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Katerina Vinokhodova
When communicating with clients, we often talk about using a personal approach, but typical situations aren't going anywhere. In order not to reinvent the wheel every time, it is useful if you have templates that have been tested for a long time and work flawlessly. Keep a set of useful phrases for the most common situations.
Not every client will share with you that they are dissatisfied with the communication. Sometimes, clients are ashamed to admit that they don't understand something. Some people don't want to bother support services with questions, preferring to sort everything out on their own, and some people are too shy to tell you frankly that you're explaining something poorly.

Think of closing a support ticket like "closing the customer" in sales: the goal is that the customer's task is completely solved and they leave satisfied. When you add a phrase in the response that you are always there and ready to help, it is easier for the client to continue the dialogue if there are still unresolved questions. They don't feel like they're a burden or aren't smart enough to understand your explanations, but are free to contact you again.

End the conversation with, "Let me know if you need anything else. I'm happy to help!" That way, you leave the door open for the customer.

Don't say "Do you need anything else?" It's instantly interpreted by the client as "When will you leave me alone?"
Glad to help!
This phrase can be used when communicating with upset customers. This is an important stage: you join the client in their strife. Without that, you can't proceed to a constructive solution. Empathy first.

The most important thing here is not just to throw out a standard "I understand you," but to describe the specific situation in simple words, sincerely and personally.

For example, I recently didn't get my dresses from the dry cleaners on time. When I moaned about what I was going to wear on my date, the person replied, "Oh, I understand, your evening plans could be ruined! We'll think of something."

Use fresh, sincere language, adding context to the situation. Take inspiration from this article.

Avoid phrases like "I understand that you are uncomfortable," which usually sounds like "Calm down, man, shit happens."
I can imagine what it's like [situation]
This phrase is usually appropriate in two cases: when you can't immediately answer a complex question and need time to clarify, and when you are asked about a new service or functionality that you're not familiar with.

Instead of saying "I don't know, I'm new here," or "I'm sorry, but this is the first time I've seen this," just take a timeout: "Give me a few minutes, I'll check the documentation / ask my colleagues in the technical department and come back with an answer!"

Do not overestimate your abilities. Do not use "maybe you should..." or "as far as I know..." If you are not sure of the answer, it is better to double check.
Great question, I'll find out!
The client's wording and vision of the problem may not match your own. This is a very subtle point: if you do not understand the client, it will lead to you spending a lot of time on the solution.

An example from our tech support:
Can I clarify the details?

The employee should have clarified the details: "Can I clarify: you are trying to log in to Usedesk on your computer and you see an error, or are you talking about another application?"

Don't ask simply "What do you mean?" It pisses people off. It is best to give the client two options to choose from, in order to encourage them to give more detailed explanations. If there are no options at all, an open question will do: "Can I clarify what exactly happened? Describe the situation / your actions step by step; this will help us understand and solve everything quickly."

Your app doesn't work.
You probably made a mistake, we don't have a mobile app.
What does a mobile app have to do with it? I can't log in to UseDesk!
If a client informs you about a bug, a flaw, or an employee error, be sure to thank them. In conflict situations, this moves the client from to your side. They are not against you; on the contrary, they want to help.

It is important to correctly assess the severity of the situation and add gratitude at the right time. If the customer noticed a typo on the site, you can tell them at the very beginning of the conversation: "Thank you for telling us; we will fix it!"

If the problem is serious, for example: the courier was late, extra money was debited, or a bug is interfering with their work, first address the problem, and only after that is it appropriate to thank the customer. "[Here's how we found it]. Thank you for noticing the bug that our testers missed! We'll get to work on it."
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