In an era where time is a precious commodity, clear and concise communication has never been more critical. Enter BLUF (Bottom Line Up Front), a military communication principle that's incredibly effective in conveying information swiftly and efficiently. Although its roots lie in military communication, BLUF can be applied in various professional settings, including technical support. … Continue reading power of BLUF in technical support
Category: Negotiation Techniques
5w’s approach to technical support
The 5W's - who, what, when, where, and why - are fundamental questions used in journalism, research, and problem-solving to gain a full understanding of a situation. In the world of technical support, this scheme of thinking can provide a systematic approach to diagnosing and solving issues effectively. Let's explore how this framework can transform … Continue reading 5w’s approach to technical support
harnessing the power of tentative language in technical support
When addressing technical issues, using tentative language like "it seems," "it looks," and "it feels" can be more effective than making definitive statements like "it is." This approach can help create a collaborative atmosphere, foster open-mindedness, and reduce the risk of misunderstandings. It might also be worth reading about removing the “I” or “you” pronouns … Continue reading harnessing the power of tentative language in technical support
mastering negotiation techniques in technical support
Negotiation techniques, such as mirroring, labelling, and avoiding "I" or "you" statements, can be invaluable tools in resolving technical issues and fostering productive communication between customers and technical support experts. In this blog post, we will present a dialogue between a customer and a technical support expert, showcasing these techniques in action and highlighting their … Continue reading mastering negotiation techniques in technical support
improving communication in technical support: why avoiding “I” and “you” is important
Effective communication is essential in technical support, and language plays a critical role in how customers perceive their interaction with technical support agents. Using "I" or "you" pronouns can make customers feel blamed or defensive, which can hinder effective problem-solving. In this blog, we will explore why avoiding "I" and "you" pronouns in technical support … Continue reading improving communication in technical support: why avoiding “I” and “you” is important
understanding the power of labelling in technical support
In technical support, effective communication is key to solving customer problems and ensuring satisfaction. One communication technique that can be particularly effective is labelling. Labelling involves identifying and acknowledging the customer's emotions, thoughts, or fears. This can help build rapport, create a more positive interaction, and find a solution that satisfies both parties. In this … Continue reading understanding the power of labelling in technical support
the power of mirroring: how to improve communication in technical support
Mirroring is a powerful communication technique that involves repeating the last few words of what someone has said. In technical support, mirroring can help you understand the customer's needs and concerns, manage their expectations, and find a solution that satisfies both parties. In this blog, we will explore the benefits of mirroring in technical support … Continue reading the power of mirroring: how to improve communication in technical support
the power of mirroring and labelling in technical support
Effective communication is critical in technical support. Mirroring and labelling are two powerful communication techniques that can help improve communication and customer satisfaction. Mirroring involves repeating the last few words of what someone has said, while labelling involves identifying and acknowledging the customer's emotions, thoughts, or fears. In this blog, we will explore the benefits … Continue reading the power of mirroring and labelling in technical support