Supprt.

Read our article on our CEO's LinkedIn about conversational reviews: why is that matters and how to start doing it.

Link - https://bit.ly/3dC7cSh

🤯 Asking for something impossible: Examples

We have taken some exsamples and sorted them out according to our rules given in the previous post.

Some of them help solving client's problems: to understand why the client asks for impossible, to explain the refuse and to give an alternative. The other part explaining how not to change a decision, and how to end the conversation if it starts to go by cycles. Stay tuned for the Part 2!

How to refuse a client if they ask for something impossible? Read in our cards ⬇️

One of the most important support worker's skills — to know how to respect client's time.

Here are some points below on how to show your clients you care about their time:

Support Handbook to build your best support
What is a support handbook and how do you write one?

Every time we are faced with a need to teach our support agents some soft skills and basics, we take it upon ourselves to write a support handbook for them. You'll certainly need one if you want to show your agents how to decipher and solve customers' real problems, while always remaining polite and friendly.

Here we will talk about what goes into a support handbook and how you write it.

A support handbook is a guide with a detailed description of how to take care of yourself, your work, and your clients' problems. Each well-written postulate is illustrated with examples to help teach new agents and improve your team's overall skills.

The purpose of the support handbook is to gather in one place all the principles of dealing with your clients, as well as all the rules of working with texts. A handbook also contains answers to some important questions, such as: What's the main role of your customer support, and how do you approach your customers' problems to satisfy them?

A support handbook therefore:
Defines who your customer is and what the main tasks of your support team are
Sets out a list of rules for how your agents should handle your customers' problems
Describes your style for chat communication

What's more essential for you here: a quick response, its eloquence, or your agents' friendliness? How not to come across as standoffish? How to articulate your thoughts well? Each support team should have their own answers to these questions, and that's why there can never be 2 identical support handbooks.

We've already written support handbooks for Finom and Anna.Money, so let us tell how we did it and how you can do it too.

Next time we will talk about the first step you need to write your own handbook. Stay tuned!

Inga Labakhua

How to deal with clients' negative emotions:

Hear them out and let them vent.
Take it slow and don’t try to reply to every client’s message, especially if they keep flooding the chat. Allow them to fully express their frustration while you search for a solution!

Apologize if the company is responsible.
Support should apologize if the product is to blame. If the client has wasted their time because of the company, offer an apology. However, do not apologize if the company is not guilty.

Don’t shut the client up with a promo-code.
Your main priority is to genuinely help, not simply to get clients to stop yelling at you. Remember that by offering a promo-code, you are only buying the client's patience but not solving their problem.

Solve the problem.
It’s the best you can do—and the faster the better.

Offer an alternative solution.
If you can’t provide a refund, offer cashback. If you can’t deliver to a certain address, ask for the address of a client’s relative. Figure something out!

Make sure that everything is okay.
Have you sent your client to cut a lot of red tape? Ask them how it went. Demonstrate to them that you are worried and genuinely care about them.

Hug: Give a bonus.
Have you solved the problem? Now, if the company is at fault, give the client a promo-code, a discount, or a bonus to compensate for their inconvenience and wasted time.

5 TED lectures about customer service.
Kind reminder that we’re all human.

Celeste Headlee: 10 ways to have a better conversation
Advice from a radio host
Remember that listening is equally important as talking.
https://lnkd.in/ediGw4Ba

John Gerzem: The post-crisis consumer
Customers’ behavior during a crisis and how it leads to an opportunity of positive change.
https://lnkd.in/eT84KJTi

David Bequette: The Customer Revolution in Customer Service
Fascinating insight into history and personal experience story of building good customer service.
https://lnkd.in/ed-WE4VN

Steven van Belleghem: What if customers become friends? -
A naive fantasy or an opportunity for profit.
https://lnkd.in/eTuH92uX

Laura Hockenbury: Hidden Costs of “Service with a Smile”
Everyday transactions can become meaningful moments of human interaction. A smile makes massive difference.
https://lnkd.in/erzQxPsd