Как общаться с клиентами по-английски в службе поддержки

Customer support и customer service

• support agent — специалист поддержки;
• customer service representative — сотрудник клиентского сервиса;
• support team — команда поддержки;
• customer / client — клиент;
• support ticket — обращение / тикет;
• case — обращение / кейс;
• issue — проблема;
• request — запрос.

Как начать разговор

В чате

• Hi! Thanks for contacting support. How can I help you today?
• Hello! My name is Anna. How can I assist you?
• Hi! I'd be happy to help with that.

По телефону

• Good morning, Customer Support. Anna speaking. How can I help?
• Thank you for calling. My name is Anna. How may I assist you?

По email

• Hi John, thanks for getting in touch.
• Thank you for contacting our support team.
• Thanks for reaching out about your order.

Как узнать, что произошло

• Could you tell me what happened?
• Could you describe the issue?
• What seems to be the problem?
• When did the issue start?
• What happens when you try to log in?
• Are you seeing an error message?
• Could you send me a screenshot?

Уточняющие вопросы

• Just to clarify, are you unable to log in at all?
• Do you mean the payment was charged twice?
• Could you confirm which device you're using?
• Which version of the app do you have?
• Does this happen every time?
• Have you tried it on another device?
• Is the issue still happening now?

Как запросить данные клиента

• Could you provide your order number?
• Could you confirm the email address on the account?
• May I have your account ID?
• Could you send me the transaction reference?
• Can you confirm your full name?

Как показать, что вы поняли проблему

• I understand how frustrating that must be.
• I can see why that's inconvenient.
• I'm sorry you've had trouble with this.
• I'm sorry about the inconvenience.
• Thank you for your patience.
• I appreciate you bringing this to our attention.

Как сказать «я сейчас проверю»

• Let me check that for you.
• Let me look into this.
• I'll check the account details.
• I'll take a look at your order.
• Let me see what happened.
• I'll check with the relevant team.

Как попросить клиента подождать

Телефон

• Would you mind holding for a moment?
• May I put you on hold while I check that?
• Could you hold for a minute, please?
• Thank you for holding.

Чат

• Give me a moment while I check that for you.
• I'll need a couple of minutes to look into this.
• Thanks for waiting.
• Thank you for your patience.

Troubleshooting: поиск причины проблемы

• troubleshoot an issue — искать и устранять причину проблемы;
• reproduce the issue — воспроизвести проблему;
• error message — сообщение об ошибке;
• workaround — временный обходной способ;
• bug — ошибка в программе;
• restart — перезапустить;
• clear the cache — очистить кэш;
• update the app — обновить приложение.

Фразы

• Let's try a few troubleshooting steps.
• Could you restart the app?
• Please try signing out and back in.
• Could you clear your browser cache and try again?
• I've been able to reproduce the issue.
• As a temporary workaround, you can...

Как давать пошаговые инструкции

• First, open the Settings menu.
• Then select Account.
• Next, click Reset Password.
• Once you've done that, try signing in again.
• Let me know what happens after that.
• If the problem continues, we'll try another option.

Как перевести клиента другому сотруднику

• I'll transfer you to the billing team.
• Let me connect you with our technical support team.
• This is handled by another department.
• I'll transfer the chat to a specialist who can help.
• I'll pass the details on so you don't have to explain everything again.

Escalate: передать проблему на более высокий уровень

• escalate the issue — эскалировать проблему;
• escalate the case — передать кейс выше;
• senior specialist — старший специалист;
• engineering team — команда разработки / инженеров;
• supervisor — руководитель смены / старший сотрудник;

Фразы

• I'll escalate this to our technical team.
• This issue needs to be reviewed by a specialist.
• I've escalated your case to our engineering team.
• I'll ask a senior specialist to review this.

Как вежливо сказать, что просьбу выполнить нельзя

Грубое We can't do that грамматически нормально, но в клиентском сервисе часто полезно сразу добавить возможную альтернативу.

• I'm afraid that option isn't available.
• Unfortunately, I'm unable to change that from my side.
• What I can do is...
• The available option in this case is...
• Let me suggest an alternative.

Refund, charge и payment

Фразы

• I can see two charges on the account.
• I've issued a refund.
• The refund has been processed.
• The payment is still pending.
• Could you confirm the transaction date?

Статус обращения

• open — открыто;
• pending — ожидает действия / информации;
• in progress — в работе;
• resolved — решено;
• closed — закрыто;
• under review — на рассмотрении;
• waiting for customer response — ожидается ответ клиента.

Фразы

• Your case is still in progress.
• The issue is currently under review.
• We're waiting for an update from our technical team.
• The issue has now been resolved.

Follow up: вернуться с обновлением

• follow up — связаться снова / предпринять дальнейшие действия;
• follow-up email — последующее письмо;
• update — обновление информации;
• get back to someone — вернуться к человеку с ответом.

Фразы

• I'll follow up by email.
• I'll get back to you as soon as I have an update.
• We'll contact you once we have more information.
• I'll keep you updated.
• I'm following up on your support request.

Как закончить разговор

• Is there anything else I can help you with?
• Does that answer your question?
• Is everything working now?
• Let me know if you need anything else.
• Thanks for your patience.
• Thank you for contacting us.
• Have a great day!

Фразы для поддержки в чате

• Thanks for the details.
• Give me a moment while I check this.
• Could you send a screenshot?
• I can see the issue now.
• Please try the following steps.
• Let me know once you've done that.
• Are you still there?
• Thanks for waiting.

Фразы для телефонной поддержки

• Could you spell your surname, please?
• Could you repeat the order number?
• I'm sorry, the line is breaking up.
• Could you speak a little more slowly?
• May I put you on hold for a moment?
• I'll transfer your call now.
• Thank you for holding.

Полезные конструкции для email

Начало

• Hi Anna, thanks for getting in touch.
• Thank you for contacting us regarding your order.
• I'm sorry to hear that you've experienced this issue.

Основная часть

• I've checked your account and can confirm that...
• To resolve this, please follow the steps below.
• Could you reply with a screenshot of the error?

Конец

• Please let me know if you have any other questions.
• If the issue continues, reply to this email and we'll investigate further.
• Best regards,

Если клиент раздражён

• I understand why you're frustrated.
• I'm sorry this has taken longer than expected.
• Let me see what I can do to move this forward.
• I understand that you need a clear answer.
• Here's what I can do from my side.
• I've escalated the case so it can be reviewed further.

Основные слова службы поддержки

Частые ошибки русскоязычных специалистов

Упражнения

Частые вопросы