{"id":24548,"date":"2021-02-02T19:45:19","date_gmt":"2021-02-02T18:45:19","guid":{"rendered":"https:\/\/customerserviceculture.com\/?p=24548"},"modified":"2021-02-02T19:58:01","modified_gmt":"2021-02-02T18:58:01","slug":"how-to-get-full-cooperation-from-your-customer","status":"publish","type":"post","link":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/how-to-get-full-cooperation-from-your-customer\/","title":{"rendered":"How to get full cooperation from your customer"},"content":{"rendered":"<p>If you handle online support conversations sooner or later you&#8217;ll need to ask the customer to take action for you. From customer&#8217;s standpoint these are unexpected effort requests that they often reject. So how can you prevent being stuck in the middle of a digital conversation? Learn about <strong>this successful approach<\/strong>\u00a0to get full cooperation from your customers next time you&#8217;ll ask them.\u00a0<!--more--><\/p>\n<h2><strong>Why in the world should I do that?!<\/strong><\/h2>\n<p>That&#8217;s the typical negative reaction whenever a customer gets prompted to do something without seeing any good reason. Here&#8217;s how the customer typically bounces an agent&#8217;s requests.<\/p>\n<p><b>Losing case<\/b><\/p>\n<ul>\n<li>Agent: <em>&#8220;Can you please email us a copy of your bank transfer?&#8221;<\/em><\/li>\n<li>Customer: &#8220;No way. I&#8217;ve already done my part, do yours getting this issue fixed.&#8221;<\/li>\n<\/ul>\n<p>Have you noticed that agent&#8217;s call to action lacks of\u00a0logical and emotional\u00a0leverage? Accordingly it has miserably failed. If you want instead to get full cooperation from your customers,\u00a0<em>explain the reason why<\/em>\u00a0and <em>sell the advantage<\/em> for them. Read below.\u00a0\u2193<\/p>\n<p><strong>Winning case<\/strong><\/p>\n<ul>\n<li>Agent: &#8220;<em>In order <span style=\"color: #339966;\">to speed up<\/span> this matter can you please email us a copy of your bank transfer?<span style=\"color: #339966;\">\u00a0<span style=\"color: #000000;\">Then<\/span> I&#8217;ll come back<\/span>\u00a0to you with my prompt feedback.&#8221;\u00a0<\/em><\/li>\n<li>Customer <em>&#8220;Alright, I&#8217;ll do that &#8211; but don&#8217;t let me wait too long.&#8221;<\/em>.<\/li>\n<\/ul>\n<p>Here the support agent has explained the reason why and clearly let the customer appreciate the advantage. Moreover also being proactive &#8211; promising the customer to save next interaction. So, whenever you ask your customer an effort, make sure your request is grounded on a solid <strong>RTA<\/strong> [<em>Reason to Action<\/em>]. That&#8217;s paramount when delivering support thru digital channels such as social media, live chat or messaging apps.<\/p>\n<blockquote>\n<h2><strong>Turn your CTA into a RTA<\/strong><\/h2>\n<p>As such details can make or break the whole conversation &#8211; thus overall customer experience &#8211; we dive into them during the\u00a0<strong>Digital Customer Service training sessi<\/strong><strong>ons<\/strong>\u00a0with my clients. Here&#8217;s why <span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/customerserviceculture.com\/en\/training\/\">they love our method<\/a><\/span>.<\/p><\/blockquote>\n<h2><strong>Let&#8217;s talk about your Digital Customer Service<\/strong><\/h2>\n<p>In recent months many organizations across Europe have accelerated their plans to implement \/ optimize their Digital Customer Service capabilities. How about your? <strong>Thanks to\u00a0this brief video<\/strong>\u00a0we can start talking about your specific needs.<\/p>\n<p><iframe loading=\"lazy\" style=\"border: none; border-radius: 24px;\" src=\"https:\/\/ask.customerserviceculture.com\/fzw0iv9j8\" width=\"100%\" height=\"600px\"><\/iframe><\/p>\n<p>Have great conversations.<\/p>\n<p><span style=\"color: #ffffff;\">x<\/span><\/p>\n<p><span style=\"color: #999999;\"><em>Image credit: Unsplash.com<\/em><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>If you handle online support conversations sooner or later you&#8217;ll need to ask the customer to take action for you. From customer&#8217;s standpoint these are unexpected effort requests that they often reject. So how can you prevent being stuck in the middle of a digital conversation? Learn about this successful approach\u00a0to get full cooperation from [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":24574,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[737],"tags":[788,766,787,789,136],"class_list":["post-24548","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-customer-service","tag-cta","tag-customers","tag-efforts","tag-rta","tag-training"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>How to get full cooperation from your customer - Customer Service Culture<\/title>\n<meta name=\"description\" content=\"Whenever you ask your customer an effort, make sure your request is grounded on a solid Reason to Action in order to get their full cooperation. 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