Interacting with customers (IT Customer Service Skills)

Customer Service Skills: Interacting with Customers
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Study Notes www.SlideShare.net/OxfordCambridge Page 1 of 39
Study Notes v.1.0
+U Series – Universal Technology Skills.1
IT Customer Service Skills: #1
Interacting with Customers
(Level: All)
1 Men and women are allowed to read this, if they wish, as the language style and the document format are of
a universal format.

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1. About “+U Series - Technology Skills for All”
Study Notes in the field of technology are put together under this category for the following
reasons:
• To encourage girls, boys and ladies and men, who wish to do so, to stand up and look over
the fence into technology related topics.
• With no apprehension or fear.
• And perhaps consider embracing a career move into a technological path.
• Or simply to broaden their general knowledge; after all IT is already in most aspects of
everyday life.
• No matter the ground for the decision, their combined skills, their combined professional
strengths, and their combined contribution can only be something positive for any
technological field.
Enjoy!

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2. Table of Contents
1. About “+U Series - Technology Skills for All”..............................................................................2
3. Foreword .................................................................................................................................................5
4. About this publication.........................................................................................................................6
4.1. Overview.................................................................................................................................................. 6
4.2. Learning Objectives ................................................................................................................................. 6
5. Keywords.................................................................................................................................................7
6. Document Structure.............................................................................................................................8
7. Formal and Informal Communication...........................................................................................9
8. Overcoming Barriers to Communication .................................................................................. 11
9. Implementing Effective Speaking Skills .................................................................................... 13
10. Using Vocal Cues............................................................................................................................. 15
11. Effective Listening Skills ............................................................................................................. 18
12. Being an Active Listener.............................................................................................................. 20
12.1. About Active Listening....................................................................................................................... 20
12.2. Active Listening at the Customer Service Desk ................................................................................. 20
12.3. Hear What People Are Really Saying................................................................................................. 22
12.4. Becoming an Active Listener ............................................................................................................. 22
12.4.1. Pay Attention................................................................................................................................. 22
12.4.2. Show That We Are Listening.......................................................................................................... 22
12.4.3. Provide Feedback........................................................................................................................... 23
12.4.4. Defer Judgment ............................................................................................................................. 23
12.4.5. Respond Appropriately .................................................................................................................. 23
12.4.6. Barriers to Listening....................................................................................................................... 23
13. Paraphrasing................................................................................................................................... 24
14. Using Positive and Negative Phrases...................................................................................... 26
15. Fives Phrases Every Customer Service Representative Should Know and Use....... 27
15.1. ”We are glad you reached out.”........................................................................................................ 27
15.2. “We absolutely understand and want to help.”................................................................................ 28
15.3. “Is there anything else we can do for you today?” ........................................................................... 29
15.4. “Thank you! I hope you enjoy the rest of your (Tuesday, afternoon, weekend).............................. 29
16. Practicing Interacting with Customers .................................................................................. 31
18. References........................................................................................................................................ 34
19. Interacting With Customers Vocabulary............................................................................... 35
20. Answers to Quizzes ....................................................................................................................... 36

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3. Foreword
In the services industry it’s well known that to acquire a new customer will cost an organization
much more than it will to retain an existing one. That means Customer Service Representatives and
Customer Contact Centers have a crucial role to play in ensuring their customers' needs are
addressed in an efficient effective manner.
For that reason, Customer Contact Centers staff need to be familiar to a minimum with the required
attributes of a Customer Service Representative as well as the roles and responsibilities of the
Customer Contact Center. They must be aware of what consist of an environment conducive to
excellent customer service.
They need to understand how the verbal and written communication skills and techniques that
foster a good relationship between customers and the Customer Service Representative and how
they are likely to lead to satisfied customers.
Furthermore, Customer Service Representatives need to learn about techniques for coping with
stress, conflict, and time management in the challenging customer service environment.
Ultimately, Customer Service Representatives require advice on how to deal with customer
complaints effectively and efficiently and how to achieve excellence in providing goof customer
service.

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4. About this publication
4.1. Overview
When working in customer service, even minor interactions can have major consequences; because
Customer Service Representatives are the face of the company, from a customer viewpoint.
Exceptional customer service promotes customer loyalty and boosts incomes for any organisation.
All the same, inadequate handling of queries or complaints can result in sales being lost, and
furthermore damages to the enterprise's reputation.
Nevertheless, providing effective and efficient service requires excellent communication skills. This
is good reason enough for Customer Service Representatives to learn about different styles of
communication, techniques for improving their listening and speaking skills, and ways to overcome
communication barriers.
Failing to realize the importance of customer service and effective communication can drive to
increasingly dissatisfied customers. Thus, Customer Service Representatives should get valuable
advice on how to improve their interactions with customers, including how to overcome barriers to
communication as well as how to speak effectively, use vocal cues, and listen actively and use
paraphrasing to convey their understanding of the customer's needs.
4.2. Learning Objectives
• Classify examples of communication as formal or informal
• Identify methods to overcome barriers to effective communication
• Recognize the skills required for effective speaking
• Match positive and negative vocal cues with examples
• Identify the factors that contribute to effective listening
• Match the mirroring behaviors involved in active listening to their characteristics
• Identify the benefits of using paraphrasing techniques
• Use verbal communication skills effectively in a customer support environment

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5. Keywords
• call-flow process;
• customer interactions;
• communication;
• verbal cues;
• nonverbal cues;
• listening;
• speaking;
• observing;
• interacting;
• self-assurance;
• conflict;
• customer service environment;
• customer;
• Customer Service Representative;
• point of contact ;
• customer satisfaction;
• dealing;
• query;
• incident;
• support center environment;
• rapport;
• Customer Contact Centers;
• complaints;
• communication skills;
• listening skills;
• speaking skills;
• communication barriers;
• effective communication;
• paraphrasing;
• mirroring behaviors;
• verbal communication;
• Formal Communication;
• Informal Communication;
• Active Listener;
• Interact with Customers;

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6. Document Structure
1. Formal and Informal Communication
2. Overcoming Barriers to Communication
3. Implementing Effective Speaking Skills
4. Using Vocal Cues
5. Effective Listening Skills
6. Being an Active Listener
7. Paraphrasing
8. Practicing Interacting with Customers

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7. Formal and Informal Communication
After completing this section, we should be able to classify examples of communication as formal or
informal.
Being a Customer Service Representative can sometimes be hard. Working with individuals with
diverse needs and personalities can make communication complicated. Whenever we have people
talking, we always have a message, which goes from the sender to the receiver, and back. This is
true, regardless of whether Customer Service Representatives communicate verbally or
nonverbally.
As a Customer Service Representative, we're often on the phone, although using also emails,
chatbots, SMS, etc. Therefore, it can happen that we are so focused on what we are saying, that we
forget about our performance or our facial expression. Those two elements have to match,
otherwise we are being insincere.
Let’s try to picture someone in our team, who says "Have a nice day" with zero emotion, as if telling
our customers to “get lost!”. It's rather difficult to comprehend, in an environment of customer
service. It’s known that if we smile while we talk, over the phone, customers can't see it, but it’s sure
our tone voice reflects it back to them.
Indeed, smiling can send a positive message, and be endearing. However, not when we want to
express sympathy, or concern. Therefore, in order to avoid mixed messages, we have to adapt the
way we communicate to match the customer and the situation. As a Customer Service
Representative, we interact with many people day after day – regular customers, our line-managers
– and not to forget we also meet new people, regularly. As a result, we want to use formal
communication in some of these interactions, and informal communication in others.
It might depend who we are talking to. For instance, we might be calling everyone Mr. and Ms. – just
to be on the safe side of things.
However, we should know that being formal doesn't just mean using titles such as Mr. and Ms. The
terminology we use should also be business oriented.
As a rule of guidance, when communicating formally, we should use unemotional language and only
discuss points that are directly relevant, as professionalism is key. Nonetheless, that doesn't mean
there's no room for more informal calls, in a customer service environment. Thus, it's acceptable to

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communicate in a respectful informal manner with regular customers, when this is appropriate, of
course, on case by case basis.
Moreover, we don't have to only talk business – some form of social discussion is fine and
acceptable. Except that, we ought to limit ourselves to cover topics our customers feel comfortable
with, and the same goes for humour. The longer we have known our customers, the better. It might
be the matter of just following the customer's lead. For instance, we don’t call the customer by
her/his first name until she/he asked us to do so.
Therefore, by mastering the art of formal and informal communication, we can provide excellent
service, and strengthen professional relationships altogether.

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8. Overcoming Barriers to Communication
After completing this section, we should be able to identify various methods to overcome barriers to
effective communication.
As Customer Service Representatives, we are in the business of helping customers – it's what we
do. Nonetheless when a customer starts venting before we have even had a chance to say “Good
morning, how may I assist you” ... it might be rather difficult to help this customer who considers us
as an opponent.
Customer Service Representatives face many barriers to effective communication. Consequently,
when solving a customer's problem, we shouldn't just assess the problem, but also we should
assess the customer, and ask us the following question: Where are they coming from? In doing so
we should try and tailor our responses to their needs; while trying not to let the customers' emotions
get in the way.
A typical example could be: “Mr. Johnson? Mr. J…Yes, I understand how frustrating that must ...”
[Then listening to the customer.] “Yes, I'm sure we can figure it out, sir, if you will let me assist you. I
just need to ask you a few questions”.
When handling difficult customers, we should keep our own emotions and biases to ourselves.
Customers can tell if we are irritated or distracted, even over the phone, and our interaction will
suffer, as a result. We must try and stay objective, and listen carefully. If messages get lost or
distorted, this prevents us from doing our job in assisting the customer. It might be the case that
some customers are intimidated by technology, so we should keep technical terms, or jargon, to a
strict minimum.
In addition, we should adjust our message to fit the customers' vocabulary, interests, and values. It’s
better we use simple, direct, and clear language, but shouldn't overdo it. Rather than assume, we
should ask the customer what their level of technical expertise is, instead.
When a customer has some familiarity with acronyms, technical terms, or jargon, we can reinforce
their understanding, and gain their support, by using some of the terminology they are used to.
Even when we think we have understood something perfectly, sometimes hearing it once more can
help highlight a missing piece in the previous message. Therefore, we should try and reinforce key
points and ask for feedback to check if the customer understands.

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As Customer Service Representatives, we don't want to set unrealistic expectations about what we
and our company can offer customers. If we are over enthusiastic or overstate what we can deliver,
only to fall short, we risk losing customers. Hence, we shouldn't set ourselves up for failure. Instead,
we should carefully choose our words to suit the possible solution or outcome. This requires
practice, nevertheless by using the Customer Service Representative strategies to avoid mis-
communication, we can deliver effective and efficient solutions the first time, most of the times.

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9. Implementing Effective Speaking Skills
After completing this section, we should be able to recognize the skills required for effective
speaking.
The most effective speakers don't rely on words alone to get their point across. Instead, they use
tone and attitude too. It makes sense that if someone's got a bad attitude, it's off-putting for any
customer. Who would want to listen to what a Customer Service Representative has to say if she/he
is rude?
Whenever we are on the phone with a customer, it helps to imagine we are talking face-to-face.
Therefore, smiling will come more naturally and we will convey a pleasant attitude, as a result. We
should consider our posture, body language, and facial expression. Although a customer can't see
us, these elements reflect in the tone of our voice over the phone.
Courtesy ("Thank you," "please," "I'm happy to help") ensures customers feel valued and respected.
Furthermore, this makes a good impression too. Customers, we serve, also feel more valued and
engaged if we use their names and empathize with their points of view. In practice, we shouldn't use
customers' first names until they have invited us to do so. Moreover, we should try to "mirror" the
way your customer talks, by that we use similar vocabulary and speed up, or slow down, to match
their rate of speech.
Frequently, by the time a customer contacts the customer support center, she/he has been
struggling with an issue for a while. The customer will, therefore, need reassurance and feedback.
This is a reason for us to acknowledge the customer and the problem. If she/he is frustrated, for
instance, we show that we understand why. We, Customer Service Representatives, shouldn't
repeat what the customer said word for word, however. We only recap the main points, preferably.

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Thus, we might discover we have misunderstood or maybe the customer didn't phrase the situation
accurately.
Recording and monitoring customers’ calls is a valuable strategy for identifying problems and
improving communication. It is highly constructive to listen to our interactions with customers we
served. Most of us have bad habits we aren't even aware of, and these can be annoying for
customers.
It’s best that we avoid negative language. And it’s best that we focus on what we can do for our
customers, rather than what we can't achieve. Whatever we do, we don't argue with our customers,
as we can't allow our emotions to get into the way of doing things. That is said, the implementation
of effective speaking techniques is crucial to excelling as a Customer Service Representative.

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10. Using Vocal Cues
After completing this section, we ought to be able to match positive and negative vocal cues with
identified situations.
Communication patterns are often considered as second nature. Thus, without thinking about it, we
use vocal cues like an upbeat tone when we deliver good news. The fact is, vocal cues are part of
the message. Therefore, as a Customer Service Representative, we must never underestimate the
power of vocal cues. These vocal cues can make a customer call or not. They help us communicate
both positive and negative feelings and intentions. As such, when dealing with customers, we are
largely targeting at creating positivity through our vocal behavior. A perfect example would be, “I
see. What seems to be the problem?”.
If we were to speak in a high-pitched tone might come across as dramatic or stressed out. This can
make our customers anxious, and for that reason we should watch our pitch. Customer Service
Representatives should generally stick to a lower pitch, as it is more positive and professional.
Inflection is equally important, for that it's how we verbally punctuate a sentence. We can use it to
emphasize points, pause, ask questions, or make a statement. For instance, if we use a rising
inflection (little modulation at the end of a question), this would be a positive vocal cue that can help
us get a question across easily. Combined with a relatively low pitch, this will ensure we sounds
calm to the customer, and in control, but still interested in what the customer is saying to us.

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On the other hand, if we were to use little or no inflection, this would be a negative vocal cue. For
example, if were to say in a monotonously flat tone voice “Hello, how may I help you today?”, that
could be relatively disturbing for the customer, as this would make us, Customer Service
Representatives, sound rather robotic in our approach.
At all times, we never want, also, a customer to feel like we are being aggressive towards her/him.
Therefore, finding the right voice volume can be delicate. If we talk too softly, and we might send the
vocal cue expressing that we lack confidence in our message. Nonetheless, nobody likes to be
shouted at. And shouting is never an option at any time. For that reason, we should aim for a
medium – low to regular voice volume.
We ought to know that our rate of speech is another vocal cue to monitor. If we speak at a slow or
unsteady rate, it amounts to a negative vocal cue, and that can make we seem depressed, hesitant,
or pessimistic. As a consequence, we could bring your customers down. But then again, we don't
want to lose touch with the customers either, by speaking too fast. Therefore, we should try and
settle on an upbeat tone, using a moderately fast rate of speech. When we interact with customers,
our tone can be either an asset or a liability. For that reason, we ought to use vocal cues to create a
positive and professional conversation.

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11. Effective Listening Skills
After completing this section, we should be able to identify factors that contribute to effective
listening.
Contrary to common beliefs, no matter how experienced we may think we are, it's impossible to
predict what a customer might say. Besides, if we don't listen carefully to the customer, we might
miss something in the conversation. Therefore, it will take us time to figure out what we have
missed, and as a result we are likely to make mistakes.
It is true that listening is actually a complex skill, which it something we ought to work on. When we
pay close attention, we can pick up on subtle clues that can be useful to keep a conversation with a
customer on track. The fact of paying attention also helps us build rapport with our customers,
because it makes the customers feel heard and understood.
When we listen to the customers effectively do help us identify the main points a customer is
making, without getting distracted by quirks, like particular or regional accents.
For Customer Service Representatives, taking notes is a must use tool. Taking notes helps us stay
focused, especially if the customer wanders in her/his explanations, sometimes.

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Paying attention to the customers' tone of voice, rate of speech, and even the words they use can
help us assess the customers’ emotional state. If we notice that a customer starts to babble, this
could be a sign that the customer is anxious. Therefore, this is a clue that tells us the customer
needs reassurance before problem solving, if any. It’s the case that Excellent Customer Service
Representatives know that sometimes we need to listen to what's unsaid by the customers.
Sometimes, customers are not always sure what they actually need. Thus, by listening carefully
would help us to find out.
Customer Service Representatives should also be on the lookout for subtle service requests from
customers. Indeed, as a Customer Service Representative, we might find that customers are faintly
signaling the need for some additional services, while describing an issue.
Nevertheless, we have to fit our approach to our customers’ needs. Hence, that involves assessing
the customers’ level of expertise. It would be difficult for us Customer Service Representatives to
recommend any solution to our customers, if we have no idea what they are familiarized with.
Therefore, it is best if we figure out what the customers actually want.
Although this is not always simple, Customer Service Representatives should stay focused to get
the information needed form the customers. Customer Service Representatives may encounter
environmental distractions like noisy background.
Also, they may accidentally tune into a nearby ongoing conversations, or simply get very
preoccupied planning what to say in return to a customer that Customer Service Representatives
might miss a key point, in the conversation with the customer. It is worth underlining that listening
effectively requires effort and focus. Nevertheless, effective listening is worth the effort, as it can
improve our efficiency, which in turn, can result in a satisfied customer.

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12. Being an Active Listener
After having gone this section, we should be able to match the mirroring behaviors involved in active
listening to their characteristics.
12.1. About Active Listening
The way to improve our listening skills is to practice "active listening." This is where we make a
conscious effort to hear not only the words that another person is saying but, more importantly, the
complete message being communicated.
In order to do this we must pay attention to the other person very carefully.
We cannot allow ourselves to become distracted by whatever else may be going on around us, or
by forming counter arguments while the other person is still speaking. Nor can we allow ourselves to
lose focus on what the other person is saying.
To enhance our listening skills, we need to let the other person know that we are listening to what
she/he is saying.
12.2. Active Listening at the Customer Service Desk
Whether we are communicating face-to-face or over the phone, customers need to know we are
currently listening to all the information they are giving us. Listening is more than just hearing –
taking in the audio information.
Furthermore, it is about understanding the meaning and context of what is being said the
customers, over the phone. We have to understand that customers don't feel heard if they have to
repeat themselves. Therefore, as Customer Service Representatives, we must pay attention and
remember those key points for future reference.

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It’s worth pointing out that it might be annoying when a customer is reciting a number over the
phone and the Customer Service Representative is just being silent. From the customer viewpoint,
she/he does not know if the Customer Service Representative, on the line, is taking notes of the
details she/he if passing onto the Customer Service Representative. Therefore, being an active
listener helps avoid these issues. Because, it involves actively extracting meaning from what is
being said, by the customer, by interpreting the customer’s tone of voice, her/his use of words and
her/his language.
Without a doubt, active listening reinforces our respect for the customer, and shows we are 100%
focused on what she/he is saying. Hence, to prove that we are actually listening to the customer, we
ought to mirror or reflect back what the customer is saying to us, Customer Service
Representatives.
Sometimes it takes just a little nudge from the Customer Service Representative, to make the
customer feel that the Customer Service Representative is listening. For instance a "Go on" from
the Customer Service Representative while customer is explaining a problem. Or when the
Customer Service Representative says "I see" – this will be reassuring for the customer to know that
she/he is not just talking to herself/himself.
There are various ways to acknowledge that, as a Customer Service Representative, we are
interested in what the customer is saying to us, and that we are hearing, and paying attention. A
great way to show we are paying attention, hearing, and understanding is to sympathize with the
customer. Thus, we should connect with customers and build trust; and let them know their words
have affected us.
Empathy goes a long way, and in fact, empathizing is one of the most powerful active listening
tools. It demonstrates all the elements of good listening: attention, hearing, understanding, and
remembering. By empathizing with customers, as Customer Service Representatives, we are
illustrating that we hear not only what the customer is saying, but the underlying emotions too. As a
Customer Service Representatives, we cannot relate to customers, or show that we are invested in
helping, unless we have empathy for their problems.
Paraphrasing, which is the technique of restating essential points, is another active listening
strategy we can use. It helps demonstrate effective listening, and helps us confirm to customers we
are on the right track. Active listening is fundamental to our success as a Customer Service

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Representatives. By using behaviors that demonstrate our concentration and focus on resolving
problems, our interactions with customers are sure to benefit.
12.3. Hear What People Are Really Saying
Listening is one of the most important skills we can have. How well we listen has a major impact on
our job effectiveness, and on the quality of our relationships with others; for instance:
• We listen to obtain information.
• We listen to understand.
• We listen for enjoyment.
• We listen to learn.
Clearly, listening is a skill that we can all benefit from improving. By becoming a better listener, we
can improve our productivity, as well as our ability to influence, persuade and negotiate. What's
more, we will avoid conflict and misunderstandings. All of these are necessary for Customer Service
Desk success.
12.4. Becoming an Active Listener
There are five key active listening techniques that, we can use to help us become a more effective
listener.
12.4.1. Pay Attention
Give the speaker our undivided attention, and acknowledge the message. Recognize that non-
verbal communication also "speaks" loudly, too.
• Put aside distracting thoughts.
• Don't mentally prepare a rebuttal.
• Avoid being distracted by environmental factors; for example, side conversations.
• "Listen" to the speaker's tone of voice.
12.4.2. Show That We Are Listening
• Nod occasionally, even over the phone, as if we were in front of the customer.
• Smile and use other facial expressions, even over the phone, as if we were in front of the

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customer.
• Encourage the speaker to continue with small verbal comments like yes, and "uh huh".
12.4.3. Provide Feedback
Our personal filters, assumptions, judgments, and beliefs can distort what we hear. As a listener,
our role is to understand what is being said. This may require us to reflect on what is being said and
to ask questions:
• Reflect on what has been said by paraphrasing. "What I'm hearing is... ," and "Sounds like you
are saying... ," are great ways to reflect back.
• Ask questions to clarify certain points. "What do you mean when you say... ." "Is this what you
mean?"
• Summarize the speaker's comments periodically.
12.4.4. Defer Judgment
Interrupting is a waste of time. It frustrates the speaker and limits full understanding of the message:
• Allow the speaker to finish each point before asking questions.
• Do not interrupt with counter arguments.
12.4.5. Respond Appropriately
Active listening is designed to encourage respect and understanding. As such we are gaining
information and perspective. Moreover, we add nothing by attacking the speaker or otherwise
putting her/him down:
• Be candid, open and honest in our response.
• Assert our opinions respectfully.
• Treat the other person in a way that we think she/he would want to be treated.
12.4.6. Barriers to Listening
If we follow these tips above, we should become a better listener, however several barriers might
get in the way us becoming a better listener, including:
• Our own biases or prejudices.
• Failure to understand the speaker because of a foreign accent.
• Inability to hear because of background noise
• Worry, fear, or anger.
• A short attention span.

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13. Paraphrasing
After completing this section, we should be able to identify the benefits of using paraphrasing
techniques.
Paraphrasing, which is the technique of restating essential points, is another active listening
strategy we can use. It helps demonstrate effective listening, and helps us confirm to customers we
are on the right track.
Customer Service Representatives can use the active listening technique of paraphrasing to
respond to customers. Paraphrasing involves listening carefully to what a customer is saying, and
then restating, in our own words, our understanding of what has been said.
Paraphrasing demonstrates all the elements of effective listening: attention, hearing, understanding,
and remembering. After paraphrasing, we should follow up with a closed-ended question to ensure
we have interpreted correctly, for instance "Is that correct?"

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Besides offering customers the opportunity to correct, clarify, or confirm our understanding;
paraphrasing helps us, Customer Service Representatives, act as a verbal sounding board.
Sometimes, when our customers hear their own problems paraphrased, it sparks new insights.
However, we should not repeat back what the customer says word for word. Indeed, we should
always use different words, while keeping the same meaning. The practice of parroting back exactly
what the customer has said can irritate her/him, and could interpreted as condescending. To the
contrary, rephrasing the message allows us to clarify, without showing any approval or disapproval
of what the customer has just said.
Paraphrasing keeps things neutral. Furthermore, it has the benefit of reassuring customers that we
have given their problems some thought, and we remember what they say. Nevertheless, if we want
to secure the rewards of paraphrasing, there are a few actions to avoid:
• Never interrupt – especially when are dealing with irritated customers.
• Sometimes it's tempting to cut in or jump ahead. We think it'll help solve the problem faster,
but it just makes things worse.
• The same goes for finishing a customer's sentence. We could be drawing on our experience
to anticipate what a customer's about to say. If we are doing that, it implies that we are not
listening to the customer. Always let the customer finish speaking.
As good Customer Service Representatives, we don't assume we have a solution just from the
general parameters of a problem. We ask questions to check our understanding and paraphrase to
confirm all the information we have. That's how we solve a problem. Perfecting our paraphrasing
skills will take our listening to the next level.

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14. Using Positive and Negative Phrases
In a customer service environment, the phrases we use when dealing with customers can affect the
overall success of that call with those customers.
The technique of active listening lets the customer know that we are paying attention and that we
are engaged with their cases or issues. A key part of active listening is the use of positive phrases
that signal our attentiveness. Some examples of such phrases are:
• "So, you're saying that the laptop was faulty as soon as you took it out of the box and you want
a complete refund. Is that correct?"
• "I understand that you want to get this issue resolved as soon as possible."
• "That sounds serious. I'm very sorry to hear you've been having trouble."
• "Yes, I understand, please go on."
Obviously, we should take care to use these phrases only in a suitable context. We should never
use them (or any other phrases for that matter) to interrupt the customer while she/he is explaining
the issue she/he is facing.
We should at all times avoid using negative phrases, as it conveys an unhelpful image of us, as
Customer Service Representatives, and that of our organization to some extend. Some common
phrases that should be avoided at all times when dealing with customers include:
• "We can't do that."
• "We won't do that."
• "You're wrong."
• "I don't think that's the way to do it."
• "I'll try."
Such negative phrases undermine the customer's confidence in our Customer Service
Representative’s abilities to deal with her/his issue or problem.

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15. Fives Phrases Every Customer Service Representative Should Know
and Use
We have all had bad customer service experiences. The ones where the Customer Service
Representative on the phone said the wrong thing, or misinterpreted how we were feeling, or didn’t
seem to pay attention to what we needed.
It is said that trust takes years to build, but seconds to break, and forever to repair. This same
notion can apply to a customer’s opinion of our Customer Service Representative support efforts.
We build up trust with our customers, but if our Customer Service Representatives let the customer
down or say the wrong thing during a call, that feeling of trust - and interest in prolonging the
relationship - may never be the same again.
To continue and build trust with customers, our Customer Service Representative teams should be
armed with these key customer service phrases they should remember on a daily basis. When
training, reiterate the intent behind each of these simple phrases and how using these can help
prevent escalated situations.
15.1. ”We are glad you reached out.”
This needs to be said at the beginning of the conversation. Make customers feel comfortable at the
start with their decision to approach us. Remember, their decision to contact us (whether via email,
live chat, phone, or otherwise) allows us to:
• Learn more about the questions, concerns and needs of our customer base
• Prevents our customers from trying to solve their problems themselves - and doing so poorly
• Limits the amount of time our customers cannot take full advantage of our services
• Allows us to build trust with a customer, helping to boost long-term retention
• Framing the conversation from the beginning with reassurance that we are open to their
contact, now and in the future.

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15.2. “We absolutely understand and want to help.”
Customers contact us for a variety of reasons. They have concerns! Wants! Issues! Problems! And
needs, questions, opinions, ideas … the list may go on.
They’re contacting us to tell us something they think is important. We must indicate that we
understand their feelings and their actions.
When they act with urgency, we will also act with urgency, because we understand they need
answers quickly.
When they have questions, we understand “why” they have these questions - and we are prepared
to help answer these.
When they are upset, we understand “why” they are upset and disappointed with a product, a
service or a situation they are facing.
Making them feel understood is making them feel heard, reassured, and confident we care about
providing the right response. However, don’t just say “I understand.” Don’t placate them. Said it with
empathy and elaborate on “what” we understand and how we feel about their situation. “I
completely understand. We’ve heard this before and we’re working on a fix right now.” Or, “I
understand how you feel, and what has happened is completely unacceptable.”
“I want to give you the best solution – please give me a moment and let me see what I can do” is a
line that provides a great segue into any need for time to resolve the issue.
We hope we are prepared to answer the vast majority of customer questions, nonetheless
sometimes, we need to ask someone else or do some research first.
There’re a few things to think about if we ever use this line:
Don’t start with “I don’t know” or “I’m not sure.” Looking unaware of this one answer can weaken the
customer’s perception of our ability to answer their other questions. Instead, we should use

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language that evokes confidence and our commitment to providing not simply the easiest answer,
but the “best” answer.
Wanting to discuss the question or concern internally with our internal teams is fine, but we should
continue to show customers the sense of urgency with the issue they raised. Nevertheless, we
should set expectations. We ought to tell them when we expect to have an answer to their raised
issues. Will it be 3 minutes, and we can keep them on the phone? Or will it be by 3 p.m. and we’ll
call them back? Therefore, by setting expectations - and meeting them - we don’t leave the
customer guessing at when their incidents may or may not be addressed.
Our customers have questions, and from time to time, we too might have questions. By
communicating our willingness to provide the best, most accurate and effective solutions, we’ll be
able to allocate ourselves the appropriate amount of time to quickly do research, speak to
colleagues in operations, and problem-solve.
15.3. “Is there anything else we can do for you today?”
As important as it is to act with urgency, it’s equally important to not make the customer feel like we
are in a rush to get the conversation over with, in order to move on to a different “more important”
customer.
The conversation isn’t over until the customer is confident in the issues, questions or feedback
addressed and any solutions proposed.
If they had a concern or question about how something works, we should explain and then make
sure to show we, Customer Service Representatives, are open to answering any other questions
they have. Our goal is to make sure the customers feel comfortable and confident before the phone
conversion is over.
15.4. “Thank you! I hope you enjoy the rest of your (Tuesday, afternoon,
weekend).
Our customers don’t owe us anything:
• They don’t have to purchase extra services.
• They don’t even have to consider us.
• They are not obliged to answer our customer survey.
• They don’t have to spread awareness of our services to their colleagues.
• They don’t have to make that customer service call with questions or comments, educating us
about the customer experience.
Nevertheless, as being customers, they do these things anyway. They’ve chosen to interact with us,
because they’re interested in the services we offer. Something we have said or done has intrigued
them, and now it’s up to us to follow-through on our promise to provide what they need.
Moreover, we should thank our customers:
• for taking the time to provide feedback to us. This will help inform our teams as they iterate on
our products or services in the future.
• for taking the time to ask questions, and allowing us to clarify.
• when they refer a colleague to our services, and provide them with a reward for doing so.
• for their long-time customer loyalty.

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This is a thank more for their trust, their commitment, and their decision to take time out of their day.
Showing our appreciation for their actions and communications will make the customers feel like it
was the right decision to choose contact us now.
At a minimum, we should end our conversation with “Have a great day!” – acknowledgement of the
timeliness of the communication shows our response isn’t “artificial”.
Finally, we might have provided helpful solutions, but the impression we leave on a customer is
sealed within the conversations’ final moments. With that in mind, an expression of gratitude is
certainly much better than an abrupt “Okay, goodbye.”

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16. Practicing Interacting with Customers
After completing this exercise, we should be able to use verbal communication skills effectively in a
customer support environment.
In this exercise, we could demonstrate an understanding of how to use verbal communication skills
effectively in a customer support environment:
• Distinguishing between formal and informal communication
• Overcoming barriers to communication
• Using speaking skills and vocal cues effectively
• Identifying factors that contribute to effective listening, and
• Recognizing the advantages of paraphrasing
16.1. Question 1 i
Match the forms of communication to their examples. Each form of communication may match to
more than one example.
Options:
Formal communication
Informal communication
Target answers:
Hi, Rochelle! How are things with you? We have a number of excellent business offers
today.
Hello, Mrs. Reynolds. I hope you are well. How may I help you?
Hello, Mr. McCarthy. This is Anya speaking. How is your family?
Yes, I have all your details here. Now, would you like our economy package or our premium
package?
Hi, Ellen. Yes, that incident on the train this morning was very funny. So, how can I help you
today?
16.2. Question 2ii
Maria is taking a call from Haruto, who needs some help with an online order.
Which methods can Maria use to overcome barriers to communication?
Options:
Adjust her message to fit Haruto's vocabulary, interests, and values
Ask for feedback to check if Haruto understands
Reinforce key points
Use jargon and elaborate sentences to give a good impression of the organization
Enthuse or overstate what she can deliver

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16.3. Question iii
Match categories of vocal cue – positive and negative – to the corresponding examples. Each
category may match to more than one example.
Options:
Positive vocal cue
Negative vocal cue
Targets:
At a fast rate, you say "Sure, I'd be very glad to do that."
Speaking loudly at a slow rate, you say "No, I'm sorry. The report will not be ready by Wednesday."
With rising inflection, you say "OK, that's booked. Was there anything else that I can help you with?"
At a high pitch, you say "I have to work overtime this Friday?"
16.4. Question iv
Which factors can contribute to effective listening?
Options:
1. Read between the lines and listen for "unspoken" service requests
2. Assess the customer's level of expertise and emotional state
3. Pay attention and listen for ideas
4. Take notes
5. Concentrate only on the problem
6. Make your calls in a private office
16.5. Question v
What are some benefits of paraphrasing?
Options:
1. Demonstrates that the customer's problem has been listened to and understood
2. Gives the customer the opportunity to correct or clarify your understanding
3. Enables you to serve as a verbal sounding board
4. Doesn't judge what is said
5. Provides reassurance to customers that their problems have been thought through
6. Allows you to interrupt the customer when you feel you have the solution
7. Shows approval of what the customer says

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17. In Conclusion
When interacting with customers, we should know the difference between formal and informal
communication, and adjust our tone and language accordingly; assess the customer and tailor our
responses to their needs.
We should use effective vocal cues to convey a positive, professional demeanor; pay attention to,
identify, and remember customers’ concerns; and paraphrase to show we understand their problem.

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18. References
• HelpSpot: https://www.helpspot.com/blog/customer-service-phrases
• MindTools: https://www.mindtools.com/CommSkll/ActiveListening.htm

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19. Interacting With Customers Vocabulary
Call-flow process: a seven-stage approach to customer interactions, from the beginning of the call
to the post-call follow-up. Especially effective when dealing with difficult callers.
Communication: the act of conveying information through verbal and nonverbal cues, the written
word, or images. Involves listening, speaking, observing, and interacting.
Confidence: a feeling of self-assurance; a state of mind of being in control and capable.
Conflict: disagreement or failure to agree between two or more people, typically seen in the
customer service environment between a customer and Customer Service Representative.
Customer Service Representative: the point of contact between the customer and the company.
The Customer Service Representative plays a key role in maintaining continued customer
satisfaction, dealing with queries and incidents, and even generating revenue through sales.
Customer: person who buys good or services, or with whom one does business. In the support
center environment, the customer is generally the person who calls the Customer Service
Representative for assistance.
Jargon: business or industry-specific terminology.
Negotiation: a process whereby both parties seek to achieve a mutually satisfactory outcome or a
win-win situation. Typically seen in the customer service environment between a customer and
Customer Service Representative.
Rapport: refers to a close relationship in which people or a group communicate well and share a
common idea or feeling. In the support center environment, rapport relates to the interaction
between the customer and the Customer Service Representative.
Self-empowerment: a process whereby self-confidence is improved through personal growth.
Stress: a feeling of tension or anxiety that a person experiences when under pressure. Symptoms
could include a fast heart rate, sweating, clammy hands, and nervousness.

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20. Answers to Quizzes
i
Answer 1
This is an example of informal communication. The first name of the customer was used, and the
initial inquiry falls outside the business realm.
This is an example of formal communication. The title and family name were used and the question
is related to the business situation at hand.
This is an example of informal communication. Although the title and family name were used, the
question about Mr. McCarthy's family would be considered social discussion.
This is an example of formal communication. The language is unemotional and directly related to
the business situation at hand.
This is an example of informal communication. If a customer service representative has a good
relationship with the customer, social discussion and humor can strengthen the relationship further.
Correct answer(s):
Target 1 = Option B
Target 2 = Option A
Target 3 = Option B
Target 4 = Option A
Target 5 = Option B
ii
Answer 2
Option 1: This is a correct option. When solving a customer's problem, assess the problem and the
customer and tailor your responses to their needs.
Option 2: This is a correct option. Getting feedback from the customer will let you know if the
customer understands the information you have shared.
Option 3: This is a correct option. Re-emphasizing the important points of a solution is a good way
to ensure that the customer will understand and remember that solution.
Option 4: This is an incorrect option. Some customers may be intimidated by technical terms, or
jargon. Use direct, clear, and simple language.
Option 5: This is an incorrect option. If you're overly enthusiastic or overstate what you can deliver,
only to fall short, you risk losing customers. Instead, select your words to suit the possible solution
or outcome.
Correct answer(s):
1. Adjust her message to fit Haruto's vocabulary, interests, and values
2. Ask for feedback to check if Haruto understands
3. Reinforce key points

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iii
Answer 3
A positive vocal cue will generally accompany good news and will use an upbeat tone.
Speaking at a fast rate is usually a positive vocal cue.
A negative vocal cue is used to convey bad news and uses a pessimistic or contradictory tone.
Examples of negative cues are speaking loudly and a slow rate.
A rising inflection is a positive vocal cue that sounds upbeat and is used to convey good news
or a happy disposition.
A high pitch is a negative vocal cue. It often conveys bad news, disappointment, or disbelief.
Correct answer(s):
Target 1 = Option A
Target 2 = Option B
Target 3 = Option A
Target 4 = Option B
iv
Answer 4
Option 1: This is a correct option. By listening for subtle service requests, you can act on them and
thus increase customer satisfaction and loyalty.
Option 2: This is a correct option. By assessing these factors, you will be able to tailor your solution
to the "whole" customer and limit the need for follow-up.
Option 3: This is a correct option. You need to be able to overcome distractions and customers'
idiosyncrasies and listen for ideas and central themes if you are to understand your customers'
needs.
Option 4: This is a correct option. Taking notes is a great way to help keep you more focused. It will
help to reinforce the central ideas that your customers are communicating.
Option 5: This is an incorrect option. To establish the exact nature of a service request, you'll have
to concentrate on more than the problem. There is often a process of discovery between the
customer and the Customer Service Representative.
Option 6: This is an incorrect option. This is not always possible in today's customer support center
environment.
Correct answer(s):
1. Read between the lines and listen for "unspoken" service requests
2. Assess the customer's level of expertise and emotional state
3. Pay attention and listen for ideas
4. Take notes

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v
Answer 5
Option 1: This is a correct option. Paraphrasing uses all four elements of effective listening:
attention, hearing, understanding, and remembering.
Option 2: This is a correct option. Paraphrasing allows you to ensure that you have the correct
information before you go about formulating a solution.
Option 3: This is a correct option. This can sometimes help customers come to conclusions after
they hear their own problems paraphrased back to them.
Option 4: This is a correct option. There is no judgment of what an individual has said with
paraphrasing, just a restating of the facts for clarification.
Option 5: This is a correct option. Paraphrasing reassures the customers that their problems have
been thought through in some manner and committed to memory.
Option 6: This is an incorrect option. If you interrupt your customers or try to get to the point, you
might solve their problems, but they might still feel frustrated.
Option 7: This is an incorrect option. There is no judgment of approval or disapproval made of what
is said. Paraphrasing is simply a restating of the facts in your own words.
Correct answer(s):
1. Demonstrates that the customer's problem has been listened to and understood
2. Gives the customer the opportunity to correct or clarify your understanding
3. Enables you to serve as a verbal sounding board
4. Doesn't judge what is said
5. Provides reassurance to customers that their problems have been thought through.

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Interacting with customers (IT Customer Service Skills)

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