Help! I Need Assistance!


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People ask me: should their representatives be trained to use the word, “help,” or say, “can I can assist you,” when responding to customers who have a question or a concern.

I always recommend that agents use the word “help.” When I am calling a company with an issue or problem, I like to hear, “I can help you with that, I want to help you with that, or I’m so glad I was able to help you today.” Customers are looking for representatives who try their best to help them even if they might ultimately get an answer that wasn’t the one they were hoping for.

To me “help” gets right to the point. Think about it this way; when there is an emergency, I think all of us would yell, “HELP!! not, ASSISTANCE.”

What’s your opinion? Can you help me out?

Republished with author's permission from original post.

Richard Shapiro
Richard R. Shapiro is Founder and President of The Center For Client Retention (TCFCR) and a leading authority in the area of customer satisfaction and loyalty. For 28 years, Richard has spearheaded the research conducted with thousands of customers from Fortune 100 and 500 companies compiling the ingredients of customer loyalty and what drives repeat business. His first book was The Welcomer Edge: Unlocking the Secrets to Repeat Business and The Endangered Customer: 8 Steps to Guarantee Repeat Business was released February, 2016.


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