Building Rapport – Gentle Reassurance Snippets

One thing I started doing that’s been a huge boost to my chat efficiency was to build up a stockpile of generic greetings and comments, or what I refer to as gentle reassurance snippets. Since they get used in almost every chat, I figured there was no point in re-typing them every single time.

Of course, the potential danger with snippeting these comments is that my chats can start to sound hackneyed and like I’m reading off a script. My solution was to come up with at least two or three different ways of saying the same thing (i.e., hello, goodbye, thank you, I agree, etc.). This way, I can cycle through them or pick them to use at random, and that gives my chats a more organic feel while still allowing me to rely on the efficiency of snippets.

I also spent quite a bit of time wording some of these snippets very precisely, so that they convey a tone of friendliness and warmth, but also gently nudge the user towards self-sufficiency or reinforce them for being patient. By anticipating the concerns a user might have and front-loading my efforts to convey the right tone, I’ve found it easier to assuage said concerns before they even necessarily express them. That has definitely helped me to be warmer during my chats, but still be able to fly through them quickly.

tl;dr: Snippet those greetings, questions, directions, interjections, and salutations!

Anyway, I figured I might as well share my full arsenal (since… well, the point here is to have an arsenal), for anyone interested:

Hi there!
May I help you with anything? 🙂

Cool. 🙂
I see.
Sounds good.
Sure, go ahead. 🙂

I’m glad to help. 🙂
My pleasure!
No problem!
You bet!
You’re welcome!

All set for now then?
Hi, are you still there?
How’s it going?
Is there anything else I can help you with for now?
Okay, just start up a new chat if you have any other questions.
You know where to find us if you have any more questions!

Bye for now. 🙂
Have a great day. 🙂

Let me check.
Let me check that out.
Let me get you the information on that.
Let me pull up your account.
Let me take a look at your site.
Sure, I can help you with that.

Can you give me the link to the specific page you’re on right now, so I can get you situated?
Can you give me the link to [fill-in], and I’ll take a look?
May I take over editing for a bit? Please make sure you save any changes you’ve made.
That is going to vary from theme to theme.

Okay, let me figure out what’s going on.
Okay, let me investigate.
One moment please….
Please give me a minute….
This may take a few minutes, but I’ll be right here.

Have you seen your theme’s support page yet?
Here you go:
Here’s the information on that:
Here’s the support page for your theme:
If you take a look at this support page, it will walk you through the steps:
This page will

Please take a look at that, as it will give you all the information you need.
Please take a look at that, and let me know if you have any questions!

I think that will be the best place to get started.
That might be the best place to get started.

And then you can let us know if you have any specific questions on anything.
I hope that helps, and let me know if you have any questions with anything else!
Let me know if you have any questions or need help with anything else!
Let me know if you have any questions or need help with that.
Let us know if you have any questions or need help with anything else!
Thanks for your understanding on this.

#building-rapport #tips-language #predefs