Mastering support requires the experience of knowing just what to say and the wisdom to recognize the best way to say it.
Don't let the thousand-mile view fool you, though. Communication is hard. It’s made harder when you're trying to make the mundane memorable.
While the good, the bad, and the ugly of customer service gets most of the press(as with everything else), the majority of support conversations are pretty standard: "I have a problem," and "Let's fix that problem for you."
In these cases—the day in, day out—good service becomes great thanks to the pleasantness of the interaction.
Customers want to know that their issues matter to you; that you don't see them as “Complaining Person #5589.” How you communicate this means everything.
Let’s explore a few simple phrases that can be used to improve nearly every support interaction.
“Happy to Help”
Not every customer will tell you that they are walking away unhappy—in fact, very few will. They'll just walk away.
To address this concern, think about "closing" a conversation, in a similar vein to a sales rep(after all, coffee's for closers only).
For support, closing means ensuring that the customer is satisfied. Ending your emails without a closing message can be risky, as it's not inviting the customer to share further issues. Those are issues you sincerely want to hear about.
For an outspoken person like myself, it was initially hard for me to understand why some people might just slink away without bringing up additional problems. Maybe they don't want to be a burden, or maybe they think you don't care. Whatever the reason, you need to let them know that you'd be happy to hear them out.
That's why I end 99% of my messages with, "Let me know if there's anything else I can do for you—I'm happy to help."
It's my way of saying that it would be my pleasure to assist with any lingering concerns that may have cropped up, or answer any questions they may feel are “dumb.” There are no dumb questions in support.
You should avoid: ending conversations so bluntly that the customer feels you are hurrying them out the door. Even a simple, "Are you all set?" will do.
"I Understand How_ That Must Be"
What's with the blank?
What you use in that blank will greatly affect the tone of this message. A message that is obviously being used with an upset customer.
Here's a quick personal story: I ordered a gift for a friend of mine for his birthday from a hobby site. Usually, I couldn't care less about shipping on time—I'm patient and forgetful, the perfect customer!
However, this order was botched beyond belief. I was charged for and sent two orders instead of one, it was sent to my house when I specified my friend's address, and as the cherry on top, it was sent late.
The support person's response when I emailed in?
“I understand how annoying that must be.”
I’m sorry, I was far past annoyed. Call it a first world problem, but I was upset; she should have known to empathize with how upsetting that must be for me.
I know, I know—boo hoo. But upset customers are driven by emotion, not logic, as I was in that instance. I felt like I had let my friend down, and it made me frustrated in a situation I otherwise would have brushed off.
Use this phrase often and thoughtfully—read the customer's mood and relate with how he or she feels. Great support is defined by genuine empathy.
You should avoid: "That sucks." Any sort of communication that remotely resembles "sucks to be you" should be avoided like the plague. If the situation is minor and the customer doesn't have a problem, referencing it as "annoying" is perfectly reasonable, though.
"As Much As I'd Love to Help."
There comes a time when the only answer is “no.” Some requests just aren’t feasible. Maybe a customer is treating you like a consulting business. While some hand-holding is fine, they've got to learn to walk someday.
But imagine answering a genuinely enthusiastic request with a blunt “no.” It can sting. Stay firm but kind by stating how you'd like to help, but it’s just not possible in this situation.
