Have you ever been talking to a user on the phone and they seem really confident, engaged, or even bossy? You may have had a user ask a question and you can hear the confidence in their voice. This makes you think to yourself, “They must be very successful with their business”.
User confidence is different for every person, but when it comes across as too high of an expectation from users, it can hurt their experience. It can make them feel like they are not important enough to take into account when they are asking a question.
It is good to have an lower expectations for users on the phone. When users have low expectations, it will less likely be disappointed or angry. This will help them continue to use your services and reach their goals.
This article talks about some tips and tricks to help make user’s experience with your company less expected.
Put them on hold
When someone is very confident, you should put them on hold. This allows them to cool off and lets you listen to what they are saying.
There are two reasons to put someone on hold. One is that they may be impatient and try to call back before the line has been disconnected. Another is that they may be talking too fast or too quickly and this may confuse them.
If you have to leave the line to go outside, you can do so without having to re-enter the phone number or argument. Just put down the phone and walk out of the room if there is a safe distance between you.
When someone is very confident, they tend to talk too fast which can make them look unbalanced or overconfident. This can lead to a phone fight getting out of control, with both people believing they are being serious.
Transfer them to a more knowledgeable team member
If you can transfer the user to a more knowledgeable team member, it will save them from having to re-confirm their account and order, which can be frustrating.
There are many ways to help your customer achieve their goal, and this includes sending them away with something useful. By giving them a more detailed experience with your product or service, and transferring them to a team member who can help them more fully, you are doing just that.
This is not the same for every product, of course, but for instance if they purchase travel credits, that’s one thing they might feel confident in doing. If they have any other questions, they’ll call customer service again and again because it was such a helpful piece of information that they needed to get answers from.
By having someone cover their bases for them, they feel more confident in what they are ordering and how it will help them going forward.
Double check their information before sending it to a developer
It’s common to send extensive information about applications and services to developers, inviting them to build for you. However, this can create problems for your app as the developer needs to know your information to develop for you.
Many developers use this as an excuse to add more features and increase the size of the app, without considering how it affects the user.
If a user is nervous about signing up or using an application on their phone, make sure they have familiarize themselves with some basic rules of online safety. For example, have them verify their phone number or have them put down a safe answer type such as “contact me” or “we can call each other if you are OK with that.
Ask for their name and email address so you can get back to them
Having the ability to ask for help or explain what you did next in a clear, concise way is a key part of being helpful. When users are answering questions for you, it can make them feel like they are doing something wrong or slow, which can make them feel awkward or even angry.
By asking for help and explaining what you were doing when someone answers the phone, users know they are not being taken seriously and that someone is looking out for their best interest. This makes them feel more confident in what they are doing and helps them feel better about themselves.
Having the ability to get back to a user quickly is also important as users can become impatient when they do not understand something immediately.
Keep the conversation going until you are sure they understand what they are doing
When you’re using a phone app or meeting your user for the first time, it’s important to keep the conversation going. This includes asking questions to help them understand what they are doing and how it works.
This helps them feel more confident in your application and how they’re communicating, and it also helps you keep track of their progress because they will often ask questions when doing something new.
If you have a very confident user, you can run into challenges with keeping the conversation going. They may be so sure of themselves that they don’t need to ask any questions, but if you do, they can help make a difference in your application.
Having them help you out can be a way to build trust and acceptance within your community, which is important.
Document the conversation so you can refer back to it later
Your user may feel very confident when talking to them self-explanatory. That confidence can lead to mistakes, especially when someone is inexperienced in that area.
That confidence can lead to mistakes, especially when someone is inexperienced in that area. If the user has a phone with them at all times, they will also be using it to make calls, send emails, and access the internet. This makes it more likely for them to make a mistake when dealing with an unfamiliar company or product.
Having this tape recorded may help the company or product know if there was a problem or breakdown when it came back, as well as give you some material to help repair any damage caused.
Ask for their phone number so you can call them back if you have questions later
Having the ability to ask a person for their phone number immediately after a user makes an attempt to contact them is a good habit to have. This way, you can call them back if you have questions about them later.
This is also a good habit to have when making requests of others. For example, when buying flowers, you ask the florist what type of flowers they had and what they cost.
When attending a wedding, you ask the groom and bride if they feel comfortable asking the wedding party how much they cost and what they were spent. You get these answers from past experiences and from listening to their conversation today!
These are some tips on how to be a more confident user on your phone. Reading these tips can help make your experience on the platform feels more like talking to someone close (or even your own self!).
Confirm details before sending it to development
When sending a mobile app or website to be developed, include a confirmation text or email to make sure nothing was missed. This includes confirming details such as contact information, the user’s role in the project, and any important deadlines.
It is also good etiquette to apologize if someone does not follow this etiquette, but development cannot stop until the full app or website is ready for testing.
When developing software, there are often hoops that have to be jumped through before it goes live. Make sure you’re ready for those tests and updates! Having an overconfident user on the phone can lead to development problems, so it is important to be careful with who you give access to your app or service.
