Keep a selection of useful phrases for the most popular obscure situations.
When communicating with a client, we often talk
about personal approach, but typical situations are not going anywhere. Each time you do not have to reinvent the wheel and do not get up in a stupor, it is useful if you have at hand templates that have long been tested and work flawlessly. Keep a selection of useful phrases for the most popular obscure situations. Not every client will share with you that he was dissatisfied with the dialogue. There are times when a client is ashamed to admit that he or she doesn't understand something. Someone doesn't want to burden the support team with questions, deciding to figure it all out on their own, and someone doesn't dare to say that your explanation is blatantly wrong.
Think of closing a call as "closing the customer" in sales: the customer's goal is to be delighted and leave satisfied. When you add the phrase that you're always there to help, it's easier for the customer to continue the dialogue if there are unresolved issues. He does not feel like a burden or not smart enough to understand your explanations and freely turns to you again.

By ending the dialogue with the phrase, "Let me know if you need anything else, I'm happy to help!" you leave the door always open for the client.

Not to be confused with the almost boorish "Anything else you need from me?" which is instantly interpreted by the client as "When are you going to get off my back already. "
Happy to help!
Katerina Vinokhodova
Usedesk co-founder
This phrase can be used for communicating with an upset customer. It's important: you join the client in his grief. Without it, you cannot move on to a constructive solution. First - sympathy.

The most important thing here is not just to write "I understand you," but to describe the specific situation in simple words, sincerely and personally.

For example, recently I was not brought a dress from the dry cleaner on time. On my lamentation about what I will now go on a date, the expert replied, "Oh, I understand, planning evening can be spoiled! We'll figure something out. "

Use fresh, sincere wording, adding context to the situation: take for inspiration in this article.

Avoid any boilerplate "I understand that you're uncomfortable," which to the client usually sounds like, "yep, that is hard."
I can imagine what that [situation] is like
This phrase is usually appropriate in two cases: when you cannot instantly answer a tricky question and need time to clarify it, and when you are asked about some new service, a functionality that does not fit within the framework of standard procedures.

Instead of answering "I don't know, I'm new here" or "Sorry, this is the first time I've encountered this," just take a time out: "Give me a few minutes, I'll check in the documentation/colleagues in the technical department and come back with an answer!"

Don't overestimate your strengths, don't use "maybe I should..." or "as far as I know, it's..." when talking to a client. If you're not sure of the answer, it's better to double-check.
Excellent question, let me check!
The wording of the client and his vision of the problem may not coincide with yours. This is a very subtle point: if you and the client do not understand each other, it will lead to a lot of time spent on the solution.

An example from the work of our support team:
May I clarify the details?
The employee should have clarified the details: "Can I clarify: are you trying to access Usedesk on your computer and seeing an error, or are we talking about a different application?"

Don't just ask, "What do you mean?" it's infuriating. It's best to give the customer two options to choose from to push them into a more elaborate explanation. If there are no options at all, an open-ended question will do: "May I clarify exactly what happened? Describe the situation/your actions step by step; this will help you quickly figure things out and resolve them."
- Your application doesn't work!
- I'm sorry, it looks like mistake, we have no mobile app.
- What does the mobile app have to do with it? I can't log in to Usedesk!
If the client tells you about a bug, defect, employee error - be sure to thank him. In conflict situations, it transfers the client from the opponent's side to your side. He is not against you, but on the contrary, helps.

It is essential to properly assess the criticality of the situation and add gratitude at the right time. If a customer notices a typo on a website, you can say at the beginning of the conversation: "Thanks for letting us know, we'll fix it!"

If the problem is severe, for example: the courier was late, some extra money was written off, a bug is interfering with your work - first the investigation, and only after the decision is appropriate to thank the client. "[That's how we solved it], thanks for noticing the bug that our testers missed! We have something to work on."
Thank you for pointing that out
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Книга Юздеска о клиентской поддержке
Книга Юздеска о клиентской поддержке