Hearing that I’m being sent to the resident expert - and knowing that the rep who is sending me has my problem in mind - is much more reassuring than the vague “sorry, you’re getting transferred” response that most companies use.įew customers will jump for joy because of a transferred call no matter how you handle it, but it’s better to assure them that the action was taken in their favor in order to solve their current problem. I’m going to transfer you to our specialist who is the best-suited person to answer your question.”
"Let’s get this problem resolved for you. “My apologies, but I’m going to have to transfer your call to Department XYZ.”Īs a customer, my gut reaction to this response is to believe that the wheel of misfortune has begun, and I’m going to get passed around and treated like another hassle. Here’s a typical unappealing response some reps use to transfer people: But many businesses don’t seek to help customers understand why they are being transferred. The problem is that sometimes you do need to transfer customers in order to better help them. There isn’t a single consumer out there who likes hearing, “Please hold while we transfer you. Try finding places in your response where a lot of negative language is present (“We don’t do that”) and see where positive language can be substituted. Positive language replaces negative phrases (“I can’t…”) and instead places emphasis on the solution, which is what the customer actually cares about. I can place the order for you right now and make sure that it is sent to you as soon as it reaches our warehouse!”
How to respond to 16 tricky customer service scenarios
Below are a handful of troublesome scenarios you may come across, plus some guidance on how to handle them. Some of these scenarios can be quite hectic to deal with when they arise, and that’s where a little preparedness goes a long way. You may encounter these scenarios while working, or you may be quizzed on how you would handle them while interviewing for a new job. What are customer service scenarios?Ĭustomer service scenarios are difficult situations that you’re likely to encounter as a support professional. They allow reps to have examples of what to say to customers in a tough situation but also give them the flexibility to adapt and add their own personality. This is where flexible responses - in lieu of pure scripts - can be quite useful. Given the variable nature of interacting with customers, however, it’s easy to see how support center champs can benefit from some forward-thinking in dealing with tough customer service scenarios. Customer service should be a conversation rather than a cold, lifeless script.