Customer Support -
Teleperformance
I work as live chat customer support for international e-commerce. My role was rolling from shipping, payment, and after-sales support, external complaints support, and event support. The key while working as customer support is problem solving and positive language.
The page includes:
Approach Method
Method
We use AER Method
A – Acknowledge
E – Empathize
R – Reassurance
By applying this method, the customer knows that they are heard and we understand the situation, while we provide the solution of the case.
Example
Case : Late Delivery
Today is Dec 3. The customer’s package ETD (Estimated Time Delivery) was Dec 1.
Hi, I'm waiting for my delivery. It was supposed to have arrived yesterday. Can you give me an update?
Good Day! I'm Savitri and I'm here to help you. I'm very sorry that this issue happened and I understand how frustrating this must be. Let me check it for you a moment.
Sure. Thank you.
Thank you so much for waiting while I checked this issue. I understand you’ve been expecting your package, which was supposed to arrive yesterday.
Based on my checking, there’s a delay on the carrier’s side due to the Black Friday event.
But don’t worry, your package is already with the courier and will be delivered to you soon. I’ll also reach out to the carrier with an urgent notice to help speed up the process.
In the meantime, I can provide you with the carrier’s contact details if you’d like to get in touch with them directly.Would that work for you?
Yes, I’d like to get the carrier’s contact please.
The carrier’s contact number is 04 1234 7890.
I sincerely apologize for any inconvenience this delay may have caused. We truly appreciate your patience and will continue to improve to provide a better experience in the future.
Is there anything else I can assist you with?
No thanks. You’ve been helpful.
Thank you again for your patience. I hope your package arrives soon!
If there’s anything else I can help you with, feel free to let me know! We are available 24/7.
Have a great day!
Challenges and Solutions
Angry Customer
Sometimes customers reach out when they’re already upset and angry, maybe because of delays, defects, or misinformation.
Solution :
- Not involve in the same emotions, we need to stay calm and not taking their emotion and the issue personally.
- Stay positive and profesional.
- Empathy cause we may be react the same way if we face the same situation.
Miscommunication
Sometimes customers don’t describe their issue clearly, or we might not have full details yet.
Solution :
- Asking the right questions to make sure we grab the issue correctly
- Double-checking information before responding.
Multiple Inquiries
While working with Teleperformance, I can get 6 inquiries at once on the high volume ticket. The least is 3 inquiries. It get more challenging as we need to maintain the 1 minute response greeting and maximum 3 minutes response time.
Solution :
- Proper time management.
- Prioritize urgent case
- Keep communicating with customer although we have not yet get the solution. We can hold them a while and reassure that we are finding the solution for them
Policy Update
Products, features, and policies can change frequently to keep up with the demand and tailor the business strategy. Moreover when handling event support, the event available change every time to keep the customer engaged with the apps.
Solution :
- Staying informed and making sure all responses are accurate and up-to-date.
Customer's Culture
Working with international customer means working with their culture. I handled customer from Europe and US site with different style of communication and culture. These differences need different way to approach to make sure they are comfortable with our service.
Solution :
- Being culturally sensitive and flexible in tone.
System and Tools Update
CRM system and tools often updated to improve working flow. There’s sometimes massive update that we need to adapt quickly while also handling high volume ticket.
Solution :
- Not panic and learn the guidebook.
- Asking help from support.