Connect the sentences by repeating the key words.
This report explains our new process for responding to client emails. There are 4 steps in this ___________________.
Answers
Explanation:
Even when you’re a highly skilled customer support professional who’s capable of holding friendly, nuanced, and helpful conversations with your customers, some conversations can get pretty tricky. What’s the best way to tell someone they can’t have a refund or that you can’t let them log in to an account they claim to own?
To make those difficult conversations easier, we’ve put together these templates that you can use for inspiration to craft the perfect responses. Use these 10 customer service response templates and examples to craft your own replies to these tricky support requests:
I want a phone call, now!
When are you going to add [feature]?
I want a refund!
Tweet me back.
Bring back [feature]!
I need access to an account.
Your plugin is failing.
I can’t believe it still hasn’t arrived!
I'm not doing your job for you!
"I need a discount!"
“I want a phone call, now!”
A customer is demanding a phone call to solve their issue, but you don’t offer phone support and/or aren’t able to call them. They may be threatening to escalate above you or cancel altogether.
Recommended approach
In a time of stress like this, your customer can feel like you are refusing to help them at all, even though it’s really a conflict about where the help will come from.
Your answer should:
✓ Be firm about what you can and can't do
✓ Reassure the customer that you are there to help
✓ Make it clear the customer is in control