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Business

Luke Lee
Luke Lee
7,577 Points

How to say:"You have to buy a support plan, we don't provide free support" to customer?

I am working in a company as a developer, but occasionally I need to take phone calls and provide phone support. Some customers have few IT knowledge, then they would buy a support plan, like tree house subscription. But some customers don't. But no matter whether they have bought a support plan or not, when they called, I would try my best to help them. But some customers don't have support plans, and they keep asking me do things. How do I politely say:"Sorry, I can't keep helping you for free, you have to buy a support plan".

2 Answers

Chase Marchione
Chase Marchione
155,055 Points

I would calmly/patiently inform them that that level of customer service isn't presently included in their package (or whatever term your company might use instead of 'package'), and that they are welcome to purchase a support plan if they would like to.

If they come back at you with something to the effect of "Well, it should be included!", I'd just calmly/politely say that that's your company's business model at this time, and if they would like to purchase a plan, you'd be happy to assist them. If they refuse to purchase a plan, I'd ask them if there's anything else you can do for them. Finding a balance of politeness and firmness is key; you definitely don't want to lose their business, but if there's nothing you can do for them, that's something they'll have to try to understand.

Stone Preston
Stone Preston
42,016 Points

I would just say "If you require further assistance you will need to purchase a support plan" and if they get upset just tell them its the company's policy, not yours.

I work tech support for my university, so I answer phones and handle complaints a lot.

Keith Doyle
Keith Doyle
25,973 Points

If you're in customer service, please don't ever use the phrase "it's policy" or anything remotely close to it. That's one of the worst lines you can possibly use and will most likely really piss your customer off.

Stone Preston
Stone Preston
42,016 Points

thanks for the awesome tip keith. Ill be sure and keep that in mind