9.06 Use proper communication techniques and professionalism
Introduction
Imagine customer support as a bridge connecting a person with a problem to a solution. In this lesson, you'll learn the techniques to strengthen that bridge, especially when emotions run high. Just as a sturdy bridge needs strong pillars, effective support requires empathy, clear communication, and calm problem-solving skills. By mastering these approaches, you’ll be prepared to navigate even the most challenging situations, keeping customers reassured and focused on solutions. These skills are not just about solving problems—they’re about helping others feel heard and supported, ensuring they can trust in your expertise every step of the way.
Ensuring an Effective Support Process
From the first contact, the support process should reassure customers that their inquiry will be handled efficiently. If a product issue is followed by a poor support experience, it can damage the customer’s impression of the company even further.
Proper Documentation
Visible Support Information: Ensure support contact details and hours are easy to find so customers know how to open a support ticket.
Clear Expectations: Documentation should outline what customers can expect, such as:
Items covered under support
Estimated time for issue resolution
Conditions under which an item may be replaced rather than repaired
Setting Expectations and a Timeline
Acknowledge the Request: When you receive a customer request (via call, email, or in-person), confirm the request by restating it back to the customer.
Set Next Steps and Timelines: Clearly explain the next steps and give a timeline. For example, "This issue has been assigned to David Martin. If you haven’t heard back by 3 p.m., please call me."
Clarify Key Factors:
Customer expectations on resolution and timelines
Customer concerns about cost and business impact
Your own constraints, such as time, parts, cost, and any contract limits
Meeting Expectations and Timelines
Timely Resolution: Aim to resolve the issue in one call if possible. If not, escalate to a senior team member for a prompt solution.
Ongoing Communication: Keep customers updated on the progress so they don’t feel the need to check in. Monitoring and re-prioritizing open tickets helps maintain agreed service levels.
Addressing Complaints: If a customer makes a valid complaint, acknowledge it honestly without making excuses.
For example:
"You're right—I'm sorry the technician didn’t arrive. I guarantee they’ll be there by 3 p.m., and I’ll notify my supervisor of your experience. I’ll call you back after 3 to confirm everything is resolved."
Repair and Replace Options
If the product issue can’t be fixed remotely, offer repair or replacement options:
Repair: Provide the customer with instructions on packing and returning the item, along with a tracking number and return authorization (RMA). Update the customer on repair progress.
Replace: Explain how the replacement will be delivered or re-ordered and if the defective item needs to be returned.
Follow-Up and Ticket Closure
Provide Resolution Details: After resolving the issue, explain the cause and what was done to fix it. Assure the customer that the problem is unlikely to reoccur.
Follow-Up Call: Arrange a follow-up call, if appropriate, to confirm that the issue hasn’t returned and the customer is satisfied.
Close the Ticket: Once the solution is verified and the customer is satisfied, log the ticket as closed. Send confirmation via email or phone to the customer, thanking them for their patience and support.
Respect as a Foundation of Professionalism
Respect is essential to professionalism, meaning you treat others and their property with the same care and courtesy you would expect.
Be On Time
Punctuality: Arrive on time for each scheduled appointment or call. If you’re running late, inform the customer as soon as possible.
Accountability: Be honest and positive when explaining delays. Example statements include:
“I’m sorry I’m late—let’s get started right away.”
“The printer needs a new part. I’ll call the office to find out when we can get one.”
“I haven’t seen this issue before, but I’ll look into it when I get back to the office and give you a call this afternoon. Does that work?”
Avoid Distractions
Stay Focused: Dedicate your attention to the task, avoiding unnecessary interruptions.
Limit Phone Use: Only take urgent work-related calls, and avoid personal calls unless it’s an emergency.
Respect Customer Time: Always ask for permission before putting a call on hold or transferring it.
Handling Confidential and Private Materials
Respect Customer Privacy: Do not open or view private files, emails, or apps without permission. If private files are open, ask the customer to close them.
Avoid Personal Use of Customer Equipment: Use customer devices only for resolving the support issue.
Respect Physical Privacy: If there are personal documents nearby, let the customer know and allow them to put these items away.
Keep Work Areas Clean: When visiting a site, keep your workspace tidy and leave it as you found it.
Practicing respect in all interactions builds trust and demonstrates professionalism, making each customer experience positive and reliable.
Key Aspects of Professional Presentation
The art of a professional presentation involves several factors, including appearance, language, and cultural sensitivity. Each of these plays an essential role in making a positive impression and delivering effective support.
Professional Appearance and Attire
Dress Appropriately for the Environment:
Formal Attire: Matching suit in neutral colors with minimal jewelry, usually required for initial client meetings.
Business Casual: Smart clothing suitable for most troubleshooting appointments. Avoid jeans, shorts, short skirts, and T-shirts.
Using Proper Language
Making a Positive First Impression:
When visiting a site, make eye contact, greet the customer, and introduce yourself and your company.
On a phone call, introduce yourself, state your department, and ask how you can assist.
Clear Communication:
Use simple, factually accurate language that the customer can understand.
Avoid jargon, abbreviations, and acronyms that might confuse the customer.
Example: Instead of asking, “Looking at the TFT, can you tell me whether the driver is signed?” say, “Is a green check mark displayed on the icon?”
Maintaining Professional Tone:
Speak respectfully and avoid slang or overly casual phrases like “Hey!” instead of “Hello” or “Good morning.”
Aim for a friendly but professional approach to keep the interaction comfortable and respectful.
Cultural Sensitivity
Understanding Cultural Differences:
Recognize that culture includes various elements, such as national customs, social class, and professional roles.
Begin with formal greetings, and adjust based on the customer’s preference. For example, address them by a title (e.g., “Doctor” or “Judge”) if appropriate.
Individual Treatment Over Stereotypes:
Remember that people may belong to several cultural groups, but their behavior is not strictly determined by these factors. Treat each customer as an individual, not based on assumed cultural norms.
Managing Language and Communication Barriers:
Use questions, summaries, and restatements to clarify understanding.
Visual aids and demonstrations can be helpful if there is a language barrier.
Respecting Personal Space:
Different cultures have different definitions of personal space. Be mindful of how close or far you stand from the customer.
By maintaining professionalism in appearance, language, and cultural awareness, you build trust and effectively represent your company in each customer interaction.
The Importance of Listening in Customer Support
Listening carefully helps you gauge the customer’s technical level, allowing you to pace and adjust your responses effectively.
Active Listening
Active listening is fully concentrating on what the other person is saying, without planning your response or letting distractions interfere. Techniques for active listening include:
Reflect and Restate: Repeating phrases or summarizing the customer’s points reassures them that you’re paying attention.
Take Notes: Jot down key information to keep an accurate record of the customer’s issue.
Clarifying and Questioning Techniques
Establishing technical facts often requires asking the right questions. There are two main types:
Open-ended Questions: These allow the customer to give their own view. Example: “What seems to be the problem?”
Closed Questions: These direct the customer to provide specific information, like “Yes” or “No” answers. Example: “Is there a light on the printer?”
Effective Questioning Steps
1. Start with Open-ended Questions: Invite the customer to describe the problem in their own words.
2. Guide Without Assuming: If the customer says, “The printer isn’t working,” ask, “What problem are you experiencing—does it turn on?”
3. Use Closed Questions to Clarify: Once you understand the issue, use closed questions to confirm specifics. Examples:
“What did the error message say?”
“Is the power LED on the printer lit?”
4. Take Charge When Necessary: If the customer provides vague responses, restate the issue and ask targeted questions. Example:
a. Customer: “I pressed a key, but nothing happens.”
b. Technician: “Pressing a key should activate the monitor. Since it’s not working, let’s check something else. Is the monitor light green?”
Adjusting Your Pace
Avoid overwhelming the customer with rapid-fire questions. Determine their technical comfort level and adjust the conversation pace to help them feel comfortable and engaged. This approach ensures a smoother troubleshooting process and builds customer confidence.
Maintain a Positive Attitude
Understand Customer Frustration: Often, an angry customer is simply frustrated by technical issues or feels let down by the product or service.
Show Empathy: Empathizing doesn’t mean agreeing but understanding their viewpoint. Example:
“I'm sorry you're having an issue with your new PC. Let’s work together to get it sorted out.”
Collaborate to Focus on Solutions
Recognize Signs of Frustration: Raised voices, rapid speech, and interruptions can signal a rising tension.
Calm the Situation: Use a low, soothing tone and focus on positive solutions.
Don’t Take It Personally: Understand that any anger is directed at the situation, not at you personally.
Handling Difficult Situations in Customer Support
Difficult situations can arise when you or the customer becomes, or risks becoming, upset. There are techniques to defuse this tension effectively and professionally.
Avoid Negative Reactions:
Don’t Argue: Remain calm and focus on facts that help resolve the issue.
Acknowledge Concerns: Even if you consider the issue minor, validate the customer’s concern and work on a solution.
Avoid Judgments: Don’t assume the customer lacks knowledge about the system.
Listen Actively: Allow the customer to explain their problem. Use the facts they provide to build a positive action plan.
Know When to Escalate: Follow company policy if a customer is abusive or threatening. Politely warn them about their behavior, and if it continues, escalate the call to a manager or end the conversation, documenting your reasons.
Avoid Posting Experiences on Social Media
Never share difficult customer interactions on social media. Instead, speak privately with a trusted colleague if you need to discuss the situation. Remember, social media posts are difficult to retract and can lead to unpredictable consequences.
Summary
Handling challenging customer interactions is a valuable skill that strengthens your professionalism and problem-solving abilities. By staying calm, empathetic, and focused on solutions, you help resolve issues effectively while building trust with customers.
Remember, defusing tense situations by listening actively, validating concerns, and maintaining a positive attitude showcases your ability to manage even the most difficult interactions professionally. These techniques not only benefit customers but also enhance your communication skills, making you a stronger, more resilient support professional.
