{"id":8985,"date":"2019-02-22T19:18:13","date_gmt":"2019-02-22T13:48:13","guid":{"rendered":"https:\/\/www.instamojo.com\/blog\/?p=8985"},"modified":"2020-12-17T17:03:20","modified_gmt":"2020-12-17T11:33:20","slug":"customer-support-interaction-tips-small-business","status":"publish","type":"post","link":"https:\/\/www.instamojo.com\/blog\/customer-support-interaction-tips-small-business\/","title":{"rendered":"5 Customer Support and Interaction Tips you Shouldn&#8217;t Ignore"},"content":{"rendered":"<p>Customers are the core of any business. But no two customers are the same.\u00a0<span style=\"font-weight: 400;\">A career in <strong>customer support<\/strong> entails taxing interactions with the clients and to maintain an amicable rapport. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Handling emotions are pivotal in this process and require attention.\u00a0In addition to that, maintaining a positive relationship by catering to the customer\u2019s needs and improvising efficacy on a regular basis are the other crucial factors. <\/span><\/p>\n<blockquote><p><strong>As a customer support executive, understanding the core emotions of the customer, drafting responses to queries\/complaints, and communicating resolutions effectively are the key pillars of the business.<\/strong><\/p><\/blockquote>\n<h3>Customer support 101: Talk to them, literally.<\/h3>\n<p><span style=\"font-weight: 400;\">Understanding emotions are easier if it is a voice process. Human interactions take precedence over any other forms of tech-based support. Comprehending them over emails and chats require a lot of training and experience. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">To be in sync with the issues of the customer and to make them comfortable the agent has to be well versed with product research and experience.\u00a0The best way to do this is to be in constant touch with the core product team of your company, who can help you in being updated on the day to day product releases and changes, which in turn helps you in predicting an error.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">There are two features that support agents can implement to offer a seamless experience to customers:<\/span><\/p>\n<ul>\n<li><strong>Empathy<\/strong> &#8211;\u00a0<span style=\"font-weight: 400;\">Being empathetic is an ability to understand the perspective of the customer and to step in their situations before coming to a conclusion.<\/span><\/li>\n<li><strong>Etiquettes<\/strong>&#8211; Politeness and good listening skills go a long way.<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Using these two soft skills, a customer support agent is better equipped to handle difficult customer interactions. <\/span><\/p>\n<h3>Below are certain pointers that may help one frame appropriate responses<\/h3>\n<h3><b>Get clarity<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Your first response to the customer\u2019s concern can do wonders. Understanding the exact requirement of the customer plays a vital role in how your discourse with them will pan out. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">You can always <em><strong>ask for more details<\/strong><\/em> in your first email if you have any doubts regarding their concern. This also gives an impression that you are putting in the effort to assist them and adds to the clarity. Also, it\u2019s a great idea to address them with their name as much as possible. Here\u2019s a general template sample you could use:<\/span><\/p>\n<pre><span style=\"font-weight: 400;\">\u201cHello ABC,<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Hope you are doing good. I will be assisting you with your requirement. Before that, could you please elaborate on your concern a bit more so that I can understand the same better and update you on it accordingly?\u201d<\/span><\/pre>\n<p><strong>If in case you have an idea about what the query is, you can confirm that as well, as mentioned in the example below:<\/strong><\/p>\n<pre><span style=\"font-weight: 400;\">\u201c<\/span><span style=\"font-weight: 400;\">Hello ABC,<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Hope you are doing good. I will be glad to help you out with this. Before that I would like to confirm your requirement, to avoid any confusion. <\/span>\r\n\r\n<span style=\"font-weight: 400;\">I understand you have a concern about the order you had placed recently on our platform and you are facing difficulty in getting in touch with the merchant, to trace the delivery. Kindly confirm if this is the issue you are facing so that I can assist you with this accordingly.\u201d<\/span><\/pre>\n<h3><b>Use Simple &amp; Comprehensive Language<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Avoid difficult\/complicated words or jargon as much as possible. Not all customers are fluent in every language. When you respond to a query, make sure you write it in simple and basic English. Keep your statements crisp but don\u2019t avoid any vital information.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Also, grammatical errors can be kept under control by proof-reading and using Grammar correction tools like Grammarly.<\/span><\/p>\n<h3><b>Refrain from Repetitions<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">At times, when the customer is unable to understand the response\/resolution you provide, you tend to copy-paste the same response again. It leaves the problem unresolved. The reason the customer comes back with the same problem is the lack of clarity from the agent\u2019s end. <\/span><\/p>\n<p><span style=\"font-weight: 400;\"><strong>An ideal way to deal with this is to change the format of your response. You can always try giving them step by step resolution instead of a paragraph, maybe attach a screenshot as well to guide them properly.<\/strong> <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Example: The customer has inquired about changing his account username and you want to communicate the resolution for the same to him\/her. You can use either of these 2 responses:<\/span><\/p>\n<p><i><span style=\"font-weight: 400;\">\u201cI will be glad to run you through this process. Please login to your account, and you will be able to edit your username, under the \u2018account settings\u2019. Kindly try this method and feel free to get back to me if you have any further queries.\u201d<\/span><\/i><\/p>\n<p><b><i>OR<\/i><\/b><\/p>\n<p><i><span style=\"font-weight: 400;\">\u201cI will be glad to run you through this process. Please find the step by step process for your requirement:<\/span><\/i><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><i><span style=\"font-weight: 400;\">Log in to your account dashboard.<\/span><\/i><\/li>\n<li style=\"font-weight: 400;\"><i><span style=\"font-weight: 400;\">Click on your profile image on the top right corner.<\/span><\/i><\/li>\n<li style=\"font-weight: 400;\"><i><span style=\"font-weight: 400;\">Select \u2018settings\u2019, from the dropdown.<\/span><\/i><\/li>\n<li style=\"font-weight: 400;\"><i><span style=\"font-weight: 400;\">Select \u2018account settings\u2019 in the following page.<\/span><\/i><\/li>\n<li style=\"font-weight: 400;\"><i><span style=\"font-weight: 400;\">Click on \u2018Edit username\u2019 and you can update the same here. <\/span><\/i><\/li>\n<\/ul>\n<p><i><span style=\"font-weight: 400;\">Kindly try this method and feel free to get back to me if you have any further queries.\u201d<\/span><\/i><\/p>\n<h3>Reduce Macros\/Templates Usage<\/h3>\n<p><span style=\"font-weight: 400;\">The more computerised responses you send, the more your probability of ruining your relationship with the customer. When a customer comes to you for a resolution, <a href=\"https:\/\/www.instamojo.com\/blog\/chatbots-small-business-payments-support\/\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #3366ff;\">he\/she is not expecting a bot to respond<\/span><\/a>. Templates and macros are helpful for basic, general queries if a customer is looking for information on some topic. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Most of the time, when the requirement is specific, it is strongly recommended to <\/span><b>NOT USE<\/b><span style=\"font-weight: 400;\"> templated responses. Make it as personalized as you see fit. This helps in <a href=\"https:\/\/www.instamojo.com\/blog\/tips-to-use-social-media-to-please-your-clients\/\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #3366ff;\">gaining the trust of the customer and to build rapport with them<\/span><\/a>. <\/span><\/p>\n<p><span style=\"font-weight: 400;\"><strong>Here is a small tip\/hack I can help you with for such scenarios.<\/strong> You can always create issue-specific templates and keep it handy. But make sure, that these templates will have certain blank spaces that have to be filled on a case to case basis. Here\u2019s an example to refer to:<\/span><\/p>\n<pre><i><span style=\"font-weight: 400;\">Hello <\/span><\/i><b><i>ABC,<\/i><\/b>\r\n\r\n<i><span style=\"font-weight: 400;\">Thank you for getting in touch with us regarding your refund case.<\/span><\/i>\r\n\r\n<i><span style=\"font-weight: 400;\">This case<\/span><\/i><b><i>(*mention the case ID here*)<\/i><\/b><i><span style=\"font-weight: 400;\"> is already closed from our end in favor of the buyer on <\/span><\/i><b><i>*mention the date here*<\/i><\/b><i><span style=\"font-weight: 400;\"> and we have initiated the refund back to the source account from which the payment was made. It usually takes 5-7 business days for the amount to be credited back in the source account.\u201d<\/span><\/i><\/pre>\n<p><span style=\"font-weight: 400;\">In the above example, the bold texts are the ones you can edit before sending out the response. <\/span><\/p>\n<h3><b>Less is More &#8211; don&#8217;t keep apologising:<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Empathy is one of the prerequisites for an agent. <strong>However, we tend to overuse this trait and dilute the essence of the job.<\/strong> It shouldn\u2019t be used to just settle the distressed customers but should be a tool for understanding their needs and providing a resolution. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">The customers are looking for more than a mere apology. Fundamentally, as an agent, make sure that you provide a resolution or a closure to the issue the customer raised with you. You might not have a resolution right away which can happen at times, especially when you have to rely on other teams for a resolution, but make sure you communicate that to the customer and provide a tentative resolution time.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">These key factors can be used as a mini-guide to help tackle everyday issues and grievances with customers. Along with that, working on your instincts and acquiring a unique method of dealing with them will also help in finding your niche as a customer support executive.<\/span><\/p>\n<p>At Instamojo, we try to imbibe all of the above to provide a better support experience to our customers. Get started with <a href=\"https:\/\/www.instamojo.com\/blog\/collecting-payments-via-instamojo\/\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #3366ff;\">Instamojo to experience the future of payments<\/span><\/a> in the simplest manner.<\/p>\n<hr \/>\n<p style=\"text-align: center;\"><a class=\"mb-button mb-style-flat mb-size-default mb-corners-default mb-text-style-default \" style=\"background-color: #4e4e91;\" href=\"https:\/\/www.instamojo.com\/?ref=blog\">KEEP CUSTOMERS HAPPY USING INSTAMOJO<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"Customers are the core of any business. But no two customers are the same.\u00a0A career in customer support&hellip;\n","protected":false},"author":48,"featured_media":16330,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[6],"tags":[28,192,89,1794,1176,1562,1792,1795,1793],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v17.8 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>5 Customer Support &amp; Interaction Tips You Shouldn&#039;t Ignore<\/title>\n<meta name=\"description\" content=\"Want to give your customers the best experience with your small business? Invest in good customer support! Here are some solid tips from the team at Instamojo to help you interact and communicate better.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.instamojo.com\/blog\/customer-support-interaction-tips-small-business\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"5 Customer Support &amp; Interaction Tips You Shouldn&#039;t Ignore\" \/>\n<meta property=\"og:description\" content=\"Want to give your customers the best experience with your small business? Invest in good customer support! Here are some solid tips from the team at Instamojo to help you interact and communicate better.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.instamojo.com\/blog\/customer-support-interaction-tips-small-business\/\" \/>\n<meta property=\"og:site_name\" content=\"Blog Instamojo\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/Instamojo\" \/>\n<meta property=\"article:published_time\" content=\"2019-02-22T13:48:13+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2020-12-17T11:33:20+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.instamojo.com\/blog\/wp-content\/uploads\/2019\/02\/5-customer-suport-tips.png\" \/>\n\t<meta property=\"og:image:width\" content=\"800\" \/>\n\t<meta property=\"og:image:height\" content=\"500\" \/>\n<meta name=\"twitter:card\" content=\"summary\" \/>\n<meta name=\"twitter:creator\" content=\"@instamojo\" \/>\n<meta name=\"twitter:site\" content=\"@instamojo\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Kumar Shaktik\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"6 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.instamojo.com\/blog\/#organization\",\"name\":\"Instamojo\",\"url\":\"https:\/\/www.instamojo.com\/blog\/\",\"sameAs\":[\"https:\/\/www.facebook.com\/Instamojo\",\"https:\/\/www.instagram.com\/instamojo_india\/\",\"https:\/\/www.linkedin.com\/company\/instamojo\/\",\"https:\/\/www.youtube.com\/user\/instamojo\",\"https:\/\/in.pinterest.com\/instamojo\/\",\"https:\/\/twitter.com\/instamojo\"],\"logo\":{\"@type\":\"ImageObject\",\"@id\":\"https:\/\/www.instamojo.com\/blog\/#logo\",\"inLanguage\":\"en-US\",\"url\":\"https:\/\/www.instamojo.com\/blog\/wp-content\/uploads\/2020\/10\/Instamojo-logo.png\",\"contentUrl\":\"https:\/\/www.instamojo.com\/blog\/wp-content\/uploads\/2020\/10\/Instamojo-logo.png\",\"width\":400,\"height\":92,\"caption\":\"Instamojo\"},\"image\":{\"@id\":\"https:\/\/www.instamojo.com\/blog\/#logo\"}},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.instamojo.com\/blog\/#website\",\"url\":\"https:\/\/www.instamojo.com\/blog\/\",\"name\":\"Blog Instamojo\",\"description\":\"eCommerce business growth blog\",\"publisher\":{\"@id\":\"https:\/\/www.instamojo.com\/blog\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.instamojo.com\/blog\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":\"ImageObject\",\"@id\":\"https:\/\/www.instamojo.com\/blog\/customer-support-interaction-tips-small-business\/#primaryimage\",\"inLanguage\":\"en-US\",\"url\":\"https:\/\/www.instamojo.com\/blog\/wp-content\/uploads\/2019\/02\/5-customer-suport-tips.png\",\"contentUrl\":\"https:\/\/www.instamojo.com\/blog\/wp-content\/uploads\/2019\/02\/5-customer-suport-tips.png\",\"width\":800,\"height\":500,\"caption\":\"5 customer support tips\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.instamojo.com\/blog\/customer-support-interaction-tips-small-business\/#webpage\",\"url\":\"https:\/\/www.instamojo.com\/blog\/customer-support-interaction-tips-small-business\/\",\"name\":\"5 Customer Support & Interaction Tips You Shouldn't Ignore\",\"isPartOf\":{\"@id\":\"https:\/\/www.instamojo.com\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.instamojo.com\/blog\/customer-support-interaction-tips-small-business\/#primaryimage\"},\"datePublished\":\"2019-02-22T13:48:13+00:00\",\"dateModified\":\"2020-12-17T11:33:20+00:00\",\"description\":\"Want to give your customers the best experience with your small business? 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