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Sample attorney billing descriptions for Customer Support

customer ordered an oven but you received a cutting board and she thought it was a practical joke in this video I've put together six mock calls representing six different scenarios with explanations let's begin scenario number one and did you register your account or did you sign up as a guest I signed up as a guest I don't have time for it my employer passed away and I had to stay in the hospital for a few days so I haven't had the time to create my account oh I'm so sorry to hear that my condolences thank you would you like me to create an account for you or do you prefer to log in as a guest um yes please that would be a great idea that would make things easier for me all right as you heard the agent only said I'm so sorry to hear that my condolences and then they moved on from there let me tell you why there's a reason why I understand I'm so sorry to hear that are considered cliche because most of the time they work and they're enough when a customer mentions an unfortunate event you want to start with these default responses they are unobtrusive and unassuming they are great initial responses when you're still in the process of gauging the customer's reaction to that unfortunate event some people just don't want to discuss their emotions with strangers they might happen to casually mention it in passing but they don't want to dwell on it with a stranger and the customer's response was just thank you she didn't volunteer more information so it was a cue for the agent to just move on to the subject at hand which was creating her account and some of you might say these responses are just too phony and generic to be taken seriously by the customer but the thing is there's also a risk of over personalizing your message before you even understand how the customer feels about the situation what if she's just she just really want to when mention it in passing and you're already going over the top with your empathy statement that would make for an awkward conversation when you're just more upset than the customer my point is if it ain't broke don't fix it but what if the customer instead of just moving on from the subject volunteers more information says more than thank you then that is your cue to amp up your empathy statement let's listen to this mock call and did you register your account or did you sign up as a guest I signed up as a guest I don't have time for it my employer passed away and I had to stay in the hospital for a few days so I haven't had the time to create my account oh I'm so sorry to hear that my condolences thank you it was such an ordeal for him 83 years old he was he got cancer no kids no relatives and I was the only one with him the entire time I can only imagine how tough that must be oh you have no idea there was something about it that was just beyond sad you know yes to see someone dying without a family to take care of him I'm I'm telling you I I wouldn't wish that on my worst enemies I think anyone can relate really I'm not looking forward to getting old myself and cancer is such a horrible horrible disease and I hope you're taking care of yourself right now thank you you're so kind I will be seeing my family this weekend so that should help a lot you do that that's a really good idea we all need people in our lives I definitely will and if you want I can create an account for you so you don't have to fill out the form would you prefer that oh that'd be wonderful thank you honey it's just been so hard this week of course of course no problem at all I'm here to help okay so as you heard instead of just saying thank you the customer said more she said thank you it was such an ordeal for him 83 years old he was he got cancer no kids so this is a sure sign that the customer wants a listening ear because she's volunteering more information about it so as you heard she said I'm I'm really sorry to hear that I can only imagine how tough that must be that is definitely generic and most of the time that would suffice that is like an invitation for the customer to go on say more I'm listening you don't you definitely don't have to come up with something unique there is a misconception that we have to say something unique in order to empathize in this stage of the conversation the agent is still inviting the customer to say more she doesn't know anything yet about it there's just very little information to go by you want to invite her to share more and unload her feelings and then you can go from there you can personalize your responses from there and so when the agent heard that she realized that the customer is super upset about it and so she personalized her response based on the customers statement so she said I think anyone can relate really to be honest I'm not really looking forward to getting old myself so that is a personalized empathy statement it is the agent revealing a certain piece of information that is personal to her saying I'm not looking forward to getting old myself and then she proceeded by saying and I hope you're taking care of yourself right now so again she's putting the attention focus back to the customer it's just a series of acknowledging what the customer feels again the customer volunteered another information I'll be seeing my friends and families this weekend so that should help a lot and then the agent said oh yes please you do that that's a really good idea we all need people in our lives so she's she's just really affirming what the customer is saying when you're empathizing that's basically what you do you gauge the customers feelings about a situation and then you affirm her feelings and lend a listening ear and then there will come a point in the conversation where the customer has pretty much unloaded most of her negative feelings so she just said I definitely will notice that she didn't volunteer more information about it she just said I definitely will thank you so this is a sign for the agent to proceed to the subject at hand which is about creating the account so she grabbed that opportunity they're back at it but she took the time to let the customer unload her feelings and if you want to see a mock call where the customer is highly upset crying I have a full Mark all about that it's about a healthcare account where the customers husband died recently and she doesn't have any money to pay out of pocket for her medical supplies so I'm gonna link it up here if you want so scenario number three when the customer is happy hi I was browsing your store this morning and um you know I'm I'm shopping for baby dresses uh we just found out that we're having a baby girl and I'm just I'm so happy about that oh congratulations that's fantastic thank you um so we did buy some gender neutral colors but now that we're sure it's a baby girl I thought hmm pink I need lots of pink so where can I buy that um you are just in time you know we have an entire catalog launched just this morning for baby girls with pink palettes want me to send you the link hell yes please send it to me I'm dying to see it the agent didn't really say anything unique if you notice she just amped up the enthusiasm in her voice she just made sure that you know there's warmth in her voice that she's happy on behalf of the customer and that's exactly what she did she didn't say anything about the pregnancy she just said congratulations which is a very generic response but if you listen to her voice you can see that she's super excited for the customer and most of the time that's enough but then if you think that's insufficient the customer is just so super excited and then she's disclosing information about the pregnancy that you're not even asking about then that is your cue to amp up your empathy statements so for example you can try to recall stories about happy pregnancies in your life maybe you've been pregnant or your wife is pregnant you can share stories about it where you're excited you know you want to mirror the customers feelings that's wonderful I can still remember when I was pregnant with my daughter I was so excited I could barely contain my emotion you know I know exactly what you're feeling right now congratulations things like that if you're a father you can say that's wonderful I can still remember when my wife was finally pregnant with her daughter so now we get to the harder scenarios number four is no resolution but customer is in the wrong and verbally abusive let's listen I'm so sick of your company all the inconveniences all the mishaps the incompetence that you've been causing me since I've been a member this is frustrating for you I understand initially we give a one-time exception from missed bills and this we gave you last March 2018 because this is the second occurrence we will be imposing the penalty don't me with I understand of course you don't understand how could you you're white I'm an immigrant you just work there you're paid to read off a script and then you leave and you forget about everything how could you possibly understand a poor woman like me are you in my situation huh are you a single mother are you jobless well guess what you are none of those things I bet you have a man taking care of you I'm alone how can you possibly not understand how unfair your company is treating me right now because you don't understand me you're not in this situation so don't even pretend to understand Emma we understand that mistakes happen bills could be left and paid for some time deadlines could be missed that's why we gave you a one-time exception but since this second occurrence and this is something I've consulted with the management just now when I put you on hold we believe it's fair to charge a penalty this time and this is the final decision of the management so you are not going to help me is that what you're saying I'm sorry to be the bearer of bad news but this time we cannot because you have reached the limit of our exception as per our policy I want to talk to your manager give me your manager I'm the manager Sophie transferred you to me no no I I want someone higher up I am done talking to you I don't care about you you're an uncaring I'm gonna have to warn you against profanities I'm the highest contact you can talk to in this office but I can give you the email of our CEO he doesn't take phone calls your CEO doesn't take phone calls he doesn't take phone calls but he communicates to customers via email because I can no longer continue this conversation you have explained our position and a decision is final if you have more questions in the future feel free to call us back thank you for calling with Sean bye [Music] in situations where the customer is totally wrong and on top of that verbally abusive acknowledge the customers emotions but not her manipulations acknowledge that this must be hard for her we understand this is hard for you but then go back to your main point which is we cannot do anything for you anymore for example the customer said here you're not a single mother you're not jobless you're none of those things taking it personally the agent would say no you have no idea about my life I am a single mother but I'm not complaining so that would be taking it personally but the agent said none of those things and then she used this voice that's very unemotional but still professional when you use that voice you're not yielding to the customers unreasonable request you're saying this is the policy and there's nothing you can do about it but in a professional tone here the agent is just basically saying one thing and one thing only and she's just paraphrasing it throughout the conversation shoots until the customer understands there's nothing she can do about it and then eventually she ended the call alright so the next scenario is there's still no resolution the customer is still in the wrong but she is relatively calmer than the previous customer let's listen I'm so sick of your company all the inconveniences all the mishaps the incompetence that you've been causing me since I've been a member this is frustrating for you I understand initially we give a one-time exception from missed bills and this we gave you last March 2018 because this is the second occurrence we will be imposing the panel they already told me that I I just feel like you ought to do something more for your longtime customers than just a one-time exception I mean you can do better than that that's a ridiculously insubstantial offer for years and years of me paying my bills on time don't you think I deserve better than just a one-time exception like maybe one exception every three years that I'm with you that'd be reasonable don't you think I see your point you have been with us for 10 years now exactly this is something that I brought up with the management today when I put you on hold as it turns out it was agreed that the decision is final and that the penalty will be charged this time okay so in other words you don't care about your customers okay got it we do recognize that mistakes happen deadlines are missed bills can be left and paid for some time that's why we gave you a one-time exception but for second occurrences we would have to charge a penalty all right I'm done with this I gotta go is there anything else that I can help you with today you haven't talked to me at all but things were nothing I wish I could have been of help thank you for calling question have a great day all right so as you heard the customer wasn't really abusive she's relatively more peaceful than the previous customer because the previous customer was cursing but here she was just well she is rude but you cannot um hang up a phone because the customer is rude there has to be profanities in it and she just continued paraphrasing her message which is this is frustrating for you we understand but then this we have already given you an exception so our decision is final to not give you any more that's what happened here less of the cursing and then she said don't you think that I deserve better than just a one-time exception like maybe one exception every three years that I'm with you that'd be reasonable don't you think and then the Asian said I see your point you've been with us for 10 years now so this is a great empathy statement the best you can come up with in this type of situation um you're acknowledging the customer's point and then she told her a story that oh you know I actually brought that up to the management when I saw that you've been with it for 10 years now and and asked if there's something could be done but then still we cannot this will not fully pacify her she will still be unhappy when she hangs up with the phone but it will not antagonize the customer which is what you you need to prioritize in the situation at the very least the situation did not escalate the customer was not led to cursing because you're responding in a way that sticks to the policy but still accommodates her feelings now the last scenario is it's the company's mistake and the customer needs to be pacified customer ordered an oven but you received a cutting board and she thought it was a practical joke it is now Monday and I have no oven but hey I guess that's okay right because I have a cutting board Amber I truly understand how frustrating this is for you I truly do I do I I know that our shipping Department tries to their best to keep the orders as accurate as possible but on very rare occasions this kind of mistake happens from time to time and I am so sorry that this happened to you of course this is not an excuse and a mistake is a mistake and right now what I can do is to help you resolve this issue well they shouldn't have done that to me it's for my son's birthday and a cutting board for an oven I mean I mean I can understand if you sent me an oven with the wrong model number but a cutting board seriously I don't know about you but this smells like a practical joke to me I assure you Amber what happened was an honest mistake we would never do that to our customers and purpose um of course you really should have received precisely what you ordered and we failed on that and for that I am truly sorry the best thing that I can do for you now is to make sure that this gets resolved as soon as possible well I don't really have a choice do I so get on with it okay so if I heard you right your son's birthday is this coming Thursday right yes that's right all right here's what I'm gonna do because you received the wrong item I will request to have the correct item sent out to you within 24 business hours as you notice she apologized admitted to the mistake but then proceeded to the resolution this is what you need to do when the customer is obviously right it's unmistakably because the company's wrongdoing Candace said we would never do this to you this was an honest mistake but then she that's an admission of mistake she said yeah we apologize we're so sorry and this is here's a resolution depending on how upset the customer is you're gonna have to again paraphrase it sorry this is our mistake here's our resolution sorry mistake resolution until the customer cools down to make the resolution happen let me just give you more examples I sincerely apologize for this disruption this is definitely not what we want you to experience let me fix this for you as soon as I can and then you explain the steps to the resolutions you ask questions if needed but the main purpose of this format is to just own up to the mistake so that the customer can get over her her negative feelings and focus on reason focus on the resolution another example I'm sorry that you had to deal with this normally prior to packaging the shipping the shipping team checks and ensures that each order is accurate there has been an error in your case and I can only imagine how worried you are right now with the wedding date approaching fast here's what I can do for you and then resolution if you want to see this in action I'm going to link it up here this particular mock call or if you want um check out my mob call playlist so let me just summarize everything and if you want to take this screenshot go right ahead this is your chance all right everyone that's all for today I hope you got something useful from this video and if you have more questions if you want me to create more scenarios um comment below and let me know this these are the scenarios that I can think of are the most common but there could definitely be more and if it's common enough for you then I will create a video about it all right thank you for watching bye