![]() Build their confidence by explicitly telling them what happens to their email when it arrives. People often want phone calls because they worry about speed or being ignored. ![]() Now that you’ve reset the conversation, repeat what you need to help them. Position yourself with the customer against the problem, and gently remind them that they are the one holding up progress. You can omit this if the customer isn’t threatening to leave. ![]() As soon as you reply, I’ll be automatically notified so I can start investigating for you⁴. I really appreciate your help, and I know it’s stressful when you’ve got work to do and you’re stuck like this. If you can provide the following information, that will help us track down what’s happening and figure out the best way forward³. I want to help you get you the answers you need, and we can definitely get that done by email, but I will need your help². For some customers, a lack of phone support is a deal breaker, and that’s completely understandable, but it’s not something we offer at this time¹.
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