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    Use this guide to train new team members, engage in role-playing exercises, or just refine your own approach to customer service scenarios.

    Go-To Scripts for 16 Tricky Customer Service Scenarios

    Written By Gregory Ciotti

    February 16, 2021

    Illustration by Meredith Miotke

    Customer service should be a conversation rather than a cold, lifeless script. 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.

    This is where flexible responses — in lieu of pure scripts — can be quite useful. 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.

    What are customer service scenarios?

    Customer service scenarios are difficult situations that you're likely to encounter as a support professional. You may encounter these scenarios while working, or you may be quizzed on how you would handle them while interviewing for a new job.

    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. Below are a handful of troublesome scenarios you may come across, plus some guidance on how to handle them.

    How to respond to 16 tricky customer service scenarios

    If you’re looking to train new team members, engage in role-playing as a group, or just improve your own ability to handle tricky customers and situations like a pro, consider these flexible scripts for the 16 most challenging customer support scenarios.

    1. You don’t know the answer

    You shouldn’t beat yourself up for not knowing an answer. After all, a support rep’s responsibility is to have the tenacity to make things right, not to be perfect (especially if you’re new).

    The mistake many support reps make, however, is in using the knee-jerk “I don’t know” response, which doesn’t help the customer. Customers may be sympathetic that you don’t know, but they’re not interested in hearing about it.

    Instead, try the following:

    “Does the ‘Premium’ package come with X?” “Great question, let me find that out for you right now!”

    Placing the emphasis on the customer’s needs over your own situation (“I don’t know,” “I’m new here,” etc.) lets them know that it doesn’t matter that you don’t know the answer because you’re going to do whatever it takes to find out for them.

    2. An item isn’t available

    No ecommerce store owner or support champion likes to tell a customer that an item isn’t currently available. Fortunately, there is a much better way to go about it.

    One of the most important skills in interacting with customers is the use of positive language to help avoid accidental knee-jerk reactions.

    Here's an example: Let's say a customer contacts you with interest in a particular product, but that product happens to be back-ordered until next month.

    Without positive language: “I can't get you that product until next month; it is back-ordered and unavailable at this time.”With positive language: “That product will actually be available next month. 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!”

    Positive language replaces negative phrases (“I can’t…”) and instead places emphasis on the solution, which is what the customer actually cares about.

    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.

    3. You need to transfer the customer

    There isn’t a single consumer out there who likes hearing, “Please hold while we transfer you. Your call is very important to us.”

    The problem is that sometimes you do need to transfer customers in order to better help them. But many businesses don’t seek to help customers understand why they are being transferred.

    Here’s a typical unappealing response some reps use to transfer people:

    “My apologies, but I’m going to have to transfer your call to Department XYZ.”

    As 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.

    Imagine using this language instead:

    "Let’s get this problem resolved for you. I’m going to transfer you to our specialist who is the best-suited person to answer your question.”

    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.

    Few 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.

    4. You have to tell the customer no

    Customers can often have some valuable insights on how your product is used and how it could be improved, but your product’s vision is your responsibility. Thus, the final call is up to you.

    If it’s very obvious that a feature a customer requested won’t make the cut, you have to be able to tell them so. Saying, “We’ll take a look!” gives false hope that can end up with a customer checking in weeks later only to be disappointed again.

    The truth is, you don’t need to be worried about a mass exodus of customers just because you regularly say “no” to many product features.

    स्रोत : www.helpscout.com

    25 Customer Service Scenarios (And How to Handle Them)

    Find yourself in a difficult customer service scenario and aren't sure what to say? This post shares ever scenario we've been in and how we handled them.

    Formilla Blog Customer Service

    25 Customer Service Scenarios (And How to Handle Them)

    25 Customer Service Scenarios (And How to Handle Them)

    BILL WIDMER February 13, 2017 at 03:59 Customer Service

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    Find yourself in a customer service scenario and aren’t sure how to handle it? We’ve got you covered.

    This guide will serve as the ultimate customer service scenarios cheat sheet for you to refer to any time you need guidance.Formilla has been in the customer service and live chat business for over seven years now, and we’ve dealt with handling difficult customers and fun customers alike.

    Looking back on those seven years of experience helped us come up with this complete list of customer service questions and answers to help you deliver excellent customer service.

    Pro Tip: You can also use many of these responses as live chat canned response examples! This would help by:

    Saving you from having to proofread a response before you send it (they’re already spelled correctly!).

    Allowing you to respond to customer questions without having to remember every detail or research the answer.

    Training your new customer service reps quickly and easily, as they can get the answer right from the saved replies.

    Note: No amount of pre-made scenarios will help you respond the best to every situation. Take time to master the most important customer service skills.

    Jump around with this index of all the customer service scenarios:

    How to Greet Your Customer

    How to Tell Customers You Need Some Time to Resolve Their Issue

    How to Transfer a Customer to a Different Chat or Phone Call

    How to Admit Fault & What to Do About It

    What to Say When You Can’t Resolve the Issue

    Following Up With a Customer

    Responses for Dealing with Angry Customers

    Responses for Ending the Chat

    How to Handle a Customer Requesting a Refund

    How to Handle a Customer Asking for a Discount

    How to Respond to a Customer Asking for a Product or Feature You Don’t Currently Have

    What to Say to a Customer Asking to Cancel Their Subscription

    How to (Tactfully) Let a Customer Know It’s Their Mistake

    What to Do When a Customer Reaches You in Error (Contacted the Wrong Company)

    How to Respond to a Customer Asking How Your Product Differs From Other Products

    How to Respond to a Customer Asking How Secure Your Website or Service is

    How to Respond to a Customer that Forgot Their Password

    How to Request Feedback from a Customer

    How to Request a Review of Your Product or Service at the Right Time

    What to Say When You’re Too Busy to Respond Right Away

    How to Point a Customer to an Existing FAQ or Tutorial Without Sounding Rude or Dismissive

    How to Respond to a Customer That Speaks a Language You Don’t Understand

    How to Politely Tell Someone They Are in Violation of Your Terms of Use or Policies

    How to Tell a Customer Their Account is Overdue or Expired

    How to Respond to a Service Interruption Question

    Without further ado, let’s get into these customer service scenarios and answers.

    #1: How to Greet Your Customers via Live Chat

    First impressions are formed in the first 7 seconds, and they’re hard to break. It’s important to make a good one!

    When opening a conversation with someone, you should always introduce yourself. You wouldn’t answer a phone by saying, “How may I help you?” without telling the caller your name, would you? Treat live chat the same way!

    Use this to greet your customers:

    “Hey, [their name]! Thanks for contacting [your company]. I’m [your name]. How can I help you?”

    #2: How to Tell Customers You Need Some Time to Resolve Their Issue

    It’s not always possible to resolve an issue immediately. However, you also shouldn’t leave your customer hanging without explaining to them what’s going on.

    In fact, if a customer has to say something like “are you still there?”, it hurts customer satisfaction rates.

    Here’s how to let the customer know you need some time:

    “I apologize, but I need a few moments to solve this issue. Do you mind holding on for a few minutes while I look up the solution?”

    You can even ask the customer to leave their contact information with you in case they’re in a rush: “If you’re in a hurry, I’d be happy to call or email you back with an answer instead.”

    #3: How to Transfer a Customer to a Different Chat or Phone Call

    Sometimes you can’t solve your customer’s issue and need the help of another department. When that’s the case, it’s important to be tactful – most people hate being transferred!

    Here’s a response you can use:

    “[Their name], I’m going to connect you with the [related department] department. [Employee’s name] can help you with this, he/she’s awesome! I’ve also gone ahead and briefed them about your situation, so you won’t have to re-explain anything. Have a great day! 🙂”

    #4: How to Admit Fault & What to Do About It

    Let’s face it: Sometimes, we screw something up. It’s OK – we’re only human! However, you need to be transparent when making mistakes.

    स्रोत : www.formilla.com

    21 Customer Service Scenarios (With Sample Responses)

    Learn how to respond to 21 common customer service scenarios, including shipment delays, declined payment methods and requests for out-of-stock products.

    21 Customer Service Scenarios (With Sample Responses)

    By Indeed Editorial Team

    Published August 4, 2022

    The Indeed Editorial Team comprises a diverse and talented team of writers, researchers and subject matter experts equipped with Indeed's data and insights to deliver useful tips to help guide your career journey.

    For many companies, the customer service department provides a vital service for boosting revenue. Providing effective customer service can ensure customer satisfaction, build brand loyalty and increase the company's referral rate. If you're involved in customer service, practicing your reaction to common customer service scenarios can prepare you for when you encounter these situations in your work.

    In this article, we define customer service scenarios and provide a list of 21 scenarios with example responses.

    Related: 11 Ways To Deliver Great Customer Service

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    What are customer service scenarios?

    Customer service scenarios are common situations that a customer service representative or account manager might encounter during their daily work. These scenarios might concern a customer's experience with a product, shipping issues or billing questions. Although these scenarios are diverse, using communication and listening skills can help you respond effectively to all of them and ensure customer satisfaction.

    Related: Top 5 Ways To Communicate More Effectively With Customers

    Are you looking for a job now?

    21 customer service scenarios to practice

    Here are 21 common customer service scenarios with example responses you can use to improve your customer service skills:

    1. Suggestion for improvement

    Sometimes, customers contact the customer service department to suggest ways to improve the product they've purchased. When you answer this question, you can offer to communicate the request to the correct person while remaining honest about your ability to make the change yourself.

    "Thank you for your suggestion, Tracy! While I'm not involved in product development, I can certainly pass your recommendation to my manager. We appreciate your input and consider all customer suggestions seriously. Is there anything else I can help you with today?"

    2. Request for an out-of-stock item

    A customer might contact you to ask for an item that's temporarily out of stock. If you know the restock date, you can tell the customer. Otherwise, you can offer to contact them when it becomes available.

    "I'm so sorry, but we're waiting for the next production run of that item. I'm not sure what day it might be back in stock, but I believe it may be within the next few weeks. May I have your contact information and call you when we have more in stock?"

    Related: Customer Service Verbiage: Definition, When To Use and Examples

    3. Request for a discontinued item

    When a customer contacts you to request an item that is no longer available, empathize with their frustration. Then, suggest an alternative product that might fit their needs. You might ask them questions regarding what they liked about the discontinued item to find a good match.

    "That sounds frustrating. I'm sorry that the GlidePro vacuum isn't available, but I think the new ElectroFlex Bag-Free vacuum might be an excellent substitute. It has many of the same features as the GlidePro, plus a convenient bag-free construction. Can I send you the specifications for that model?"

    4. Refund request

    Your company might have refund requirements or a specific script, but if not, you can respond to refund requests by asking if there's anything you can do to satisfy the customer. If not, provide details about the refund process time frame.

    "I'm sorry to hear that our services didn't meet your needs. If you choose to go through with a refund, you can expect the funds in your bank account within five business days. Do you mind telling me about your experience with the service?"

    5. Request for information

    While sales representatives often handle initial inquiries, a potential customer might contact you directly to ask about your services. You can provide general information and then offer to connect them to someone who can help them more directly.

    "Here at All-ABC Tutors, we offer a wide range of services, from in-home reading help to online test prep. Because our services and pricing list are both customizable, I'm not the best person to ask about pricing and programs. Can I connect you to one of our advisers who can help you create a custom tutoring plan for your student?"

    6. Phone transfer

    During busy times, you might reroute phone calls to teammates or support staff. Before you transfer a customer, greet them and explain why you're transferring the call.

    "Thank you for calling Weisman National Insurance. My name is Mary. May I transfer you to a customer support associate to ensure we help you as quickly as possible?"

    7. Scheduling a call or meeting

    Sometimes, a customer might email or chat with you about an issue that may benefit from an online meeting or phone call. When you respond, suggest a meeting and provide general times for the customer to choose.

    "Thank you for your email, Kenneth. I'm sorry to hear that you're having problems with your home health aide. Can I schedule a call to discuss your concerns? I'm available for client meetings from 9:30 a.m. to 4:30 p.m. on Thursday and Friday."

    स्रोत : www.indeed.com

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