Start with a friendly greeting

“I’m glad to help you today.”



“I hope you’re having

a pleasant day.”

“Great to meet you!”

“Pleased to meet you.”

“Thank you for your time today!”
 Add a personal touch
 Communicate consistently and build trust.

Treat customer like human.

Using customer’s name is great for

building customer relationships.

Avoid canned phrases. Exceed expectations.

Provide great customer service.
Listen to the person on the other
end  Active listening is critical to make the customer feel
heard, understood and served.

The first step in most customer service interactions is to listen

before speaking.

You can show that you listen actively by

asking follow-up questions and rephrasing
what’s been said.

Agent should accept the “reality” of the situation as

described by the customer.

A representative must be calm and exhibit a great deal of

patience as they navigate each customer’s concerns during
their interaction.
Adjust the tone of your messages 

The best rule of thumb is to be friendly, polite, and positive. But refrain from trying to be
funny or cutesy. It may be interpreted as being condescending. You should be very careful
especially while dealing with angry customers.

The tone of your messages should be matched to the tone of

the client's messages. Inappropriate tone draws too much
attention to the form of your message rather than its
meaning.

As a support agent, you may not know the answers to all the
questions a customer asks you, which is not the most Avoid being too informal.
comfortable situation for either of you. But the way you admit Avoid abbreviations.
it can be crucial to how your interaction ends. Avoid using technical jargon.
 Look at any issue at hand from
your customers’ perspective.

Try to understand people, even when you don't agree with them.

Some customers don’t expect you to solve the problem at all because maybe it can’t be solved.
They simply expect you to listen and understand them. That alone can make them feel better.

Show interest in your customers. Don’t be judgmental.

Address the experiences of your customers without diminishing the effects they may have had.

“I’m sorry that you had a bad “I’m sorry you had to deal with _____.”
experience with _____”

“I can see how that would be difficult.”

“That sounds really challenging.” “I understand how that can be worrisome.”

Know how to apologize  ¨Sorry¨ is the simplest and most powerful word
that you can use when handling customers.
They cost you nothing and make conversations
Addresses the grievance in an
much easier and smoother.
empathetic way.

Avoid using apology templates:

“I am sorry to hear that ” combined with offering a
•“Sorry for the inconvenience.”
solution (or at least a consolation) sounds a million times
•“Apologies for the trouble.”
better than pointing out that the customer made a mistake.
•“Sorry for the bad experience.”
Focus on your customer’s problem 
Staying on topic is the foundation of
efficient customer service.
At this point you
should focus on
asking follow-up
questions that bring
us closer to a solution.
"I can assist you with _______. Let me
walk you through the process."

"I understand the urgency. Let's work

together to get this sorted out."
Customers may ask additional questions that are
completely unrelated to the problem at hand. It is
perfectly OK to say “We’ll come back to that later. For
now, please let’s solve X first.”
Stay positive throughout all chat interactions

The positive tone of your live chat
messages will improve their clarity and
make you seem more cooperative.
Just by switching the
vocabulary that you use to
describe the situation will
change the customer´s
attitude.

Try to eliminate phrases

such as “don’t,” “you
should have” and “yes,
but.” They are examples of
negative language, and
they fuel conflict.
Make sure that the all problems have been
resolved 

Sometimes live chat conversations

are a bit chaotic and asynchronous. The conversations end when
Then make sure the customer´s customers explicitly tell you that
issue is resolved. they don’t need anything more.
It is the customer and not you
who should signal when your
chat interaction is over.

Provide specific details about the

issue and your resolution to it.
Collect feedback from Measuring the quality of your service
customers  will help you determine if you are
making any progress with your
Be clear that you want honest feedback. customer service.

Asking for a feedback will make your customer

feel appreciated and valued which not only
increases customer loyalty but will also
increase the chances of them giving you a
positive review.

“Do you have

any feedback for
“I’m glad I was able to help you
me? What can I
today. If you have the time and
do better the
wouldn’t mind, I´d love to know
next time?”
if I met your expectations. “