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Customer service training is the most important part in achieving these goals.
Professional line of communication is not that obvious to expect your service agents to get at it intuitively.
Chat etiquette plays a huge role in customer service.
Professional and authentic interaction with clients goes far beyond the opportunity to make a sale.
So if you have to transfer, do it only when it is absolutely necessary.
Otherwise, try to find out the information for yourself.
Here’s how you can play it out nice: “That is a good question, let me find out for you.” “I’m not sure, but let me find out for you.” “I’m sorry, I don’t have the information on that. I will clarify this with our manager.” “I’m sorry, I don’t have the information on that. I will find this out with our accounting department and get back to you shortly.” “I’m sorry, this question would be out of my expertise, but Daniel from the tech support department will be able to help you. ” It is no secret that most customers do not enjoy being transferred.
We are going to resend it now to the correct address and add a few more days to your subscription to make up for our error.” Saying a blank “No” to the customer may appear quite rude.
The best approach is to use the “Compliment Sandwhich”, my favorite tactics which John Rydell beautifully describes in his article “Simple Tips on Having the Hard Conversation”.
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.
There are many ways you can ask for clarification politely: “Let me check that I have this right…” “Let me see if I have this correct, you want me to…” or “You would like for me to…?