Building a Language of Certainty- 3 Tips for Better Customer Support

Working in Customer Support, you will quickly learn just how much your clientele rely on you for success. You'll learn even quicker, how much they EXPECT from you. I've been in the hot seat myself; client calls in with an issue, and I simply don't know how to help. Soon enough they're frustrated, I'm frustrated, and the call is going nowhere. How do I get out of this? Fear not my dear reader, here I will share three tips for building a language of certainty which; assures clients they are in the right place, gives you the confidence to be unsure, and retains clients trust and patronage.

1. Assuring Language

Perhaps the most frustrating thing a client can hear when speaking with a support agent is, "I don't know." When a customer picks up their phone and dials your line, they are under the impression that they are going to the right place; your job as a support agent then is to assure them that they have. The truth is, what we all want to hear is, "I'm sorry this is happening, let me see if we have a resolution, and if not, let's think of one." Using language like, "I have a colleague who is an expert in this," "let me reference my company's policy for that," or, "I'm sure my team has encountered this," etc. in place of "I don't know," can provide client's the confidence that you may not have the answer now, but you are able to locate it. Most importantly, you want to command the conversation, and beyond any doubt, convince your client that you are able to gather the necessary information to resolve their issues. Building a bank of terms and phrases in your language of certainty, can afford you the voice of confidence needed in these tougher calls.

2. The Confidence to Be Unsure

If you do find yourself on a tough call, having to admit your uncertainty, it can be challenging. To help you prepare for these conversations, and brainstorm an effective vocabulary, consider these questions as a starting point:

1. What is the client asking? How can I make them feel heard in my language choice? (Hint: empathy and emotional intelligence are key).
2. If I do not know the answer, who does? Is there a reasonable time frame for resolution?
3. If there is not a known resolution, what is the best word choice for optimal damage control? How can I make the client feel that we are working to enhance our service in their favor without disrupting the goals of my company and department.

Remember that we will not always have the answer, nor will we always have a response that clients want to hear. By having a language of certainty beforehand, we are able to mitigate the potential negatives, and keep our clients on course for success.

3. Retention and Trust

Lastly, let's take into consideration that sometimes we have the answer, and the answer is not good news. We must rely on our language of certainty in these instances to build a strong rapport with our clients. Consider this, in the face of "bad news" we are always presented with the opportunity to inform clients of "what we can do." Our team recently challenged ourselves to pick up this habit of always informing clients, "We may not be able to do ___, but what we can do is ____" This provides the client a sense of security. By offering your customers alternatives, hopes for solutions, and workarounds, we empower them towards success, and restore their trust by offering them what appears to be tailored solutions.

Being a Customer Support Agent comes with some tough challenges. We all find ourselves dealing with clients who are upset, overworked, or grumpy. It is our job to find a reasonable avenue of communication, and build a level of trust with them to ensure they are successful with our service, and remain longterm customers. Building a language of certainty will help enhance your skill book, and boost success with customer. Let me know below what words, phrases, etc. you keep in your language of certainty.