7 customer service techniques
Posted: Wed Jan 08, 2025 3:20 am
Now, let's talk about each one so you can implement them in your business.
1. FAB
The acronym for Features , Advantages and Benefits is an ideal technique for providing customer service during sales. Here, the sales team is responsible for relating the benefits of a product or service to the needs of consumers.
Whether people know what you sell, are aware that other brands sell something similar to what you offer, or know absolutely nothing about your offer, your salespeople can apply it to highlight their added value. This way, whenever they come to you, they will get a very complete explanation.
2. Eli5
It refers to the phrase “ Explain it like I'm 5 whatsapp filter years old ” and is based on using direct and easy-to-understand language when serving a customer. Literally, its purpose is to convey messages so clear that even a child can understand them.
You are probably familiar with technical or specialized terms or codes and you pass them on to your team. We recommend that you do not use them with your clients, as this will only create confusion. It is best to always speak to your clients in their own language , with simple words and without technical jargon so that they feel that you are really helping them.
3. HEARD
This technique is useful for following up with customers who are angry or have a complaint , as all they want is to feel heard and supported.
HEARD is an acronym in English that consists of:
Hear : Pay attention to what the client says.
Empathize : Be understanding of the situation.
Apologize : Sincerely apologize and acknowledge your fault.
Resolve : Find a solution as soon as possible.
Diagnose : Analyze what caused the problem in order to avoid it in the future.
Golden tip: To avoid forgetting any details or making any misunderstandings, constantly confirm what the customer says. For example: “So, if I understand correctly, we sent you the wrong shoe size, right?”
Learn more
Article
How to make a work plan and succeed with your business
Image from: How to make a work plan and succeed with your business
4. Feel, Felt, Found
This customer service technique is used to handle moments in which the customer rejects or has objections to the product or service. The intention of its name is the following:
Feel : Put yourself in their shoes and give importance to the problem.
Felt : Say that you or other customers have been through something similar.
Found : Emphasizes the idea that even with their objections, you are still the best option.
You have to be very careful with this process. If done wrong, the customer may get the idea that their feelings are not important and that they only represent another sale.
5. Of interrogation
It is strategic to take advantage of certain types of questions, because by asking them you can obtain valuable information and successfully handle the situation . The ones you can put into practice are:
Closed : they are short and to the point, confirming with a “no” or “yes” what is being asked.
Open : they seek to obtain extensive and detailed information to fully understand the context.
Oriented : They serve to direct the conversation toward a particular objective.
Clarification : They are concrete and useful so that both parties (business and consumer) are aligned with what is being proposed.
Approval : its purpose is to provide solutions, taking into account the situation.
6. Use positive language
Using the right words, even in the most difficult moment, helps to defuse the situation . So, as far as possible, avoid giving a resounding “no” as an answer, and keep the possibilities open.
Maintain a friendly attitude, communicate honestly, and show genuine interest in addressing what the customer asks or requests. “I would like to know more about your problem,” “I will ask for you to give you a solution today,” “the product is out of stock but I will let you know when we have it again ,” are just some example phrases that you can apply.
7. Online support
If your business has digital channels such as social media or a website, don't forget about those who prefer to contact you through them . If you limit yourself to publishing content on these media, you will create a leak of opportunities that will hardly return.
Thanks to technological evolution, today you have access to artificial intelligence tools that—just like a customer service team—create humanized and genuine connections with your customers.
1. FAB
The acronym for Features , Advantages and Benefits is an ideal technique for providing customer service during sales. Here, the sales team is responsible for relating the benefits of a product or service to the needs of consumers.
Whether people know what you sell, are aware that other brands sell something similar to what you offer, or know absolutely nothing about your offer, your salespeople can apply it to highlight their added value. This way, whenever they come to you, they will get a very complete explanation.
2. Eli5
It refers to the phrase “ Explain it like I'm 5 whatsapp filter years old ” and is based on using direct and easy-to-understand language when serving a customer. Literally, its purpose is to convey messages so clear that even a child can understand them.
You are probably familiar with technical or specialized terms or codes and you pass them on to your team. We recommend that you do not use them with your clients, as this will only create confusion. It is best to always speak to your clients in their own language , with simple words and without technical jargon so that they feel that you are really helping them.
3. HEARD
This technique is useful for following up with customers who are angry or have a complaint , as all they want is to feel heard and supported.
HEARD is an acronym in English that consists of:
Hear : Pay attention to what the client says.
Empathize : Be understanding of the situation.
Apologize : Sincerely apologize and acknowledge your fault.
Resolve : Find a solution as soon as possible.
Diagnose : Analyze what caused the problem in order to avoid it in the future.
Golden tip: To avoid forgetting any details or making any misunderstandings, constantly confirm what the customer says. For example: “So, if I understand correctly, we sent you the wrong shoe size, right?”Learn more
Article
How to make a work plan and succeed with your business
Image from: How to make a work plan and succeed with your business
4. Feel, Felt, Found
This customer service technique is used to handle moments in which the customer rejects or has objections to the product or service. The intention of its name is the following:
Feel : Put yourself in their shoes and give importance to the problem.
Felt : Say that you or other customers have been through something similar.
Found : Emphasizes the idea that even with their objections, you are still the best option.
You have to be very careful with this process. If done wrong, the customer may get the idea that their feelings are not important and that they only represent another sale.
5. Of interrogation
It is strategic to take advantage of certain types of questions, because by asking them you can obtain valuable information and successfully handle the situation . The ones you can put into practice are:
Closed : they are short and to the point, confirming with a “no” or “yes” what is being asked.
Open : they seek to obtain extensive and detailed information to fully understand the context.
Oriented : They serve to direct the conversation toward a particular objective.
Clarification : They are concrete and useful so that both parties (business and consumer) are aligned with what is being proposed.
Approval : its purpose is to provide solutions, taking into account the situation.
6. Use positive language
Using the right words, even in the most difficult moment, helps to defuse the situation . So, as far as possible, avoid giving a resounding “no” as an answer, and keep the possibilities open.
Maintain a friendly attitude, communicate honestly, and show genuine interest in addressing what the customer asks or requests. “I would like to know more about your problem,” “I will ask for you to give you a solution today,” “the product is out of stock but I will let you know when we have it again ,” are just some example phrases that you can apply.
7. Online support
If your business has digital channels such as social media or a website, don't forget about those who prefer to contact you through them . If you limit yourself to publishing content on these media, you will create a leak of opportunities that will hardly return.
Thanks to technological evolution, today you have access to artificial intelligence tools that—just like a customer service team—create humanized and genuine connections with your customers.