Here’s a typical unappealing response some reps use to transfer people: But many businesses don’t seek to help customers understand why they are being transferred. The problem is that sometimes you do need to transfer customers in order to better help them. There isn’t a single consumer out there who likes hearing, “Please hold while we transfer you. Try finding places in your response where a lot of negative language is present (“We don’t do that”) and see where positive language can be substituted. Positive language replaces negative phrases (“I can’t…”) and instead places emphasis on the solution, which is what the customer actually cares about. I can place the order for you right now and make sure that it is sent to you as soon as it reaches our warehouse!” With positive language: “That product will actually be available next month. Without positive language: “I can't get you that product until next month it is back-ordered and unavailable at this time.”
Here's an example: Let's say a customer contacts you with interest in a particular product, but that product happens to be back-ordered until next month. One of the most important skills in interacting with customers is the use of positive language to help avoid accidental knee-jerk reactions. Fortunately, there is a much better way to go about it. No ecommerce store owner or support champion likes to tell a customer that an item isn’t currently available. Placing the emphasis on the customer’s needs over your own situation (“I don’t know,” “I’m new here,” etc.) lets them know that it doesn’t matter that you don ’t know the answer because you’re going to do whatever it takes to find out for them. “Does the ‘Premium’ package come with X?” “Great question, let me find that out for you right now!”
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Below are a handful of troublesome scenarios you may come across, plus some guidance on how to handle them. Some of these scenarios can be quite hectic to deal with when they arise, and that’s where a little preparedness goes a long way. You may encounter these scenarios while working, or you may be quizzed on how you would handle them while interviewing for a new job. What are customer service scenarios?Ĭustomer service scenarios are difficult situations that you're likely to encounter as a support professional. They allow reps to have examples of what to say to customers in a tough situation but also give them the flexibility to adapt and add their own personality.
This is where flexible responses - in lieu of pure scripts - can be quite useful. Given the variable nature of interacting with customers, however, it’s easy to see how support center champs can benefit from some forward-thinking in dealing with tough customer service scenarios. Customer service should be a conversation rather than a cold, lifeless script.
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