Just think about your own experience when phoning a customer support helpline. Have you ever contacted your bank, an online shopping company or any other form of customer support asking for help and/or more information? How was the experience? Did you feel the person just didn’t care about your situation and did nothing to help you? Most customers don’t expect to talk to a magician who is able to instantly solve their problems (I am talking about reasonable people of course), they need to call a human being who cares and are able to help them as much as they possibly can.
As an agent it is important to be nice, be fair, don’t over promise and create expectations than you can’t meet. Let the customer know that you’re doing the best that you can for them and you empathise with them. Don’t take their frustrations personally, you’re the company voice and representative but, you are not the company. You’re a mediator between the interests of the company and the needs of its customers.
If you don’t know, ask. If you are not sure, double check. As in any relationship, the customer and you need to communicate. At the same time be formal but light. If your internet connection is going slow, apologise and chat informally a bit with the customer, letting them know you’re a person like him or her and not an automated machine. Avoid making the situation even more stressing than it is already for the customer.
Would you blame someone who has tried everything they can to help you but failed due to a product limitation or their own mistake (it happens a lot)? You can only do your best for the customer. Once they realise that you have done all you can they will be more responsive and will go away happy that there was no more you could have done for them. If you know another trick as to how to make the customer service experience better, or have a related experience, please share it with us!