"How long will we be stuck with this problem?"

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2. Prepare a script with a clear goal
Every sales rep or customer service person should have scripts that they use in their job. Scripts are very effective in optimizing communication (just put aside the avoidance of miscommunication ). ) When you belarus telegram database hire and start your customer support staff, give them scripts to work with. Allow them to automate certain messages so that your customers don't get on edge. Often times, customers feel that they have been wronged for some issue and that they don't deserve the problem they are having. This is a perfectly reasonable explanation for why customers are upset when they call you or start chatting with you on live chat.
For example, say something like:
"We hear you"

"That's such a shame."
"Very saddened to hear this. Looking for solutions as we speak."
This will calm your customers, avoid endless small talk, and allow for more efficient communication.
3. Follow your brand voice, but to a limited extent
Brand voice is important and following it is also important, but when it comes to really tough problems, you need to leave a certain tone of voice alone. But when you're faced with really tough problems, you need to change your tone of voice. Use emojis in your email newsletters, send GIFs in your live chats.

But this only applies if the other person is reaching out for something rather trivial. When people are angry, annoyed, or confused, the last thing that comes to mind is a Shrek GIF or 100 emojis from a complete stranger. So if your brand voice is very authentic or quirky, try to avoid using it as much as possible when solving serious issues, or you increase the risk of miscommunication.
Here we have summarized the brand voice and its characteristics.