Pointing out customer's mistake politely in customer support setting
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If someone sends in a support request with a mistake that they clearly made, what would be the polite way to answer?
I initially used the term
It seems that you have forgotten to fill in this and that
but others pointed out it should be started with
You should fill in this and that
In Estonian, which is my native language, using the first is considered more polite, whereas second is seemed more like a command making it a rather harsh way.
Thank you.
politeness
edited 15 hours ago
Andrew Leach♦
80.1k8154258
asked 15 hours ago
Egert AiaEgert Aia
1012
New contributor
Egert Aia is a new contributor to this site. Take care in asking for clarification, commenting, and answering.
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add a comment |
If someone sends in a support request with a mistake that they clearly made, what would be the polite way to answer?
I initially used the term
It seems that you have forgotten to fill in this and that
but others pointed out it should be started with
You should fill in this and that
In Estonian, which is my native language, using the first is considered more polite, whereas second is seemed more like a command making it a rather harsh way.
Thank you.
politeness
edited 15 hours ago
Andrew Leach♦
80.1k8154258
asked 15 hours ago
Egert AiaEgert Aia
1012
New contributor
Egert Aia is a new contributor to this site. Take care in asking for clarification, commenting, and answering.
Check out our Code of Conduct.
1
Your question is more about manners than about language, but, yes, I would agree with you.
– Kate Bunting
15 hours ago
I didn't really know any other place to ask this question from. As this is a board about English language and its usage. I'm sorry if this is a totally wrong place to ask this from.
– Egert Aia
15 hours ago
2
@EgertAia - interpersonal.stackexchange.com for future reference...
– colmde
15 hours ago
add a comment |
If someone sends in a support request with a mistake that they clearly made, what would be the polite way to answer?
I initially used the term
It seems that you have forgotten to fill in this and that
but others pointed out it should be started with
You should fill in this and that
In Estonian, which is my native language, using the first is considered more polite, whereas second is seemed more like a command making it a rather harsh way.
Thank you.
politeness
edited 15 hours ago
Andrew Leach♦
80.1k8154258
asked 15 hours ago
Egert AiaEgert Aia
1012
New contributor
Egert Aia is a new contributor to this site. Take care in asking for clarification, commenting, and answering.
Check out our Code of Conduct.
If someone sends in a support request with a mistake that they clearly made, what would be the polite way to answer?
I initially used the term
It seems that you have forgotten to fill in this and that
but others pointed out it should be started with
You should fill in this and that
In Estonian, which is my native language, using the first is considered more polite, whereas second is seemed more like a command making it a rather harsh way.
Thank you.
politeness
politeness
edited 15 hours ago
Andrew Leach♦
80.1k8154258
asked 15 hours ago
Egert AiaEgert Aia
1012
New contributor
Egert Aia is a new contributor to this site. Take care in asking for clarification, commenting, and answering.
Check out our Code of Conduct.
edited 15 hours ago
Andrew Leach♦
80.1k8154258
asked 15 hours ago
Egert AiaEgert Aia
1012
New contributor
Egert Aia is a new contributor to this site. Take care in asking for clarification, commenting, and answering.
Check out our Code of Conduct.
edited 15 hours ago
Andrew Leach♦
80.1k8154258
edited 15 hours ago
Andrew Leach♦
80.1k8154258
edited 15 hours ago
Andrew Leach♦
80.1k8154258
80.1k8154258
asked 15 hours ago
Egert AiaEgert Aia
1012
New contributor
Egert Aia is a new contributor to this site. Take care in asking for clarification, commenting, and answering.
Check out our Code of Conduct.
asked 15 hours ago
Egert AiaEgert Aia
1012
asked 15 hours ago
Egert AiaEgert Aia
1012
1012
New contributor
Egert Aia is a new contributor to this site. Take care in asking for clarification, commenting, and answering.
Check out our Code of Conduct.
New contributor
Egert Aia is a new contributor to this site. Take care in asking for clarification, commenting, and answering.
Check out our Code of Conduct.
Egert Aia is a new contributor to this site. Take care in asking for clarification, commenting, and answering.
Check out our Code of Conduct.
1
Your question is more about manners than about language, but, yes, I would agree with you.
– Kate Bunting
15 hours ago
I didn't really know any other place to ask this question from. As this is a board about English language and its usage. I'm sorry if this is a totally wrong place to ask this from.
– Egert Aia
15 hours ago
2
@EgertAia - interpersonal.stackexchange.com for future reference...
– colmde
15 hours ago
add a comment |
1
Your question is more about manners than about language, but, yes, I would agree with you.
– Kate Bunting
15 hours ago
I didn't really know any other place to ask this question from. As this is a board about English language and its usage. I'm sorry if this is a totally wrong place to ask this from.
– Egert Aia
15 hours ago
2
@EgertAia - interpersonal.stackexchange.com for future reference...
– colmde
15 hours ago
1
1
Your question is more about manners than about language, but, yes, I would agree with you.
– Kate Bunting
15 hours ago
Your question is more about manners than about language, but, yes, I would agree with you.
– Kate Bunting
15 hours ago
I didn't really know any other place to ask this question from. As this is a board about English language and its usage. I'm sorry if this is a totally wrong place to ask this from.
– Egert Aia
15 hours ago
I didn't really know any other place to ask this question from. As this is a board about English language and its usage. I'm sorry if this is a totally wrong place to ask this from.
– Egert Aia
15 hours ago
2
2
@EgertAia - interpersonal.stackexchange.com for future reference...
– colmde
15 hours ago
@EgertAia - interpersonal.stackexchange.com for future reference...
– colmde
15 hours ago
add a comment |
1 Answer
1
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oldest
votes
Politely solving a problem arising from a customer error
Your method is more polite than your colleagues', because it is less blunt.
Even more polite would be to omit reference to the customer's failure to do something. How about:
"Please fill in this and that."
"You can achieve this by filling in this and that."
"It looks like this and that are not filled in. Could you fill them in please?"
"For the X process to work, it needs Y and Z. Please fill them in: it should then work."
That way you de-emphasise the existence of a mistake, or depersonalise it.
An intelligent customer would recognise that you have seen he has made a mistake, and that you are polite about pointing it out, and will form a favourable view of your company's customer handling.
An unintelligent customer would not notice, so nothing is lost.
answered 15 hours ago
EurekaEureka
1,10627
add a comment |
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1 Answer
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active
oldest
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active
oldest
votes
Politely solving a problem arising from a customer error
Your method is more polite than your colleagues', because it is less blunt.
Even more polite would be to omit reference to the customer's failure to do something. How about:
"Please fill in this and that."
"You can achieve this by filling in this and that."
"It looks like this and that are not filled in. Could you fill them in please?"
"For the X process to work, it needs Y and Z. Please fill them in: it should then work."
That way you de-emphasise the existence of a mistake, or depersonalise it.
An intelligent customer would recognise that you have seen he has made a mistake, and that you are polite about pointing it out, and will form a favourable view of your company's customer handling.
An unintelligent customer would not notice, so nothing is lost.
answered 15 hours ago
EurekaEureka
1,10627
add a comment |
Politely solving a problem arising from a customer error
Your method is more polite than your colleagues', because it is less blunt.
Even more polite would be to omit reference to the customer's failure to do something. How about:
"Please fill in this and that."
"You can achieve this by filling in this and that."
"It looks like this and that are not filled in. Could you fill them in please?"
"For the X process to work, it needs Y and Z. Please fill them in: it should then work."
That way you de-emphasise the existence of a mistake, or depersonalise it.
An intelligent customer would recognise that you have seen he has made a mistake, and that you are polite about pointing it out, and will form a favourable view of your company's customer handling.
An unintelligent customer would not notice, so nothing is lost.
answered 15 hours ago
EurekaEureka
1,10627
add a comment |
Politely solving a problem arising from a customer error
Your method is more polite than your colleagues', because it is less blunt.
Even more polite would be to omit reference to the customer's failure to do something. How about:
"Please fill in this and that."
"You can achieve this by filling in this and that."
"It looks like this and that are not filled in. Could you fill them in please?"
"For the X process to work, it needs Y and Z. Please fill them in: it should then work."
That way you de-emphasise the existence of a mistake, or depersonalise it.
An intelligent customer would recognise that you have seen he has made a mistake, and that you are polite about pointing it out, and will form a favourable view of your company's customer handling.
An unintelligent customer would not notice, so nothing is lost.
answered 15 hours ago
EurekaEureka
1,10627
Politely solving a problem arising from a customer error
Your method is more polite than your colleagues', because it is less blunt.
Even more polite would be to omit reference to the customer's failure to do something. How about:
"Please fill in this and that."
"You can achieve this by filling in this and that."
"It looks like this and that are not filled in. Could you fill them in please?"
"For the X process to work, it needs Y and Z. Please fill them in: it should then work."
That way you de-emphasise the existence of a mistake, or depersonalise it.
An intelligent customer would recognise that you have seen he has made a mistake, and that you are polite about pointing it out, and will form a favourable view of your company's customer handling.
An unintelligent customer would not notice, so nothing is lost.
answered 15 hours ago
EurekaEureka
1,10627
answered 15 hours ago
EurekaEureka
1,10627
answered 15 hours ago
EurekaEureka
1,10627
answered 15 hours ago
EurekaEureka
1,10627
1,10627
add a comment |
add a comment |
Egert Aia is a new contributor. Be nice, and check out our Code of Conduct.
Egert Aia is a new contributor. Be nice, and check out our Code of Conduct.
Egert Aia is a new contributor. Be nice, and check out our Code of Conduct.
Egert Aia is a new contributor. Be nice, and check out our Code of Conduct.
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1
Your question is more about manners than about language, but, yes, I would agree with you.
– Kate Bunting
15 hours ago
I didn't really know any other place to ask this question from. As this is a board about English language and its usage. I'm sorry if this is a totally wrong place to ask this from.
– Egert Aia
15 hours ago
2
@EgertAia - interpersonal.stackexchange.com for future reference...
– colmde
15 hours ago