For effective customer service – Times have changed in 2019.
Effective customer service is now an integral part of a business’ long-term success, and you need a plan to make sure you can respond quickly and effectively. You need a plan for effective consumer relations, and it might look something like this:
We used to be able to say please and thank you and customers would be happily on their way. “Service with a smile” was enough then – in 2019 – it’s not anymore!
If you’re looking for an effective customer service plan and the ways to handle 2019’s customer care, then you’ve come to the right place.
In this guide, I’ll show you essential and effective customer service phrases for 2019 and walk you through examples of how to turn the worst client’s crisis into a positive customer service experience.
What kinds of crisis might clients face?
Sometimes things can go wrong, and this results in difficulties for clients. Here are some examples of crisis that may occur that would require effective customer relations management:
- Lack of understanding of how to use purchases
- Lack of information regarding issues experienced
- Technical errors which inhibit operations or monitoring operations
- Inability to use a function or feature of a product
- Reduced performance of a product
Key Skills for Effective Customer Service
When a customer expresses that they are having difficulties, it can often be expressed in anger, rudeness or even sadness. Try to think through the following process (very quickly) before responding to the client:
- How does the client feel?
- Can I empathize with that feeling?
- Is it possible that external factors are influencing this client´s behavior?
- Can I see the issue that the client is facing?
- Is there a good solution that I can implement fast?
Emirates Airlines once implemented customer service training for their agents which asked them to imagine that each of their clients that complained was having the worst day of their life.
By imagining the client under immense distress from external factors they were able to show more patience, kindness, and understanding. In 2019, effective customer service comes from embodying these qualities.
So, let’s get into it and start turning frowns upside down with excellent customer service:
The following is a customer response process that Telesero Cloud implemented earlier this year, and it has been immensely successful at improving customer satisfaction. Below is your customer service plan to respond in difficult situations to help to diffuse and deescalate a situation.
Of course, sometimes we may have to slightly alter the customer service process to the situation depending on what is required. This process takes the customer from a moment of stress and moves them towards a more positive frame of mind.
Acknowledge: Recognize the client’s problem.
Here are some customer service set phrases that you can use to acknowledge the client’s emotions which helps to diffuse and de-escalate a situation. Effective customer service in 2019 requires you to have a plan for dealing with clients concerns.
Sometimes we may have to alter messages to suit the circumstance slightly:
- We understand that this is a frustrating issue.
- We can understand your frustration with this problem.
- We acknowledge that this issue is causing problems.
- We respect that you are upset with this issue.
- We can understand why you are upset about this issue.
- We have understood that this is an issue that is affecting your operations.
- We recognize this issue as disruptive to your operations.
Reassure: Tell the client you’re on their side!
Here are some customer service set phrases that you can use to reassure the client which helps to diffuse and de-escalate a situation. Effective customer service in 2019 requires you to have a plan for dealing with clients concerns.
(Working Hard) + (Will Update)
- We are working hard on fixing this for you and will get back to you shortly
- We are doing all that we can to get this up and running and will get back to you
- We are aware that there are some issues and will get back to you with updates
- We know that there are some problems and will keep you updated
- We are on the fix right now and will have you up and running as soon as possible
- We will have things back up and running as soon as possible
Apologize: Make sure the client knows you’re sorry!
Here are some customer service set phrases that you can use to apologize to the client which helps to diffuse and de-escalate a situation.
Effective customer service in 2019 requires you to have a plan for dealing with clients concerns.
- We are very sorry for the inconvenience this has caused.
- We apologize for any issues that you might be facing.
- We apologize once again for the problems you are experiencing.
- So sorry that you are having difficulties with this.
- Many apologies for the issues that you are experiencing.
- Our apologies that you are experiencing problems with this
Recover: Turn it into a positive customer service experience!
After the customer’s issue has been resolved, we want to recover any damage we may have incurred and turn a negative into a positive. Here are some set phrases that you can use to recover.
Sometimes we may have to alter customer service messages to suit the circumstance slightly:
- We aim to be the best business partner that we can so we are happy this is resolved
- We will make sure that this does not happen again
- We are always working hard to make sure we improve the service that we offer
- Thank you for the information that you provided in resolving this
- Thank you for your patience throughout this process as we worked to resolve
- We are pleased that the issues have been resolved and will continue to improve
Phrases to Avoid
- Brief “checking” messages – will check or checking on it. If a client is in crisis, these phrases should not be used as they appear to reduce the urgency of the issue that the client is facing.
- Brief “no” responses – sharp responses like “nope” or “no” without an explanation will not help the client to understand why a request is not possible.
- “It´s not us” – if a client is experiencing an issue that isn´t our fault we have to give them an understanding of where the issue lies. Simply stating “it´s not us” or “it´s not our fault” doesn´t help the client in the long run and isn’t a great strategy for customer service.
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