Jim: Hello! Hi! My name is Jim. Welcome to Learn English with Jim. This show that explores words, phrases and idioms that are common to the English Language.
In this episode, our focus will be on Customer Service English. Customer Service English. When you work in the Customer Service Industry, there will be times when you have to deal with irate customers. In those times, it is very important not to assert yourself as being the one who is always right. In those times, it is good to implement a bit of diplomacy. Diplomacy. Diplomacy means tact and skill in dealing with people, tact and skill in dealing with people. This is an example of an opportune time to use diplomacy.
Male: Yes, I have a complaint. I bought a mobile phone from you guys two days ago and it were great. For two days, I would be very happy but then all of a sudden it just stopped working and I depend on my phone for my business, I depend on my phone for my personal calls. My phone is very important to me and if you guys cannot make a phone that will work for more than two days, I don’t see you how you’re going to stay in business.
Jim: It is during difficult calls like this that you are tempted to become angry with the customer especially once you discern that the No Transcript that they are complaining about is in fact their fault and not the fault of the company, or the product, or the service, that they purchased from the company. In those times, there is a strong temptation to assert yourself and tell them that they are the one to blame and not you or the company.
I want to encourage you to not give in to the temptation to prove them wrong. The goal in customer service is not to prove how right you are but to retain the customer. As such, I want to suggest a few guidelines when talking to customers that are difficult to say the least.
Be sympathetic. Be sympathetic. “Well, I am so sorry that happened to you. That must be very frustrating and I do apologize and again I am very sorry that happened.”
Be helpful. Be helpful. “Yes sir. Well I am here to help you. I am sure actually I am more than confident that we could fix this issue to your satisfaction. Please let me know where did the No Transcript first begin?”
Be apologetic. Be apologetic. “Well sir, I want to thank you for your patience. We definitely will figure out a solution to your No Transcript but again, we really appreciate you’re being a customer of ours so just thank you for your patience. It is very much appreciated.”
Let’s return to our angry customer.
Now if I understand you correctly sir, you said your phone worked properly for two days?
Male: Yes, yes. It worked fine for two days that’s what I said.
Jim: Well, did you charge your phone?
Male: Did I charge my phone? No, I didn’t charge my phone.
Jim: Well sir, I think we discovered the No Transcript. If you charged your phone, I think you will discover that it will continue to work properly for many years to go.
Male: Um okay. Thank you for your help.
Jim: No, no No Transcript sir and thank you for calling. We’re here to help you. Bye-Bye. Idiot.
Well, my time is up. I thank you for yours. I’ll see you right here next time with another English lesson. Until then. Bye-Bye.
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