Razvan Alexa

 Customer Support Technique #38

  Probing Questions This technique is the use of a series of questions to help clarify your customer’s needs, feelings, and wants. The probing questions will be simple ones that cover one issue at a time so as not to overwhelm the customer. While most questions are designed to help the interviewer explore a topic in more detail, probing questions elicit further information from customers.…


Customer Support Technique #37

  Privacy and Confidentiality Concerned about keeping their business and conversations private, customers may want to take precautionary measures. When dealing with personal information that you want to keep between the two of you, make sure it’s not overheard and make clear that you are taking steps to protect privacy. Here is a tip. Privacy and confidentiality are top of mind concerns for…


Customer Support Technique #36

  Preemptive Strike "Preemptive Strike" in customer service is anticipating a problem and addressing or acknowle- ding it before the customer brings it up. For example, when a customer has been waiting a long time, you can make an apology or empathize to show that you understand how frustrated the customer is without them having to complain. To avoid conflict, start by recognizing what the…


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…


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…


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…


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…