Basic customer service skills | Freshworks Academy | Skillshare

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Taught by industry leaders & working professionals
Topics include illustration, design, photography, and more

Watch this class and thousands more

Get unlimited access to every class
Taught by industry leaders & working professionals
Topics include illustration, design, photography, and more

Lessons in This Class

7 Lessons (21m)
    • 1. Support email checklist

      3:05
    • 2. Exceptional email ingredients

      2:44
    • 3. How to say no to customers

      2:33
    • 4. 7 things you should never do in customer support

      3:44
    • 5. 7 ways to communicating feedback

      3:00
    • 6. How to cultivate empathy in customer service

      2:46
    • 7. How to deal with difficult customers

      3:24
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About This Class

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Being an expert in customer service is mostly about getting the most basic support skills right. Communicating properly, expressing empathy and willingness to help, staying motivated are just a handful of important skills that every support rep needs to be good at.

This series of videos will take you through the basics of email communication. The topics we cover are:

  1. Tips to write a good email
  2. Making your emails effective and memorable
  3. Saying no to customers over email
  4. Things to avoid doing in customer support

This course is ideal for you if you are just starting your career in customer service or if you just need a refresher on some of the basics.

Meet Your Teacher

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Freshworks Academy

Customer Service, Sales, Marketing, ITSM

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Transcripts

1. Support email checklist: a good email helps create a fulfilling support experience for your customers. Writing a good support email depends a lot on getting some of the basic email etiquette right etiquette that you can easily maintain using a checklist. Let's look at the six main checks you should do before you hit. Send on any email number one. Have you addressed the customer by their name? It's a good practice to call your customers by their name. If you do not know the name, a simple hi there will do but do start every reply with a semi formal greeting. No matter how burning the issue is, it shows your customers that you are calm enough to handle their problems. Number to have you thank the customer. Even if the customer wrote in with the complaint, they have taken an interest in your company, and that should be met with gratitude. You could thank them for using your product. You could thank them for bringing the shoe to your notice. You could even thank them for giving you a great feature idea. A simple thanks will make them feel valued, but say it only if you mean it. Number three have you answered all the questions the customer lost. Always value your customers. Stay and give them clear answers to all the queries in one go. If you've clarified some off the adults and need more time to answer the others, go ahead and say it. Or else the customer would feel like you did not read their full email number. Four. Have you addressed the underlying emotion off the email? Sometimes what might seem like a simple problem, too. You would make customers angry and frustrated because it is actively preventing them from getting what they want. So if they sound anxious or sad or frustrated or angry, go ahead and address it directly. We'll show them that you're doing everything you can so they don't feel that way. If there is nothing you can do to help, you can still address and tell them that you are sorry they feel that way. A simple acknowledgement will show them that you care. Number. Fight. Have you tried out the solution before suggesting it? Before you ask your customer to refresh the screen or try from a different browser, try the solution yourself. Maybe the solution, the experts suggested, stopped working you don't want to find that out from your customers. Number six. Have you checked for Grandma? Broken links Correct. Scored on attachments. It's hard to look like an export problem. Solve world when you overlook the little things your stools, like Microsoft Word or Grammar to check for spelling and grammatical letters. Similarly, if you are sending a link or accord, make sure they're working. And always check to see if you have attached document that you promised to attach. There you have the six checks. You can implement them right away and see the world of difference it makes to your conversations. In the next video, we'll talk about how you can convert your good emails into exceptionally meals. 2. Exceptional email ingredients: what a good isn't enough. What if you want to write an email that is exceptional on back an exceptional support email had to reach out and build a born with your customers. Let's look at some of the ingredients, often exceptional year. First ingredient is convenience. Value your customers time and make it as easy as possible for them to read the evening. You can do this by highlighting the most important point they need to know, adding screenshots using bullet points and, if the email is too long, converting part of it into a document on linking that from the email. But make sure to explain what's in the document concisely. Second ingredient is anticipation. Understand the end goal of your customer based on their queries and help them achieve that . For example, if the customer is asking about your return policy, it's probably because they wanted about buying something that may not be right for them. You can use this opportunity to help them pick up the right product so they will not have to return it. Anticipation decreases the time to resolve issues and increases your customer satisfaction . I thought ingredient is simplicity. Do not assume that your customer will have the same knowledge about your product ourselves . As you do. Remove all the Jagan's or fancy terms from your email and explain everything in simple words. Use the same words the customers used to refer to your features. Fourth ingredient is personality. Usually companies set the tool and voice for support communications. But there is no harm in showing your personality in the emails, even as you are following the guidelines. For example, instead of closing with your default email signature, you could sign off with your picture or fungi. Customers are more likely to remember the interaction and you when you show who you are. Fifth and final ingredient is sincerity. Express only your true emotions and personality. Never say things in your email that you do not mean. This is why over apologizing and throwing company fed responses that people puts them off so as much as possible be true in your emits. In addition to all the ingredients that I just mentioned, you can find other ways to go the extra mine in your emails. If you are to swarm to take great care while writing every email, how about making every 10 female special As any customer who has had a support email bright in the a day will tell you it is worth every effort that you put it. 3. How to say no to customers: there are many occasions in support when you would have to turn down your customer. Maybe the customer asked for a product or a service that you don't offer. Or maybe they made an unreasonable or even an unethical demand. So learning to say no is an essential skill you need as a supporter. Here are some things to keep in mind when you're saying no to your customers, say no quickly. It's natural to try and a wide disappointing the customer for as long as possible. But saying no at the end of a long and taxing conversation is much worse if you're positive that nothing can be done to help the customer. But you're still willing to try and find the solution, say that exactly instead of giving them hope, always ask why asking why they want what they want. This will not only help you understand their need better, but will also show the customers that you do care about what they have to say. Sadist, alternatives and resources. If customers are asking for something that cannot be done by you, point them to someone who can do it, even if it's a competent er, if there are other, more effective ways of achieving their goal. Educate them and send them the right to sources. Do not over compensate. Do not try to balance out your bad news with free goodies or by being extremely apologetic . It sets a bad presidents that your company's job is to do the customers every bidding, saying no is not the end of the world for you, all the customer. So don't act like this first North today saying no takes effort and saying it multiple times a day can be dreaming. There are some days when the product update that your company may or the sale that your store is having is causing you to say no to many people. But remember, the customer who is hearing the North is hearing it for the first time. Just save some of your best answers and use radiations of its throughout the day, express empathy and reflect. Even if the customer's request is completely out of the scope off your product or service, go ahead and express regret for not helping them. Customers need to know that you understand the predicament that they are in else it will lead to unnecessary negativity on escalation. It goes without saying that disappointing a customer is the most difficult thing in customers. Those we hope that these points will make the process a little bit easier for you and your customers. 4. 7 things you should never do in customer support: I o customers not impressed with your support. No matter how hard you try, that's probably because you're committing one of the seven sins customer support number one groveling When you've made a mistake, everyone makes mistakes when they doctor customers. But there is a fine line between apologizing on gravel. It just because you're overcome with remorse and want to make things right doesn't mean you can bomb about the customer with apologies. Apologize gracefully. Accept your mistake and try to make things right for the customer just the one time. If the customer isn't willing to be wooed back. Respect their decision. Number two. Making the customer switch channels Respect your customer's preference. If they contacted you through channels like Twitter Chat and you switch to email because that's the channel you prefer. You've come into the support, said it was the other way around. If the customer reaches out to you over email and you want to solve it quickly over phone, that's not right either. In fact, you can do that. Only one of two things happened. The customer asks for it, or it's a high priority issue that you cannot solve over just one email Even then, I'd say, Ask the customer if they're okay with it before calling them number three, pointing off customers mistakes. You don't have to take everything, the customer says lying down, but you need to pick your battles and learn to let some mistakes school. Latching onto a mistake the customer made on blaming them for the late resolution is just not right. If you do so, even if the customers problem is resolved, they will feel disappointed and foolish. Indian. Nearly every customer will ease up when you shoulder some of the blame. Number four not communicating, always provide a reason for your every move, especially when you use a ticketing tool to manage your support and your customers are receiving notifications at every step. Explain why you're you're signing ticket. Explain why you're bumping down the priority and explain why you're resolving the ticket. If you do not communicate properly, customers will feel neglected and frustrated. Number five, using words like but or however immediately after, thanks or sorry when you say something like, I'm sorry this happened to you, but anything you say off to that just doesn't matter. The buckling gates, the sorry or thank you, you just said, and anything you say after that is you putting the blame on the customer while you're at it . Just remove the world, actually, from your support vocabulary. Anything that follows the world actually is just an excuse for why whatever happened is not your fault. Number six, Resulting toe a template every single time. Having a consistent template to reply to emails is efficient, but try not to incorporate it in every email but them. That makes for an acceptable first response, but it just doesn't cut it when further interaction is required. Dishing up the same boilerplate every time, however polite and amiable, just makes you seem robotic. Number seven rolling off the sales pitch There's nothing more frustrating to a customer than writing to the support team, only to come face to face with a sales person. Do you mean well? And the only reason you want the customer to move to a higher plan all by a new product is so the problem will be solved. Pushing them to pay more will make them feel like they're just a number in the balance sheet. So until your customers ask for help exploring their options. Do yourself a favor and keep that sales, which topped out of sight. If you indulge in any of these things, you need to stop it now, This hold you, your customer and your company. 5. 7 ways to communicating feedback: your job of helping customers doesn't stop as soon as you're done talking to them. It also involves passing on the important feedback they gave to the right owners and doing everything you can to implement it. Hi, I'm raw. Go from the fresh disc Academy. Today we're going to talk about ways to communicate customer feedback to the right teams. Send them an email. I know this sounds simple, but a lot of times we ping the owners on hangouts or slack, or we just walk up to the right person to convey the feedback that was received. It would be hard for them to switch context from whatever they're doing to understand the feedback, but with emails, they can open it whenever they have time and reply to you asking for more details if necessary. Set up dashboards showcased the major complaints. Issues and compliments from customers to the entire company categorize them into themes like feature requests, customer experience, problems, miscommunication and more Highlight the top problems within each theme, Owners like product managers, UX designers and marketers will get a clear idea on what customers like and dislike and tweak their work accordingly. Use forums set up forums where customers can explain their use cases in problems, up vote requests and comment on ideas the owners will get to hear from customers first hand on what is important to them. Tag issues with the right keywords if you're using a help desk to support customers, tag tickets with keywords and also include the owners in the conversation with the customer . This way, when the owner needs more intel to solve this problem, they can just pull up the tickets with the corresponding tags, all hands on support. If the owners get a chance to support customers periodically, the communication gap between support teams and the problem owners will be removed. Even when your company becomes too big for an all hands on support model, a selected group of people can still continue this approach. This way. Customers needs will always remain the first priority. Do the ground work. By the time the feedback for a project is taken to the owners, they would have moved on to the next project. You can help them out by doing the ground work, like gathering more use cases, setting up customer research calls and more become coal owners. Each person in support can take up one feature or theme in the product and become an expert in both the feature and support cases related to it. This way knowledge about a particular theme is not scattered across multiple people. It becomes easier for owners to include one expert in their meetings, as opposed to picking the brains of everybody in the support team. Knowing which feedback is truly beneficial and passing them on will add more credibility to your ideas and remember to pass on the good feedback to. 6. How to cultivate empathy in customer service: empathy is the most important skill you need if you are in customer support, because you will be talking to different kinds of customers from waiting backgrounds every day. Hi, I'm really from the fresh disc Academy today. We're gonna talk about the ways in which you can cultivate and improve your empathy. I understand your biases. Biases are the unfair split second judgments we make based on a person's language, color, accent, religion, gender and more. For example, if attack issue is reported by an older customer, as opposed to a younger customer, we are more likely to see that as a user error rather than a world problem. A good exercise to get away or biases and support would be toe. Ask yourself if you would react the same way if the customer was someone else. Three. Fiction Reading fiction is like seeing the world through someone else's eyes. It is a proven technique to increase empathy, especially in Children. Some other similar activities that can help you put yourself in someone else's shoes are watching fictional drama, volunteering and meeting one new person every day. Maintain positivity. Being empathetic to the first customer of the day is easy. But to treat the last customers the same way you treated the first customer, you need to remain positive on motivated. Observe yourself for a week and no tone every time you feel a positive or a negative emotion on the reason behind it. This way you can award the things that motivate you and do more of the things that make you happy. Understand your cost. Moby's. When you don't understand where your customers coming from, it's easy to think that they are overreacting to a simple problem. It's hard to mask those thoughts and act as if you are in pathetic. To cross that barrier, you need to figure out who your customers are and what your product or service means to them. The more you know about them, the better you can bridge the gap and cultivate empathy. Teaching requires patience and practice. If you get the opportunity to teach about the product or service that you support to a new teammate, take it up immediately. You will be able to see what new customers struggle with and how each person understands things differently. This will make it easier for you to give the right kind of attention toe every customer and empathy filled interaction makes customers feel valued and happy even if they don't get their way. What are the ways in which you cultivate them? Let me know in the comments section. Thanks for watching. If you found this video useful, give us a thumbs up. 7. How to deal with difficult customers: If you're in a customer facing rule, you will often have to deal with people who are aggressive, abusive, unreasonable or even reasonable people who are simply stressed out. How do you make these conversations easier and less stressful for you and your customer? Hi, I'm Rocco from the Freshdesk Academy Today. We're going to talk about ways to deal with difficult customers. Show them you understand. If you feel the customers justified in their anger, let them know that you're on their side. Say things like, you're right or I'm going to prioritize this issue for you and show them that you are there . Advocate within the company. Be quick to apologize, apologize even when it's not your fault. Nearly every customer calms down when you shoulder some of the blame. But make sure you do not apologize too much and sound insincere in the process. Set expectations. If a customer is rude, simply let them know that you will not respond to further enquiries until they change the way they talk to you. This way, they will have to become less abusive or threatening in order to get help. Don't play the blame game, even if the fault is on their side. The top most priority is to keep the customer happy, so never indulge in the blame game. Even if the customer starts it. Tell them that resolving the problem at hand is way more important than assigning blame. Escalate its OK. Escalating an issue to your manager lead just helped because the customers feel like they're being taken more seriously. It is not a failure on your part. It just means that you care enough to see that the problem is solved even when you are not the one solving it. Change agents be setting a conversation with a new face can help ease a customer's frustration. But before you pass the baton, remember to brief the new agent about everything that has happened so far This way. The transition is seamless. Establish equality. Some customers tend to think that is a young, inexperienced support rep. You might not be the right person to handle the problem. Some might hold a high position in their company and would not want to talk to anybody less than a vice president. But if you are the best person available to help the customer quickly, immediately establish that you are unequal and that you are qualified to solve the problem . Train yourself. Train yourself in skills like anger management, stress management and negotiation that are important to successfully manage difficult customers. Face it head on. Don't shy away from dealing with the difficult customer unless it's necessary. The relationship Ford's with customer after difficult conversation is much stronger than the ones forged after a nice conversation. Your most frustrated customers are your best source of learning full of these tips to handle difficult customers every day and turn every hard conversation into a chance to learn more. What are the methods that you used to deal with difficult customers? Let us know in the common section below. Thanks for watching. If you found this video useful, give us a thumbs up.