Talking to Customers

-Customer Service-

When helping customers you may have to break the bad news ,you will want to do so in a positive manner.Below are a few summary's and examples of situation's where a good post will go along way with the customer.


Example 1.The customer wants one program to perform a certain task or set of task's. Offering them a free alternative will make the customer happy instead of upset at the bad news. Based on the fact your rejecting there request, some customers will still be upset. Other users will be able to vote positively even if the asker gives you a bad rating.

Q.I need a serial key for Microsoft office

A. Dear johndoe,

I'm sorry to inform you that we can not give out serial keys as it is Illegal and against Fixya's policy. You may purchase a license here if you so choose http://office.microsoft.com/en-us/products/FX101211561033.aspx

There is an alternative to Microsoft Office, that is free of charge. Openoffice can be downloaded here at http://openoffice.org. This program is user friendly and works just like that of Microsoft Office.

Thank you for choosing Fixya!

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Example 2. In the next situation the customer already knows what the problem is but is still hopeful for a solution. Describe what they could have done, or can try..along with any more information letting them know why they need to replace the item if that is the case. This will help prevent them arguing or rejecting your solution.

Q. Dear John Doe

I recently dropped my cell phone into the sink when I was shaving. I took the battery out and tried drying it overnight. The next day I tried charging the phone, when I powered it on the back light lit up but I could not see any text. Help!!!

A. I regret to inform you that your cell phone has suffered hardware failure due to water damage. The chosen method is to promptly remove the battery dry them off and place in a bowl of rice (covered up) to draw out any water from inside the phone.
Try using the method described above.Failure to do so promptly will cause the cell phone to short out when turned on. If the rice process does not work you will not be able to salvage your phone.

Sorry for your misfortune, Thank you for choosing Fixya!
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In both situation's you are providing bad news as well as helpful information. You still want to try and help them with there problem regardless. This works well for any type of question.

Key points-
*Sound professional
*Offer alternative advice
*Use complete sentences
*Check your spelling and grammar

Final Notes: Customers can be very hard to handle or understand, keep in mind that they could be very old or have never used said device. Everyone has there own comfort level, try to match there level of knowledge using lingo they will understand. You don't want to make them feel overwhelmed with big tech words ect. that will frustrate them and lead to the point where your doing them more harm then good.