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I understand the problem and will be happy to help you. ” Once you have the name, make sure to spell it correctly.Let’s see what I can do.” If the customer did not provide his name, you can ask for it. To avoid any confusion and a long chat, make sure you understand the customer’s issue before giving your instructions or offering solutions.
For example, if the customer is asking to be connected with a team member who is not available for a chat, you would usually say: “I’m sorry, Joan is not available right now. ” First you express empathy that the customer’s desire cannot be fulfilled at the moment – “I’m sorry”.
If you need some time to investigate the problem, ask the customer’s permission to put them on hold.
“Would you mind holding on for a few minutes while I am checking this with our administrator? I have the details of your latest payment, let me send it over to you.” If you feel resolution of their problem is going to take a longer time, ask the customer whether they would like you to call or email them back rather than waiting on hold.
Greeting should be professional, while remaining friendly and personal at the same time.
A good example would be: “Hello John, thank you for calling Provide Support. ” Or you can start with a shorter but more personal greeting: “Hello John! ” I am personally a fan of this one, as it works really well.
Greeting is important, as it sets the tone for the whole conversation.
Quite often the service agents fall into one of the two extremes: either their greeting is too short and informal, or too long and formal, both of which betray the lack of respect and concern for the customer.
It helps to build a lasting relationship with the customer, inspire future communication and create fans and advocates of your brand.
How to treat the customer to be able to appreciate all these benefits and escalate your service to a more professional and human level?
It is especially true with new employees who often need help finding the proper style of communication which would stick with your business objectives and allow them to maintain their authenticity.
Below are some guidelines on how a service agent can best handle the major key points in a live chat conversation. It may sound very basic, but actually not everyone does it right.
Many customers are actually surprised with this question, in a good way.