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…


Customer Support Technique #27

  Face-Saving Out It is never a good idea to embarrass or humiliate a customer, no matter the situation. Providing customers with an option for face saves them from embarrassment and prevents them from getting angry or frustrated as well. The best way to illustrate this is with an example. Imagine that a customer appears not to understand the instructions at all, even though they are given…


Customer Support Technique #26

  Explain Reasoning or Actions When customers don’t understand something that you say or do, it is easy to assume they won’t contact customer service for clarification. That's a mistake because the customer will have less knowledge on your company policies and procedures than you would as a longtime employee. Be sure to explain what your job is and why you’re performing it. It can be tricky…


Customer Support Technique #25

  Expert Recommendations One of the responsibilities of a customer service rep is to provide expert advice or make recommendations about products. Before offering advice or a recommendation, always check with the customer first. Here's a key point. When you give advice or make product recommends, always provide pros and cons and an unbiased recommendation.


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…


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…


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…


 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…


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.