a break from the interaction to allow both parties to calm down or think more clearly, so when the conversation resumes it’s not as heated.
Once a conversation becomes unrewarding, it's easy to offer an excuse for the completion at a later time.
Here are two common ways to end a conversation:
"Mr. Smith, let me check on your file for a minute before we continue."
"I think it's time for both of us to take a break and then approach this issue fresh tomorrow. I can be available at any time you choose."
Disengaging is similar to using time-outs in that it gives the customer an opportunity to calm down. Unlike a timeout, disengagement does not require the customer be left alone, but relies on suspending conversation as its power.
Customer Support Technique #20
Contact Security/Authorities/Management
Most employees are not trained in security, self-defense, or other methods for dealing with a violent customer. The situations is outside of the employee’s job scope.
Don't take on the responsibility of policing. If you are faced with any situation that may be violent or pose a security threat, contact security personnel, management and/or the police. If your company has an established policy on this issue follow it.
When threats are made in person, it is important to only record the incident and call the authorities.
At the very least, you need to notify your manager immediately. Safety in a crisis is paramount for all parties involved.
Customer Support Technique #19
Completing Follow-Up
Obtaining a follow-up is simple if you arrange for it in advance. If you don’t have as much time to spend on the task, then contact the individual assigned with that duty and communicate your request for information accordingly.
Customer Support Technique #17
Common Courtesy
Depending on the country or area, common courtesy may range from using thank you manners to standing in line.
Many people take politeness for granted, but this simple courtesy matters more to a customer/guest than you might imagine.
You can add your own ideas to what constitutes common courtesies for the people you serve.
When employees are stressed or rushed, they can unintentionally stop using common courtesy. It’s a natural mistake because it's easy to focus on simply getting the task completed (being task oriented) without considering how you interact with your customer (process orientation).
In the absence of a pressing emergency, it's important to be polite and courteous.
A customer’s bad behavior can have seemingly unavoidable repercussions for those at the customer service desk.
When you fail to display basic manners, the situation will deteriorate. You may have experienced this for yourself when your polite conversations and gestures change someone’s attitude from hostile to friendly.
Customer Support Technique #16
Closing Interactions Positively
A relatively simple way to end conversations, ending interactions with pleasantries often involves offering some pleasantries (e.g., “Thank you for coming in” or “I appreciate your patience and apologize for the delay”). You should end every interaction, even if it is tough, on a positive note.
Customer Support Technique #15
Broken Record
This technique is used with customers who won’t cooperate when it comes to finding a solution. Its intent is to send this message: We're not going to continue talking until we figure out the issue I want us to prioritize first.
It involves restating the same thing in different ways until it is clear to your customer. An example of how this might work, "You have a number of options. Which would you prefer?"
You can [option one] or [option two]. Do you have a preference?
One message can get broken up into four or five messages in order to make the customer's decision.
It can also be used to express empathy when a customer is too angry to engage in problem solving.
Customer Support Technique #14
Bonus Buyoff
This technique is nothing more than offering compensation to appease a customer, which often takes the form of giving them something.
If an organization makes a mistake, they are sometimes required to apologize. Sometimes, these apologies are mandatory even when the organization didn't make a mistake.