![]() However, as good as the phrase is, overusing any phrase turns it into a cliche. ![]() GET Fluent Support Alternatives for “Thank You For Your Patience” I’m guessing it might do the same to you too! The real reason, with its nuance, really took me by surprise. Acknowledging the positivity in a customer through appreciating their patience. So instead of highlighting negativity (the delay and the companies inability to minimize it), service agents go for the positive phrasing. A service agent is supposed to keep the conversation positive, whatever the situation. Service lingo revolves around using positive language. But that’s not really a positive way to handle it. So when a delay inevitably occurs, focusing on the company’s shortcoming and apologizing for it, might be one way to do it. That’s the answer if you’re used to taking straight answers at face value. Second, it conveys that you are grateful for the patience the customer is showing towards that delay. “Thank You For Your Patience” conveys 2 things.įirst, it acknowledges the delay a customer is facing to get their solution. ![]() So the when is, anytime your system, your policies or your solutions need customers to wait. Letting customers know that and be patient is the only way in this scenario.įorwarding to another agent If a customer needs to be forwarded to another agent, the waiting time needs to be accounted for and more importantly, acknowledged. Multiple departments are involved When multiple departments are involved with an issue, it can take a significant amount of time to process and finalize a solution.Ī supervisor needs to be consulted Many issues can require a managers/supervisors approval to be tackled. A situation like this does require patience. Technical difficulties on the agent end Service agents rely on a number of tools when facing customer queries. This usually takes time and you’re supposed to let the customer know that. For a ballpark summary you can consider these situations to use the phrase.Ĭomplex Problems The issue the customer is facing is unprecedented and requires thorough troubleshooting. The phrase is used by service teams in a number of situations. Why and when to say “Thank You For Your Patience”? In this article we’ll look at why customer service teams use it and what alternatives you can use for it. This was where the phrase “Thank You For Your Patience” got picked up in service culture.īut is there nothing more (or maybe less) to be said? Service teams and managers came up with a solution to make the silence less awkward for both customers and agents. For customer service agents, this awkward silence while looking for a way to solve an issue is an everyday thing. So what do you do when that happens?Ī customer is on hold, waiting for your response, or for you to get something done on your end. It’s normal for some issues to take longer to fix. Some are straightforward, others, not so much. Customers come to businesses with a variety of asks.
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