As a customer, you’ve probably called a company and heard the phrase “bear with me.” At that point, you know there’s going to be some sort of delay. The CSR is giving you a heads up that there’s going to be additional wait time. Essentially, they are trying to reset the customer’s expectations.
As a customer service professional, there are many reasons why you could be delayed in responding to the customer or getting the answer they want quickly while on the phone or face-to-face with them. This can even happen when the customer’s accessing the online chat platform, and we’re trying to provide that professional answer quickly. So, if we want to find some professional phrases to communicate to the customer, here are a few to consider:
- This process will take about a minute. Thanks for your patience.
- The computer is running a little slow today, so I apologize, Ms. Jefferson.
- Looks like it’s going to take a couple of minutes to access the information, so please stay on the line.
- I’m moving on to the last step in the process. That means we’re almost done.
- I’m awaiting a response from the escalation team, and then I’ll be able to provide you an answer.
- I’m in the process of pulling up the details on your account, and it takes a little while, so please bear with me for another minute or so.
- Just confirming a couple details on the system, and then we’ll be ready to address your question.
Notice some of the common themes: (1) If you have an accurate sense of timing, give them a specific timeline. (2) Let them know you’re working on their behalf. (3) It’s OK to subtly blame the system, but avoid blaming the co-worker. (4) Note that you’re appreciative of them and their patience. (5) Let them know that what you’re doing is for them.
When things are moving slowly for you, don’t panic, and don’t keep your customer in the dark.
Professionally reset their expectations in that moment of delay.
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