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Coffee Chat: Best Practices for Customer Communication ☕

akshara.sruthi
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Hey everyone! Thank you for showing support by participating in our previous Coffee Chat. Please Subscribe to this post to get instant updates

Our next Coffee Chat session is happening on Wednesday, 18th of August at 11 AM EST

We hope to hear from you during the chat!

The topic of discussion: Best Practices for Customer Communication

Please block your calendars for about 45 minutes to answer five questions. To keep this session as engaging as possible, I’ve chosen a topic that all of us can relate to, and here are the
key-segments: 

  1. What are some general pointers to keep in mind when you’re talking to your customers?

  2. How do you turn down requests from customers which you can’t fulfill?

  3. How do you handle hostile or unreasonable customers without being rude?

  4. How often do you think communication with customers is necessary? (not just for updates, but in general.)

  5. What is the best way to apologize to your customers- feel free to share your stories, emails, and more here!

59 replies

jim.smith
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A1. Be yourself, not a version of yourself that you think your customers want.  You’ll be far more comfortable, will talk more freely and will be viewed as trustworthy and relatable.

jim.smith
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A1. Speak less, listen more.  It seems simple enough but I’ve been on plenty of calls where we feel the need to over explain and fill silence with more words.  Let the conversation breath.  Allow time for information to be consumed, absorbed and responded to.

foxcubmama
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Hey everyone! Welcome to our coffee chat. 

First question for today is here below. To answer a question, tag the answer with the corresponding number. For example, if you are answering this question Q1, start your answer with A1 and use the quote the option

Q1 What are some general pointers to keep in mind when you’re talking to your customers?


A1

Our customers are human, they have high expectations and their concerns are valid.  They chose us as a customer, when they could have gone with another company. Having a culture of expectation management and overall positivity as far as customers is concerned is important for us!

jim.smith
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A5. We apologize too much quite frankly.  Apologize only if you truly have something to be sorry for.  Apologize less and act more.  When I actually mess-up, I try to own it and have fun with it.  Then ultimately take the corrective course of action.

How to say “I’m sorry” in some fun ways:

  • My bad
  • I messed this one up
  • I’m a dope 
  • Silly me
jim.smith
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A2. I first try Anchoring.  Positioning an alternative outcome as more desirable by comparing it to a lesser one.  I do this with my kids all the time. 

Kids: “Daddy, I want 2 cookies”  

Me: “You can have 1”

Kids: “But I want 2”

Me: “You can have 1 or zero, your choice”

jim.smith
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A3. Again, listen.  I mean truly listen without interruption.  Do not intervene with a solution.  Do not try to fix things.  A lot of times the customer will reveal something that speaks to the root of their frustrations without you having to probe too much.  Once they’re done, let it breath for a few moments.  The silence will be uncomfortable but allow it to happen.  Respond with empathy and accordingly...meaning, you might need to probe further to get to the root cause.  

akshara.sruthi
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Third question for today is here! To answer a question, tag the answer with the corresponding number. For example, if you are answering this question Q3, start your answer with A3 and use the quote the option.
 

Q3 How do you handle hostile or unreasonable customers without being rude?


Don't Take It Personally. Respond and don’t react! 

Customers tend to say hard words because they’ve experience something really frustrating. First, let go of the idea that you need to fix anything. When sitting down with a difficult customer, your job is to listen, understand, and figure out your way forward and not to immediately produce a solution.

akshara.sruthi
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Alright folks, I had an amazing time organizing this. Thank you being a part of our coffee chat, @foxcubmama, @JulieR, @jim.smith, @Jadespire45, @aarvav.akash, and @gfecteau :coffee:

A huge shout out to all my co-community members aka my friends at work for helping me pull this out:   @rashmi.nag,and  @SanaSiddiqui  :heart_eyes:     

 See you all in the next edition of our coffee chat. Feel free to keep those conversations going. I’ll get back to all your answers later today/tomorrow. Have a good day/night ahead <3 

akshara.sruthi
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Hey everyone!
 
Six important things to know before we get started on our coffee chat :coffee:

  1. To answer a question, tag the answer with the corresponding number. For example, if you are answering the first question Q1, start your answer with A1 and use the Quote option 

  2. If you cannot make it at 11:00 am EST or even if you’re past time, you can still post your answer to a particular question.

  3. You can reply to each others threads/posts to keep the conversation going.

  4. Be polite and respectful of other people’s opinions.

  5. Most importantly, have a great time here!

  6. Lastly, I will make sure to engage with all of you to make this interesting! 

akshara.sruthi
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Hey everyone! We’ll get started in a few minutes.

I hope to see our usual participants - 
@manns, @Warden Brown, @Johan L, @LeonieWagenaar, @Bex, @epetrutis, @chianne.shepherd :coffee:

J
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A1. Be understanding and polite while resolving any issues a customer is coming across especially when they are impatient.

akshara.sruthi
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A1

Speak less, listen more.  It seems simple enough but I’ve been on plenty of calls where we feel the need to over explain and fill silence with more words.  Let the conversation breath.  Allow time for information to be consumed, absorbed and responded to.

Absolutely, Jim. Listening to the customer is more important that ever. 

J
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A2: Be honest, transparent and polite. Give them the right reasons or back up the turn down requests with valid explanation. It is very important to let them know why their request cannot be taken now rather than just saying a NO with no explanation. Also, if it’s something that can be looked into at a later stage, let them know about that too.

A
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Second question for today is here! To answer a question, tag the answer with the corresponding number. For example, if you are answering this question Q2, start your answer with A2 and use the quote the option.
 

Q2: How do you turn down requests from customers which you can’t fulfill?

A2.

This can be very difficult, especially when you’re also focussing on building a good relationship with the customer and trying to support them to the fullest. Somethings I have learnt my way through and has helped in the past are - Being patient with explaining to them why their request had to be turned down; declining their request with gratitude; providing actionable alternate solutions for them.

 

foxcubmama
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Second question for today is here! To answer a question, tag the answer with the corresponding number. For example, if you are answering this question Q2, start your answer with A2 and use the quote the option.
 

Q2: How do you turn down requests from customers which you can’t fulfill?


A2: If a customer asks for something we cannot do we say no - but with sincere apologies.  Most of the time we are able to do something or offer some sort of alternate solution, so it is not a total and complete shutdown, but in the cases where there is no leeway we must manage our customers’ expectations appropriately and respectfully.

jim.smith
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​​​​​​A2. Ultimately, just be honest and transparent so you close the loop and can move on.  Letting items linger in limbo doesn’t properly set the right expectation and just mounts frustrations.

foxcubmama
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Third question for today is here! To answer a question, tag the answer with the corresponding number. For example, if you are answering this question Q3, start your answer with A3 and use the quote the option.
 

Q3 How do you handle hostile or unreasonable customers without being rude?

A3 -

  1. LISTEN!! Listen without interrupting for them to vent their grievances.
  2. APOLOGIZE correctly and sincerely with empathy
  3. Offer reasonable solutions to the problem that you can fulfill. 
  4. Do not take their comments/remarks/yelling - etc personally.  They don't know you, they are not mad at you personally.  They are upset a the situation.
  5. If the customer continues to be derogatory or abusive end the call respectfully and calmly “Mr. Smith I am trying to assist you, but if you continue to use unprofessional language I will disconnect this call”
G
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Q3 How do you handle hostile or unreasonable customers without being rude?

A3. Maintaining an even meter to your voice often helps stern words come across as matter-of-fact instead of emotional. We typically go through the steps taken by both customer and service rep to lay out the timeline and show how much we’ve been able to accomplish for them. Usually, the customer will backstep a bit and apologize, letting us know they are just frustrated and don’t mean to take it out on us.
If they continue yelling, using derogatory remarks, etc. we remind them that we don’t deserve to be yelled at or spoken to that way and hang up. (Our industry is prone to hot tempers and we have close enough relationships with our customers that this method works for us most of the time. I do not recommend hanging up on a customer as a first resort or a standard practice, but it is necessary when the other person is hostile.)
After the phone call, we escalate even higher and let someone who was not part of the original conversation talk with the customer, who has usually cooled down by then (and is often mollified by the feeling of being escalated). This follow up lets them know that we do still care about them as a customer, but we reiterate that we do not tolerate that type of language and will protect our employees.

J
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A3. To stay patient and not immediately react to them. Remember to not take it personally and try to hear them out and then respond to it in a rational manner.

jim.smith
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A4. Depends.  Whatever is the appropriate experience for that customer.  

SanaSiddiqui
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A1. What are some general pointers to keep in mind when you’re talking to your customers?

 

Being an active part of customer success and customer service for more than 7 years I have a few tips that always create a positive memorable experience if does not yield a positive result. 

  1. Mannerism - I know it sounds very childlike, but I personally feel good manners and positive attitude really makes an enormous impact. 
  2. The customer may NOT always be right - unlike the traditional believes I have come to realize that when communicated properly and with the correct facts, customers do appreciate honesty over “Customer is always right attitude “
  3. Know when to say sorry: Don't unnecessary apologies, it takes the essences always for a genuine sorry. 
  4. Follow up and keep it it positive: ALWAYS go back to the customer even if not resolved to understand their feedback and what would have been an ideal situation for them. 

These are very basic day to day pointers, but are effective in every industry. 

 

Refresh Community Manager
foxcubmama
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Thanks! This was fun, my first coffee chat 😁😍

SanaSiddiqui
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Alright folks, I had an amazing time organizing this. Thank you being a part of our coffee chat, @foxcubmama, @JulieR, @jim.smith, @Jadespire45, @aarvav.akash, and @gfecteau :coffee:

A huge shout out to all my co-community members aka my friends at work for helping me pull this out:   @rashmi.nag,and  @SanaSiddiqui  :heart_eyes:     

 See you all in the next edition of our coffee chat. Feel free to keep those conversations going. I’ll get back to all your answers later today/tomorrow. Have a good day/night ahead <3 

Thank you @akshara.sruthi for this amazing coffee chat. Absolutely loved reading each comment and every story. Thank you all for your wonderful participation.  😊

Refresh Community Manager
manns
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Hey everyone! Welcome to our coffee chat. 

First question for today is here below. To answer a question, tag the answer with the corresponding number. For example, if you are answering this question Q1, start your answer with A1 and use the quote the option

Q1 What are some general pointers to keep in mind when you’re talking to your customers?

A1 A key point for me has always been to treat customers in the manner that you would like to be treated yourself (as a customer).  It’s not the exact match to a customer’s POV but often a good start.

There’s also a need to understand their context - if they have an issue and little time, then the response needs to reflect this.

Finally, although I’m sure there are many others that are important, there’s a need to listen properly and avoid assumption making.

Cheers, Stephen || https://ITSM.tools
manns
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Second question for today is here! To answer a question, tag the answer with the corresponding number. For example, if you are answering this question Q2, start your answer with A2 and use the quote the option.
 

Q2: How do you turn down requests from customers which you can’t fulfill?

A2. I guess the starting point is the type of request - whether it be for help or service. In both instances though, there’s a need to provide alternatives. For example, if the issue is best resolved by a third party, then help the customer to access their support services. Importantly, making it as frictionless as possible. Here, passing the customer into the “CS queue of death” because the third-party has underinvested in support isn’t great but expectation management will help.

Cheers, Stephen || https://ITSM.tools

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