This post lists some phrases, sentences, questions or strategies you can use in various parts of customer service or support calls to make your interactions more conversational rather than transactional.
General Communication Tips:
To create the right responses, you must:
LISTEN, listen to their tones and pauses for their feelings.
The basic formula is:
Listen to the person when they are talking. Note something they are saying or a word they are using.
When it’s your turn to talk do this:
Acknowledge what they have said, possibly using a word they used. For example, “You have not been able to login to your account for a week now, even though you have repeatedly submitted a password change….
Note how you can help, possibly with tips about how you have helped someone else with this before or recently:
I’m sorry that you are experiencing this. I am glad you called in because in our recent upgrade, this has happened to many customers….especially customers who have been using our system for more than two years.
End with a question:
Have you also been using our system for more than two years?
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