Pt. 2 - Customer Service
Tone and customer service skills are vital to being successful in this role.
Here are some great validating statements to use:
- “Wow, that sounds so frustrating! I am so sorry you are in this situation and it makes sense why you are su frustrated. Let’s see what we can figure out. We will get you out of this!”
- “Unfortunately that is a super common issue and it’s just not right. That’s why 6ya is here, so we can fill in the support gap. The big tech companies do not have live support for their customers, so that is why we are here to help!”
- “You won’t have to deal with this alone. I will help you and support you through this and if I can’t find the right solution we can get you on a call with another Expert.”
“So… What are the calls really like?”
It’s really important to know what the experience of the customer is.
6ya customers pay for a monthly or yearly membership. They can call us as many times as they need with one or several technical issues, so if you can’t answer a question, have them call us back and get connected to another Expert!
When a customer calls they are expecting:
- Friendly, respectful, and helpful demeanor
- Questions answered
- Quick solutions
Though customers may have a variety of expectations, the above is standard.