Manage customer service for Quality Assurance

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hi everybody in this lesson i'm going to show you 36 really great english phrases for professional customer service the lesson is perfect for you if you work in a call center or if you ever need to deal with customers on the phone and some of the most useful phrases you'll learn in this lesson will help you to deal with complaints and angry customers but first we look at answering the call and greeting the customer one of the simplest and most professional ways to answer the phone is to say hello followed by your company name this is followed by your name from customer service how can i help you today for example hello english for professionals this is derek from customer service how can i help you today or hello thank you for calling english for professionals this is derek from customer service speaking what can i help you with today now we don't always get a positive response when we answer the call and greet the customer sometimes they have a problem that they want to tell us about here's what we can say i'm very sorry to hear that i'll do my best to resolve this for you now or i'm so sorry to hear that if you could give me your name and order number i'll start looking into this immediately but what if you're not the right person to help the customer you may need to transfer them to a different person or department i understand i'm going to transfer you to our finance or sales or shipping department they'll be able to help you with this request matter issue please hold for a moment or i understand i'm going to put you through to our name of department so they can help resolve this issue is it okay if i put you on hold for a moment or i see let me transfer you to name of responsible person he or she is the right person to talk to and i'm sure he or she will be able to help you with this would you mind being on hold while i get in touch with him or her for you if you are the right person to help the customer you'll probably need to get some customer information from them absolutely could i please get your full name to check that order for you or great could you please give me your customer or your account number no problem do you happen to have the order number so i can bring it up do you happen to have is just slightly more friendly and polite than saying do you have and to bring something up means to bring it up on the screen in front of you i see could you please give me the account number listed on the invoice and you might also need to ask the customer for billing or credit card information could you please provide your current billing address or could you please verify your address could i please have your credit card number cvv code and expiration date the cvv code is a three-digit number that you should find on the back of your card when dealing with customer requests or questions we often need a few minutes to check or find other information here's what we can say in this situation i see i'm going to need a moment to check that for you can i put you on hold or i understand please give me a minute while i pull up that information would you mind being on hold while i do that to pull up information is very similar to bring up to pull it up on the screen in front of you if we ask the customer to hold it's very important to thank the customer for holding once we're back on the call with them after checking the information it's very common to say the customer's name like a question to make sure they're still on the line then say thank you for holding i have that information for you now for example mr callum thank you for holding i have that information for you now or mr callum thank you for holding i'm sorry it took a little longer than expected or mr callum thank you for being so patient i have all the details here now and now it's time to move on to the unpleasant part dealing with problems complaints issues and here's a tip for you if there is a problem or issue of any kind it doesn't matter whose fault it is always show understanding for the customer's situation and our first example is incorrect shipping address it looks like your order was shipped to the wrong address i'm very sorry about that i'll correct that and organize a new order right now it will leave our warehouse today and should arrive within and then give the time period example two the delivery never arrives i'm so sorry to hear that and then use the customer name let me bring up your order so we can see what happened and make sure that delivery arrives this time example three missing items i'm so sorry about this mix up i will correct the order and get the missing items to you as soon as possible example four faulty products i'm very sorry about the inconvenience i know this is frustrating i'll contact my supervisor immediately to see how we can resolve this for you is it okay if i call you back within the next and then say the number hours sometimes when there's an issue or a problem customers can get quite angry or impatient it's important to stay professional and calm and again to show understanding i can appreciate how frustrating this must be let me contact my manager and get this resolved for you right now or i'm very sorry for the inconvenience i know this isn't ideal i'm going to look into this immediately and find out what went wrong and how we can put it right for you or i know this is extremely inconvenient and i appreciate your patience i'll make sure we resolve this for you today or i'm going to do everything i can to get this resolved as soon as possible and one more example i totally understand i would feel the same way please give me a moment to look into this and find the right solution for you but what if we can't fully resolve the issue for the customer on that call what do we say sorry and then use the customer's name can i check this with my manager and get back to you in the next hour or customer name i'm afraid i need more time to look into this properly for you would you mind if i call you back in the afternoon when i found the right solution or the right option for you and here are some different ways to close the call thanks again for your call do you have any other questions or well i'm glad i could help you resolve this issue is there anything else i can help you with today or please feel free to get back in touch if there's anything else i can do for you great well thank you very much for calling and have a great day a great evening or a great weekend great thanks again and have a nice day i hope you liked this lesson and found it useful if you did give it a thumbs up and watch one of these next