Author Topic: you (the customer) did not do this or that  (Read 526 times)

Offline bookworm

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you (the customer) did not do this or that
« on: January 21, 2022, 04:31:54 pm »
Many people work in the customer service sector, whether by phone, chat, or in-person (stores, shops, etc.). Please confirm if it's true that direct statements like the following should be avoided when assisting customers:

   A shop owner explaining the issue to a customer (in-person): It's not working because you did not charge the battery. Let me give you a copy of the instruction manual.​
   Tech support to a customer (by phone): The link expired because you did not click it within 24 hours. Don't worry, I'll send you a new one.​

Instead, they should use passive constructions:

   It's not working because the battery was not charged.​
   The link expired because it was not clicked within 24 hours.​
English is my second language.

Offline admin

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Re: you (the customer) did not do this or that
« Reply #1 on: January 22, 2022, 09:44:32 pm »
Yes those are better. But may I also suggest...

The battery has to be (fully) charged before the equipment will work properly. Would you like another copy of the instruction manual?
As a security measure, the link has to be clicked within 24 hours. But, don't worry, I'll send you a new one straight away.
Best wishes,

Duncan

Offline bookworm

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Re: you (the customer) did not do this or that
« Reply #2 on: January 22, 2022, 09:54:42 pm »
Indeed, your suggestions are the best! Thanks
English is my second language.