‘I don’t know!’
Nothing can leave a customer as disappointed as a phrase ‘I don’t know’ from a customer service agent. While interacting to CSRs, there is always a common perception in a customers’ mind that they will get all their queries done but when they find a negative response, it washes away all their hopes, ultimately driving them away to a competitor. No doubt a CSR may not necessarily know the answers to all the questions but the technique he uses to cope up with such situation should never be disappointing. The best way to handle such questions is to say, “I will provide you the answer in a while”. Put your customers on the minimum wait time and make sure you provide the right answer.
‘We do not do that’
Saying so, you might be true on your side, but this is what irritates your customer the most because he wants everything done at his beck and call. Therefore, utilize the useful tactics to handle such situation, so that the customer could get a satisfactory answer; rather than quitting your website in anger.
That is not my Section
While providing online customer service, every CSR should be committed not to leave a customer in limbo. When reaches to an e-store, a customer does not know who is speaking on the other side, he just wants to interact with real persons and asks queries. However, if you ignore him by just saying, “That is not my section” it certainly creates a poor customer experience. Therefore, this should be the prime responsibility of all the CSRs that they guide such customers by directing them to the right department.
Apart from these, there could be several other phrases that your customers may find annoying; therefore, you need to follow the proper etiquettes of online customer support, in order to ensure an enhanced customer experience on your website.