The customer is describing a problem on what they call their “computer.” They mentioned that the “screen” doesn’t “move from one page to the other.” They say that the “website’s name is typed at the top,” and it says sample.com with a “line, and then it says ‘home’ after the line.”
They noted how they’re clicking on “the screen,” but the page doesn’t change. They try to go “backwards” by clicking the “arrow pointing left,” and nothing happens.
This is a customer calling a technology help desk, and they’re using their words to describe their problem.
Oftentimes, customer service professionals are so knowledgeable about their products and services, their policies and processes, that they carry on a conversation with a customer, responding with terms common to the employee without realizing the audience.
We will talk about devices, monitors, URLs. We will reference browsers and tabs, icons and more technical terms. But if we hear the customer using certain terms – even if they are not the technical term WE use – we need to realize something. If we want to add clarity and bring information to the customer in a manner of speaking that they understand, it’s often best to use THEIR words.
I’m not suggesting that we condescend or talk down to the customer. I’m saying that the goal is for us to understand each other, and it’s more likely if we – the professional – change on the fly to use terms they’re familiar with than if we try to make them technical experts. We’ve been trained for years on our technical terminology, so we can’t expect the customer to learn our wording in the matter of a 3-minute conversation.
To enhance the tone of the conversation and create some clarity for the customer at the same time, use their words.
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