Otherwise, try to find out the information for yourself.
Probably because support elsewhere rarely ask them this question.
It instantly sets the rep on friendly terms with the customer and the conversation becomes less formal and template based while keeping a business tone.
Here’s how you can play it out nice: “That is a good question, let me find out for you.” “I’m not sure, but let me find out for you.” “I’m sorry, I don’t have the information on that. I will clarify this with our manager.” “I’m sorry, I don’t have the information on that. I will find this out with our accounting department and get back to you shortly.” “I’m sorry, this question would be out of my expertise, but Daniel from the tech support department will be able to help you. ” It is no secret that most customers do not enjoy being transferred.
So if you have to transfer, do it only when it is absolutely necessary.
“John, I’m sorry, we made a mistake and sent the invoice to the wrong email address, which is why you did not receive it.
We are going to resend it now to the correct address and add a few more days to your subscription to make up for our error.” Saying a blank “No” to the customer may appear quite rude.Below are some guidelines on how a service agent can best handle the major key points in a live chat conversation. It may sound very basic, but actually not everyone does it right.Greeting is important, as it sets the tone for the whole conversation.” “If I understand you correctly…” “Tell me more about…” “So you are saying that…correct?” “This is what I understand you are telling me…” If you don’t know the answer to the customer’s question, be frank about it, however, avoid using the too straightforward “I don’t know”.After the customer confirms his wellbeing you can move on with: “Perfect, I am really glad to hear that! ” or you can express your sympathy if the customer is not doing well: “I am really sorry to hear that. ” If the customer starts the chat with a description of his problem, you can respond in the following way: “Hello Mary.