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Telephone & Email Handling

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#1   Posted: 14 Sep 2012 08:39

The company I work at is about to discontinue a software product. It will be free and unsupported. Can you share suggestions about how to reply to consumer questions?


#2   Posted: 27 Sep 2012 00:53

Answer the customer if you can. If you cannot provide an immediate answer, politely ask the customer to remain patient while you locate the information or a person who can answer the question. If a customer asks to speak to a manager at any time during your conversation, satisfy his request immediately and politely.

#3   Posted: 27 Sep 2012 04:38   Edited by: JackD

The best way to enhance your customer services/support with the competitive edge is by adding Website Live Chat Software. It is a very useful product, even my company is using it.

#4   Posted: 19 Oct 2012 07:01

We have done this in the past at our company, we did is provide a canned answer for our agents to use, it told the client that the product they are contacting us about is not longer supported and offer so alternate (not free) products in case the client preferred using a supported product.

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