customer service problem solving

Sales | How To

12 Common Customer Service Problems & How to Resolve Them

Published September 4, 2023

Published Sep 4, 2023

WRITTEN BY: Bianca Caballero

This article is part of a larger series on Customer Service .

• 1 Service Not Aligned With Customer Journey
• 2 Difficulty Maintaining Quick Response Times
• 3 Rude Behavior of Support Agent
• 4 Frequent Call Transfers
• 5 Difficulty Accessing Live Human Agent
• 6 Using the Wrong Tools & Software
• 7 Relying on Limited Support Channels
• 8 Inadequate Training for Service Reps
• 9 Pushing the Wrong Product or Service
• 10 Failure to Deliver Promised Solutions
• 11 Treating Customers as Mere Numbers
• 12 Website or Software Outage
• 13 Frequently Asked Questions (FAQs)
• 14 Bottom Line

Customer service problems can harm your business, affecting customer satisfaction, trust, and loyalty. Some of the most common issues in customer service are slow response time, rude communication by the support staff, and lack of real-time engagement. Continue reading as we discuss the reasons for these issues, give tips on how to solve customer service problems, and share tools that can effectively support your teams.

1. Service Not Aligned With Customer Journey

Over 70% of consumers expect businesses to provide a conversational care experience during their interactions. Unfortunately, you could easily fall into the trap of inconsistent service when customer service is not properly aligned with the customer journey. This could happen to any small business customer service team, especially those growing and expanding quickly.

Solution: Map out your customer journey to understand your clients’ behavior, interests, needs, and most preferred channels. If you are using several support channels, use a tool like Freshdesk that can unify all customer conversations in an omnichannel platform. This way, you can easily monitor all rep engagement and performance with just a single solution.

Visit Freshdesk

Freshdesk omnichannel dashboard with a birds-eye view of the support team’s performance across channels (Source: Freshdesk )

Curious about how this platform can help your business grow? Read our comprehensive Freshdesk review and learn how to solve problems in customer service with the help of this tool.

2. Difficulty Maintaining Quick Response Times

Consumers often expect instant or quick customer service problem-solving. In fact, 70% of customers say the acceptable response should come within the same day the request was sent. Almost half (46%) are willing to wait until the next day, and only 16% would wait up to three days. However, factors such as insufficient manpower and lack of tools like live chat could affect queue time significantly.

Solution: Aside from adding more personnel, integrate a customized live chat widget to your support channels to help your agents respond faster to customer queries. A platform like LiveChat lets you handle multiple conversations at the same time, reduces the queue, and helps increase the customer satisfaction (CSAT) rate.

Visit LiveChat

An example of LiveChat’s customizable chat widget (Source: LiveChat )

3. Rude Behavior of Support Agent

Customer service reps could exhibit rude behavior for several reasons. These could include constant challenges to customer service solutions, a rude customer unprovoked by the rep, and personal issues that the rep could not push aside at the moment. However, no matter how irate the customer becomes, a rep should not be rude to a customer.

Rude communication and behavior from customer support staff is one of the worst things for a business. There are instances where human reps are pushed to their limit and unintentionally lash out at customers. Fortunately, 80% of consumers will forgive a company for a mistake after receiving excellent customer service. This is why it is important to integrate basic customer service etiquette into your business.

Solution: Train your customer service reps on using the right words when interacting with different types of customers and how to politely say no to a customer request. You can also provide live chat scripts to help them deliver consistent responses in different situations.

Want to learn the best practices for customer service communication? Read our article on customer service response templates to learn about the standard replies to customers’ most common complaints and issues. Download these templates for free and customize them to reflect your brand voice in your chat scripts.

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4. frequent call transfers.

Agents sometimes have to transfer a customer to another agent when they don’t have an immediate solution to the query. This also happens when the rep feels like another agent or a superior can offer a better customer resolution. For consumers, it’s frustrating to have to repeat the process of detailing their concerns each time they are transferred.

Solution: Use a customer service tool with intelligent routing capabilities to direct tickets and conversations to the right agent or department. Zoho Desk, for example, allows you to set up skills-based routing so that incoming support tickets go directly to specific agents based on their skills. This way, you can avoid or minimize the transfer of conversations and facilitate quick resolution of customer service issues.

Visit Zoho CRM

Zoho Desk skills-based ticket routing (Source: Zoho )

Interested in learning more about this platform’s features and capabilities? Check out our in-depth Zoho Desk review .

5. Difficulty Accessing Live Human Agent

Studies show that 69% of customers are willing to interact with a chatbot for simple issues and frequently asked questions (FAQs). Automation should be used to start a conversation with a customer and to minimize customer wait time, but you should know when to use chatbots and human live chat . For instance, complicated customer problems like payment disputes require elaborative conversations with a human agent.

Solution: Pick the right tasks to automate based on the type of queries you receive. For instance, self-service and knowledge bases work best for predictable FAQs. Alternative support channels like live chat and email allow your customers to connect with human agents to discuss more complex issues, such as payment disputes. If you primarily use chatbots to connect with customers, choose a chatbot platform like Landbot that offers an option to transfer the conversation to a live human agent.

Visit Landbot

Landbot human takeover of chatbot conversation (Source: Landbot )

6. Using the Wrong Tools & Software

There are several factors that go into selecting software and tools for your business. These include your unique operational requirements, budget, and feature needs. Choosing software that does not fit your business needs could lead to complicated service processes, slow response times, and decreased satisfaction among reps and customers.

Data shows that 60% of high-growth businesses use help desk software to enable their support team. Other top options include a knowledge base, shared email alias, customer relationship manager (CRM), live chat, and support tickets.

Solution: Work with your sales, marketing, and customer service departments to find the right software that fits your unique business needs. You can select from several options, including CRMs, ticketing systems, and help desk software. You can also read our guide on how to choose help desk software and follow the steps in this article to ensure that you pick the right platform.

7. Relying on Limited Support Channels

Online portals and email ticketing are still among the top customer support channels that customers prefer. However, there are situations, such as in troubleshooting, where customers are not satisfied with live chat support and would seek a face-to-face conversation to resolve the issue. Statistics show that almost half (46%) of customers prefer to engage with service reps in person, and 59% want access to phone support.

Solution: Use video and voice chat to quickly identify the root cause of the issue and solve customer problems. You can also collaborate using co-browsing, which allows you to control the customer’s screen, and help them fill out complex forms. A platform like REVE Chat offers both co-browsing and video calls for more efficient troubleshooting.

Visit REVE Chat

REVE Chat co-browsing feature lets an agent jointly navigate a customer’s screen. (Source: REVE Chat )

8. Inadequate Training for Service Reps

More than half (68%) of customers feel that most businesses need better training for their customer service agents. This could be due to several reasons, including the lack of solution guidelines for specific customer queries and inadequate training on proper communication. Businesses should ensure that their agents are well-equipped to deal with different types of issues in their field to maintain good customer experience.

Solution: Conduct regular and thorough product training sessions to build a solid foundation of your reps’ product knowledge. You also have to monitor and evaluate customer engagement to check if your reps are providing the correct information to customers. Read our list of the top customer service training topics and ideas and use it to bring out your team’s full potential.

9. Pushing the Wrong Product or Service

There are times when reps offer the wrong product because they are unable to understand what their customers want or need. Other factors that could contribute to this problem include lengthy and unclear conversations, a one-size-fits-all approach to all customer issues, or the lack of a competitive analysis of customer needs. All these could lead to a rep mistakenly pushing the wrong product or service to a customer.

While better deals and product quality primarily drive brand defection among consumers, 48% of customers switch to another brand in search of better customer service. No matter what the reason is, offering the wrong product to a customer reflects poorly on the company you are working for.

Solution: On top of proper training (mentioned above), it is also wise to gain insights from visitor analytics first before offering customers a product. Use a tool like HubSpot to track customer behavior in real time and gather valuable insights into their activities on your business website. This way, you can gauge their interest in a certain product or recommend another one based on what they need or want.

Visit HubSpot

HubSpot contact website activity tracking (Source: HubSpot )

Want to know more about this platform’s customer service features? Head on to our HubSpot Service Hub review page .

10. Failure to Deliver Promised Solutions

Failure to deliver a promised solution impacts your brand negatively. On the other hand, doing what you promised would help improve customer satisfaction (CSAT) , especially because their expectations of you will continue to rise. Research shows that 68% of customers trust businesses to tell them the truth. That said, don’t make any promises you can’t keep to avoid losing customers’ trust.

For example, if your company promises to respond to support requests within 24 hours, your team should aim to do so on or before the promised deadline. Anything beyond that deadline should be unacceptable because it would lead to a breach of trust.

Solution: As part of your customer service strategy , have a properly defined plan for solving customer service problems. This plan should include setting a timeline for every solution you offer customers—making the customer feel that your team is taking your issue seriously and is working to resolve it shortly. Check out our guide to measuring customer satisfaction to get an overview of your service team’s performance.

11. Treating Customers as Mere Numbers

Lack of after-sales support could make your customers feel deserted, and sadly, 56% of customers feel that companies treat them as mere numbers. Some businesses are done interacting with customers once they close a sale. This should not be the case. Excellent customer service involves making your customers feel appreciated even after they have made a purchase.

Solution: Make regular follow-ups with customers so you’ll know if they encounter issues with your product. You can also send personalized thank-you notes via email or tags on social media. These simple gestures show how much you care for your customers.

Interested in simplifying your customer follow-up communication? Download and customize our free sales and customer service follow up templates to check in with your customers after closing a sale.

FREE Follow-up Templates

12. Website or Software Outage

Service downtime could happen to every business, and one out of five organizations report experiencing severe outages that cause significant financial losses. Such a situation will cause your customers to panic and bombard the customer support line with calls or requests. It is difficult to deal with the influx of support calls and the fact that these occurrences are out of your control.

Solution: Establish a service level agreement (SLA) between your company and your software providers to outline your expected level of performance and set uptime. It should also include the consequences of violating this agreement. In addition, it helps to be transparent with your customers about service outages and the estimated time to resolution.

Frequently Asked Questions (FAQs)

What are the types of complaining customers.

Complaining customers generally fall into five categories:

• Meek: Avoids confrontation and only makes their customer complaint known when you actively seek feedback
• Aggressive: Complains loudly and tends to be dismissive of reasons for an unsatisfactory service
• High-roller: Expects the highest level of customer service and is willing to pay for it
• Rip-off: More interested in getting something they are not entitled to receive rather than actually solving customer problems
• Chronic: Never satisfied with any solution and will always find something to complain about

Why is bad customer service a problem?

Bad customer service could lead to lost revenue and lower profits. When you ignore customers’ needs and provide them with bad experiences, you might lose them to your competitors. Aside from losing your current customers, it could also prevent you from acquiring new ones. This is why it is very important to know how to solve customer service problems.

How do you resolve customer service problems?

Problem-solving and troubleshooting customer issues involve the following steps:

• Ask relevant questions to find out what is upsetting the customer.
• Identify the problem and describe it precisely.
• Formulate various solutions and present them to the customer.
• Deliver the promised solution within a reasonable time frame.
• Follow up with customers to assess their satisfaction with the solution.

Bottom Line

Customer service problems are inevitable and will continue to evolve as customer expectations change over time. The important thing to do is to have a well-outlined plan on how to solve customer service problems quickly and effectively. You should also invest in good customer support tools that can help you manage and streamline customer engagement, as well as monitor your team’s performance with ease.

About the Author

Find Bianca On LinkedIn

Bianca Caballero

Bianca Caballero is a subject matter expert at Fit Small Business who covers Sales and Customer service topics. Prior to working at FSB, she was in field sales and territory management. When she launched her career as a writer, she worked with companies from the US, Australia, and China. At present, she uses her 12+ years of writing experience to provide FSB readers with the best answers to their questions.

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The Guide to Effective Customer Service Problem Solving

Cases that start as “I don’t know” quickly become “I figured it out!”

“I don’t know” isn’t a good enough answer in customer support. When customers come to you with unique problems and unusual questions, we can’t refuse to answer them. In this guide, we’ll give you the steps to turn that “I don’t know” into something better:

“I don’t know, but I’m going to figure it out.”

With this guide to effective customer service problem solving, we give you a three-step process to follow:

• take stock of the information you’ve been given,
• gather any additional information you need,
• and then work to solve the problem and respond to the customer.

Let’s get started.

Assess the information you have

Information is the most important tool in your tool belt. The first step in solving any problem is to identify all the information you already know. Whether this case was escalated to you for help, or if you’ve just realized that there may be more than meets the eye to this problem, take the time to lay out everything you know.

Customer’s tone

How does your customer feel about the situation? Are they technically minded, or are they struggling to describe technical issues ? Are they calm and cooperative? Or combative and frustrated? Is this a deal-breaker for them? Or is it just a weird bug? The demeanor of your customer will inform how you approach the situation going forward.

Customer’s history

Do a quick review of the customer’s previous support interactions, any purchases they’ve made, what plan type they are on, etc. This context will help you replicate the issue, as well as respond appropriately to the customer.

What’s happening?

Do you know enough about what’s happening? Have they sent through screenshots? Error messages? Console data? What were they trying to accomplish? It doesn’t need to be a technical problem for this step to still be important. Understanding what the customer’s motivation is will help solve a variety of issues.

Has this happened before?

It’s very unlikely that this is a brand new problem. Has the customer reported it happening before? Has any other customer reported it happening before? Help desk search functions are incredibly powerful tools. Search error messages and problem statements to see if other customers have reported similar issues. You can also search the internet to see if it’s a third-party issue. For example, if you’re using a third-party payment system, you might be seeing one of their errors when customers are purchasing on your website.

Gather more information

Okay, we’re partway there! If you didn’t have an epiphany while you were sorting through the information already at your disposal (sometimes that happens!), it’s time to gather more data.

Can you replicate it?

There’s no way to get more information than to get hands-on with the problem. Do you see the same thing happening?

If not, what information do you need to replicate it?

If you can’t replicate the issue, it’s probably because you’re doing something different or in a different environment. What information do you already have about the customer’s environment? What do you need to know in order to do exactly the same thing?

• Environment: browser version, extensions (try it incognito?), other settings.
• Steps: can they record a screengrab? What are they trying to do? What error message do they get?
• Specific settings: what account are they using? What version of your product are they using? If you can try it in their account (using “admin mode” or “god mode” so you can see it without asking for their username or password), does it happen for you as well?

Ask other people

Now’s the time to check in with other people on your team to see if they have any ideas. Have they ever seen something similar?

Depending on your relationship with your product and engineering team, you may also be able to check in with them at this point. However, many teams have a more formal bug reporting process in place to prevent “side of the desk” questions from interfering with their workflow. If that’s the case, you may want to do more research first.

Solve the problem

Now you’ll need to actually solve the problem for the customer. It might require finding a workaround, or reporting a bug to the development team.

Bug or works-as-designed?

Once you’ve replicated the issue, you’ll need to decide whether that is the way it’s supposed to work, or if you’ve found a bug. If it’s a bug, congrats! You can file a bug ticket and ask your engineering team to fix it. If it’s a feature or a design flaw, you may need to make a case for an update. In this case, the complex problem may turn into a feature request.

Is there a workaround?

Can you get to the customer’s desired end result in another way? Whether the issue turns out to be a bug or a feature, if you can find another way to achieve their goal, your customer will be happy!

Write a great response

Once you’ve replicated the issue, solved the problem, found a workable solution, or at least documented the bug for a future fix, you need to get back to the customer. Writing an empathetic, thorough response can make all the difference in a complex situation.

In many cases, your response will follow the same steps as a great customer service apology :

• Offer explanation
• Fix the problem
• Wrap it up and let them know what’s next

Resources for Customer Service Problem Solving

We all need a little help sometimes. If you’re learning how to fix more difficult problems, these resources can help.

Help Scout’s Art of Troubleshooting

On a mission to troubleshoot a bug? This guide is super helpful .

Support Details website

Learn how to use Developer Tools, especially Web Consoles

Be like Sherlock, and look for clues!

Customer support requires communication skills and problem-solving skills. Looking for the clues to solve the puzzle becomes a big part of your job as soon as you start to take on more difficult customers. With this guide to customer service problem solving, you’ll have a systematic way to approach those tough questions. Cases that start as “I don’t know” quickly become “I figured it out!”

How did you like this blog?

Sarah Chambers is a Customer Support Consultant and Content Creator from Vancouver, Canada. When she’s not arguing about customer service, she’s usually outdoors rock climbing or snowboarding. Follow her on Twitter @sarahleeyoga to keep up with her adventures.

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21 Key Customer Service Skills (and How to Develop Them)

It doesn’t matter how great your product is: If your customer service is poor, people will complain about it, and you’ll lose customers.

The good news: It’s not impossible to turn things around. Transforming your customer service from mediocre to great won't happen overnight, though. It requires a serious commitment to meaningful change, a team of rockstar support professionals, and work across the entire organization.

This is a chapter in our  Ultimate Guide to Running a Customer Service Team . When you're ready, check out the other chapters:

Chapter 1 – 21 Key Customer Service Skills (and How to Develop Them)

Chapter 2 – 13 Response Templates for Tricky Customer Service Emails

Chapter 3 – 12 Customer Service Phrases to Use (+ 8 You Should Avoid)

Chapter 4 – 10 Ways to Deliver Consistently Great Customer Service

Chapter 5 – 47 Pro Tips on How to Talk to Customers

Chapter 6 – 107 Customer Service Statistics and Facts You Shouldn't Ignore

Chapter 7 – Go-To Scripts for 16 Tricky Customer Service Scenarios

Chapter 8 – The 16 Best Customer Service Software Platforms for 2024

Chapter 9 – Customer Feedback: Why It’s Important + 7 Ways to Collect It

Chapter 10 – How to Set Customer Service Goals (+ 9 Example Goals)

Chapter 11 – Customer Appreciation Ideas: 17 Ways to Thank Customers

Chapter 12 – 4 Customer Success Plan Templates and How to Use Them

What is customer service?

Customer service is the act of providing support to both prospective and existing customers. Customer service professionals commonly answer customer questions through in-person, phone, email, chat, and social media interactions and may also be responsible for creating documentation for self-service support.

Organizations can also create their own definitions of customer service depending on their values and the type of support they want to provide. For example, at Help Scout, we define customer service as the act of providing timely, empathetic help that keeps customers’ needs at the forefront of every interaction.

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Why is customer service important?

When 86% of customers quit doing business with a company due to a bad experience, it means that businesses must approach every support interaction as an opportunity to acquire, retain, or up-sell.

Good customer service is a revenue generator. It gives customers a complete, cohesive experience that aligns with an organization’s purpose.

According to a variety of studies , U.S. companies lose more than $62 billion annually due to poor customer service management , and seven out of 10 consumers say they’ve spent more money to do business with a company that delivers great service.

Understanding that customer service is the cornerstone of your customer experience helps you leverage it as an opportunity to delight customers and engage them in new, exciting ways.

What are the principles of good customer service?

There are four key principles of good customer service: It's personalized, competent, convenient, and proactive. These factors have the biggest influence on the customer experience.

Personalized: Good customer service always starts with a human touch. Personalized interactions greatly improve customer service and let customers know that your company cares about them and their problems. Instead of thinking of service as a cost, consider it an opportunity to earn your customer’s business all over again.

Competent: Consumers have identified competency as the element that plays the biggest role in a good customer experience. To be competent, a customer support professional must have a strong knowledge of the company and its products, as well as the power to fix the customer’s problems. The more knowledge they have, the more competent they become.

Convenient: Customers want to be able to get in touch with a customer service representative through whichever channel is the most convenient for them. Offer support through the channels of communication your customers rely on most, and make it easy for customers to figure out how to contact you.

Proactive: Customers want companies to be proactive in reaching out to them. If one of your products is backordered or your website is going to experience downtime, proactively reach out to your customers and explain the problem. They may not be happy about the situation, but they will be thankful that you kept them in the loop.

By building your customer service strategy around these four main principles, you'll create a positive, hassle-free customer experience for everyone who deals with your company.

Customer service tips by business type and industry

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21 key customer service skills

While delivering consistently good customer service requires work and alignment across your entire organization, a good place to start is your customer service team . It's important to hire people who genuinely want to help your customers succeed — and to pay rates that are attractive to skilled professionals.

Finding the perfect hire for a support team can be challenging. No particular checklist of job experiences and college diplomas adds up to the perfect candidate. Instead, you’re looking for qualities that can’t necessarily be taught.

These folks thrive on one-on-one interactions within their community. They love problem solving. They’re warm, approachable, and great at teaching other people how things work.

Here are the 21 customer service skills that every support professional should seek to develop and every leader should look for when hiring new team members.

Foundations of Great Service

Discover the tools and techniques used by high-performing customer service organizations in our free, six-part video course.

1. Problem solving skills

Customers do not always self-diagnose their issues correctly. Often, it’s up to the support rep to take the initiative to reproduce the trouble at hand before navigating a solution. That means they need to intuit not just what went wrong, but also what action the customer was ultimately after.

A great example? If somebody writes in because they’re having trouble resetting their password, that’s ultimately because they want to log into their account.

A good customer service interaction will anticipate that need and might even go the extra mile to manually perform the reset and provide new login details, all while educating the customer on how they can do it for themselves in the future.

In other situations, a problem-solving pro may simply understand how to offer preemptive advice or a solution that the customer doesn’t even realize is an option.

2. Patience

Patience is crucial for customer service professionals. After all, customers who reach out to support are often confused and frustrated. Being listened to and handled with patience goes a long way in helping customers feel like you’re going to alleviate their current frustrations.

It’s not enough to close out interactions with customers as quickly as possible. Your team has to be willing to take the time to listen to and fully understand each customer’s problems and needs.

3. Attentiveness

The ability to truly listen to customers is crucial to providing great service for a number of reasons. Not only is it important to pay attention to individual customers’ experiences, but it’s also important to be mindful and attentive to the feedback that you receive at large.

For instance, customers may not be saying it outright, but perhaps there is a pervasive feeling that your software’s dashboard isn’t laid out correctly. Customers aren’t likely to say, “Please improve your UX,” but they may say things like, “I can never find the search feature” or “Where is (specific function), again?”

You have to be attentive to pick up on what customers are telling you without directly saying it.

4. Emotional intelligence

A great customer support representative knows how to relate to anybody, but they’re especially good with frustrated people. Instead of taking things personally, they intuitively understand where the other person is coming from and they know to both prioritize and swiftly communicate that empathy.

Think about it: How often have you felt better about a potential grievance simply because you felt immediately heard by the other person involved?

When a support rep is able to demonstrate sincere empathy for a frustrated customer, even just by reiterating the problem at hand, it can help to both placate (the customer feels heard) and actively please (the customer feel validated in their frustration).

5. Clear communication skills

Your customer support team is on the front lines of problem solving for the product itself, and serves as a kind of two-pronged bullhorn.

On one side, they’ll be the voice of your company to your customers. That means they have to have a practiced grasp on how to reduce complex concepts into highly digestible, easily understood terms.

On the other, they’ll represent the needs and thoughts of customers to your company. For example, it doesn’t behoove the customer to receive a long- winded explanation on the ins-and-outs of solving a particular bug.

The ability to communicate clearly when working with customers is a key skill because miscommunications can result in disappointment and frustration. The best customer service professionals know how to keep their communications with customers simple and leave nothing to doubt.

6. Writing skills

Good writing means getting as close to reality as words will allow. Without an ounce of exaggeration, being a good writer is the most overlooked, yet most necessary, skill to look for when it comes to hiring for customer support.

Unlike face-to-face (or even voice-to-voice) interactions, writing requires a unique ability to convey nuance. How a sentence is phrased can make the difference between sounding kind of like a jerk (“You have to log out first”) and sounding like you care (“Logging out should help solve that problem quickly!”).

Good writers also tend to use complete sentences and proper grammar — qualities that subtly gesture toward the security and trustworthiness of your company.

Even if your company offers support primarily over the phone, writing skills are still important. Not only will they enable your team to craft coherent internal documentation, they signify a person who thinks and communicates clearly.

7. Creativity and resourcefulness

Solving the problem is good, but finding clever and fun ways to go the extra mile — and wanting to do so in the first place — is even better.

It takes panache to infuse a typical customer service exchange with memorable warmth and personality, and finding a customer service rep who possesses that natural zeal will take your customer service out of “good enough” territory and straight into “tell all your friends about it” land.

Chase Clemons at Basecamp advises the following:

“You want to have somebody who you don’t have to give a lot of rules and regulations to. You want to have somebody who is talking to a customer and understands ‘Their boss is really yelling at them today. This person is having a really bad day. You know what? I’m going to send them some flowers to brighten things up.’ That’s not really something you can teach. They have to go the extra mile naturally.”

8. Persuasion skills

Oftentimes, support teams get messages from people who aren’t looking for support — they’re considering purchasing your company’s product.

In these situations, it helps to have a team of people with some mastery of persuasion so they can convince interested prospects that your product is right for them (if it truly is).

It’s not about making a sales pitch in each email, but it is about not letting potential customers slip away because you couldn’t create a compelling message that your company’s product is worth purchasing!

9. Ability to use positive language

Effective customer service means having the ability to make minor changes in your conversational patterns. This can truly go a long way in creating happy customers.

Language is a crucial part of persuasion, and people (especially customers) create perceptions about you and your company based on the language that you use.

For example, let’s say a customer contacts your team with an interest in a particular product, but that product happens to be back-ordered until next month.

Responding to questions with positive language can greatly affect how the customer hears the response:

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 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.”

The first example isn’t negative per se, but the tone it conveys feels abrupt and impersonal and could be taken the wrong way by customers — especially in email support when the perception of written language can skew negative .

Conversely, the second example is stating the same thing (the item is unavailable), but it focuses on when and how the issue will be resolved instead of focusing on the negative.

10. Product knowledge

The best customer service professionals have a deep knowledge of how their companies’ products work. After all, without knowing your product from front to back, they won’t know how to help when customers run into problems.

All new Help Scout employees, for example, are trained on customer support during their first or second week on the job; it’s a critical component of our employee onboarding process.

According to Help Scout's Elyse Roach, “Having that solid product foundation not only ensures you’ve got the best tricks up your sleeve to help customers navigate even the most complex situations, it also helps you build an understanding of their experience so that you can become their strongest advocate.”

Mitigating gaps in product knowledge

It takes time for team members to build up their product knowledge. And if you have a very complex product, it may take your team members years to learn every one of its ins and outs. However, the right customer support tool can help you mitigate those gaps in product knowledge.

For example, with  Help Scout , you can:

Create a database of saved replies that support agents can use to answer frequently asked how-to questions about your product.

Search your help center articles and insert links to them in responses without ever leaving the conversation view.

Set up automated workflows that attach helpful internal notes to conversations with instructions on how to reply.

Search all previously sent responses by keyword, tag, and more to see if someone else on the team has already answered the question.

Whether you're using Help Scout or one of its alternatives , make sure you browse the features available to help your teams deliver exceptional customer service.

11. Acting skills

Sometimes your team is going to come across people who you’ll never be able to make happy.

Situations outside of your control (such as a customer who's having a terrible day) will sometimes creep into your team's usual support routine.

Every great customer service professional needs basic acting skills to maintain their usual cheery persona in spite of dealing with people who are just plain grumpy.

12. Time management skills

On the one hand, it’s good to be patient and spend a little extra time with customers to understand their problems and needs. On the other hand, there is a limit to the amount of time you can dedicate to each customer, so your team needs to be concerned with getting customers what they want in an efficient manner.

The best customer service professionals are quick to recognize when they can't help a customer so they can quickly get that customer to someone who can help.

13. Ability to read customers

It's important that your team understands some basic principles of behavioral psychology in order to read customers' current emotional states. As Emily Triplett Lentz writes:

“I rarely use a smiley face in a support email when the customer’s signature includes ‘PhD,’ for example. Not that academics are humorless, it's just that :) isn’t likely to get you taken seriously by someone who spent five years deconstructing utopian undertones in nineteenth-century autobiographical fiction.”

The best support pros know how to watch and listen for subtle clues about a customer's current mood, patience level, personality, etc., which goes a long way in keeping customer interactions positive.

14. Unflappability

There are a lot of metaphors for this type of personality — “keeps their cool,” “staying cool under pressure,” and so on — but it all represents the same thing: The ability some people have to stay calm and even influence others when things get a little hectic.

The best customer service reps know that they can’t let a heated customer force them to lose their cool. In fact, it is their job to try to be the “rock” for customers who think the world is falling apart as a result of their current problems.

15. Goal-oriented focus

Many customer service experts have shown how giving employees unfettered power to “wow” customers doesn’t always generate the returns many businesses expect to see. That’s because it leaves employees without goals, and business goals and customer happiness can work hand-in-hand without resulting in poor service.

Relying on frameworks like the Net Promoter Score can help businesses come up with guidelines for their employees that allow plenty of freedom to handle customers on a case-to-case basis, but also leave them priority solutions and “go-to” fixes for common problems.

16. Ability to handle surprises

Sometimes, customers are going to throw your team curveballs. They'll make a request that isn't covered in your company guidelines or react in a way that no one could have expected.

In these situations, it's good to have a team of people who can think on their feet. Even better, look for people who will take the initiative to create guidelines for everyone to use in these situations moving forward.

17. Tenacity

Call it what you want, but a great work ethic and a willingness to do what needs to be done (and not take shortcuts) is a key skill when providing the kind of service that people talk (positively) about.

The most memorable customer service stories out there — many of which had a huge impact on the business — were created by a single employee who refused to just follow the standard process when it came to helping someone out.

18. Closing ability

Being able to close with a customer as a customer service professional means being able to end the conversation with confirmed customer satisfaction (or as close to it as you can achieve) and with the customer feeling that everything has been taken care of (or will be).

Getting booted before all of their problems have been addressed is the last thing that customers want, so be sure your team knows to take the time to confirm with customers that each and every issue they had was entirely resolved.

19. Empathy

Perhaps empathy — the ability to understand and share the feelings of another — is more of a character trait than a skill. But since empathy can be learned and improved upon , we’d be remiss not to include it here.

In fact, if your organization tests job applicants for customer service aptitude, you’d be hard pressed to look for a more critical skill than empathy.

That’s because even when you can’t tell the customer exactly what they want to hear, a dose of care, concern, and understanding will go a long way. A support rep’s ability to empathize with a customer and craft a message that steers things toward a better outcome can often make all the difference.

20. A methodical approach

In customer service, haste makes waste. Hiring deliberate, detail-oriented people will go a long way in meeting the needs of your customers.

One, they’ll be sure to get to the real heart of a problem before firing off a reply. There’s nothing worse than attempting a “solution,” only to have it miss the mark entirely on solving the actual issue.

Two, they’ll proofread. A thoughtfully written response can lose a lot of its problem-solving luster if it’s riddled with typos.

Three, and this one may be the most important, it means they’ll regularly follow up. There’s nothing more impressive than getting a note from a customer service rep saying, “Hey! Remember that bug you found that I said we were looking into? Well, we fixed it.” That’s a loyal, lifetime customer you’ve just earned.

An important side note: The best hires are able to maintain their methodical grace under regular fire.

Since the support team is often tasked with the tough work of cleaning up other people’s messes, it’s especially important they understand how not to internalize the urgency — and potential ire — of frustrated customers. Instead, they know how to keep a cool head and a steady, guiding hand.

21. Willingness to learn

While this is probably the most general skill on this list, it’s also one of the most important. After all, willingness to learn is the basis for growing skills as a customer service professional.

Your team members have to be willing to learn your product inside and out, willing to learn how to communicate better (and when they're communicating poorly), willing to learn when it’s okay to follow a process — and when it’s more appropriate to choose their own adventures.

Those who don’t seek to improve what they do — whether it’s building products, marketing businesses, or helping customers — will get left behind by the people who are willing to invest in their own skills.

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What if someone on your team is lacking these skills?

What if you're leading a team of support professionals who aren't open to improving their approach to customer service? What if they lack the skills above and don't seem to be interested in developing them? Help Scout's Mathew Patterson has a solution:

Often, the root cause of what could be perceived as a lack of skill or unwillingness to learn is the result of a work environment (current or prior) that didn't reward going above and beyond to provide excellent service.

Try providing your team with some clear guidelines for what you expect and some examples of what great customer service looks like at your company in a way that brings to bear all of these skills, and as you do it, make sure that you're celebrating those small wins as you see people starting to use these skills.

Once your team starts to see that their efforts are being acknowledged and rewarded, you'll have people start to get more engaged, and you'll have a clearer picture of whether or not there are actually people on your team who have real skill gaps that you need to work on.

The evolution of customer service

As Seth Godin wrote , customer service means different things to different organizations, but things aren’t going to end well for the companies who simply see customer service as a “cost-cutting race to the bottom.”

The bottom line: Great customer service is a growth center, not a cost center. It’s really that simple.

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Table of contents

The complete guide to customer service troubleshooting.

“Houston, we have a problem!”

“Never mind, John – there’s nothing great troubleshooting can’t fix!”

If you’re in customer support , solving customer issues is something you’re expected to be good at. After all, you spend much of your time helping “fix” things for customers.

And while you may be great at fixing customer issues, are you equally great at troubleshooting them?

Those are two very different things.

In this post, we’ll help you understand what customer service troubleshooting entails, and how you can become a great troubleshooter yourself.

Table of Contents

What is troubleshooting.

Quite simply, troubleshooting refers to the process of identifying the root cause of an issue and implementing the best possible solution to fix it. Oftentimes the terms troubleshooting and problem-solving are used interchangeably, but the former specifically pertains to technical support, while the latter is a broader, more general term.

Effective customer support troubleshooting isn’t about finding quick fixes – it follows a more methodical and careful approach to issue resolution. It requires a mix of ingenuity as well as experience; meticulousness and speed.

Implementing a temporary fix can seem like a swift and simple way to close a customer issue, but chances are, sooner or later, you’ll have to bear the brunt of that hasty fix – whether it’s in the form of time or money (or both!). 

Think about this in terms of how several people mismanage their finances. When they’re short on cash, they use their credit cards to “solve” the problem. When it’s time to pay their credit card bill, they try to find a “quick fix” to the issue by taking a cash advance from a different bank account. The result? They get stuck in an almost inescapable debt loop!

Poor troubleshooting is quite like that. Often succumbing to the pressure of resolving customer issues quickly, support professionals tend to rely on short-term fixes rather than spending time and effort in diagnosing why the issue occurred in the first place. This results in nothing but hastily-implemented stopgap solutions that are sure to cause significant long-term damage and loss to your business. 

That’s surely not what you want, do you? 

Well, that’s exactly why effective troubleshooting is crucial.

Why is troubleshooting such an important customer support skill?

Troubleshooting is one of the most critical aspects of a customer support job. Your customers have invested in your product with the hope and trust that it’ll consistently help them achieve their personal as well as their professional goals. If they experience an issue with your product, and if that issue isn’t handled to the best of their expectations, you’re jeopardizing their trust, and that’s bound to affect your customer satisfaction and brand reputation.

Following are the key reasons why great customer support troubleshooting is so essential for business’ success:  

1. It reduces customer churn

Research suggests that most customers will avoid reaching out to customer support agents for help unless absolutely necessary. It’s probably only after they’ve tried everything possible from their end, and haven’t succeeded, that they’ll get in touch with you. At this point, bear in mind that their patience is wearing thin, and their frustration is at an all-time high.

But that’s not entirely a bad thing.

When you go out of your way to fix a really complex customer issue quickly – one they’ve themselves been struggling to resolve, you’re helping earn back their trust and increase customer retention.

One survey found that resolving customer issues at the first engagement can prevent 67% of customer churn. This just goes to prove how important great troubleshooting skills are for service recovery .

2. It improves the customer experience

Imagine a scenario where a customer is under a tight deadline, and their work is stuck because they’re unable to login to your product. At such a time, all that the customer is truly hoping for is that their issue gets resolved quickly, and with minimum effort.

When you’re great at troubleshooting, you’ll empathize with the customer’s plight, know exactly the right questions to ask of them, and not put them under the pressure of inspecting and resolving the issue. 

Your customers will always value and remember these instances where you didn’t just resolve their issues on time but also made the process extremely convenient for them.

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3. It saves you and your customers a lot of time

As a customer service representative, your to-do list is ever-expanding, and working efficiently is the only way you can keep up with the tasks at hand. That’s where your stellar troubleshooting skills come in handy. 

Good troubleshooting is not just about finding the best possible solution to a customer’s problem but is also about finding one quickly. Evaluating similar issues customers have faced in the past, having great knowledge of the product, and regularly documenting the troubleshooting process for unique customer issues are a few ways you can speed up issue resolution. Doing this can save both you as well your customers a lot of time.

The key qualities of a great troubleshooter

Great troubleshooting is an acquired skill. Sure, some people are gifted problem-solvers, but troubleshooting goes beyond the realms of mere problem-solving – it aims at understanding the nature of the problem, why it exists, what’s the best solution to it, and ensuring it doesn’t occur again. To do all of this successfully, customer service agents require the following qualities:

1. Communicating with empathy and patience

The most important quality of a troubleshooter is their ability to patiently listen to customers’ needs while showing genuine empathy for their problems.

It’s important that you pay attention to the smallest of cues and details that customers share with you. At the same time, it’s also essential that you don’t overwhelm them with too many unnecessary questions loaded with jargon. Remember – not all your customers are going to be tech-savvy, so simplify your communication as much as possible. 

Carefully listening to customer issues will help you troubleshoot quickly while also giving you ideas to constantly provide excellent customer service.

2. Researching well

While handling support for a product or service, you’ll have similar customer service issues come up multiple times. Chances are that a lot of these issues are fairly easy to resolve, and will have answers somewhere within your knowledge base , FAQ sections, or your issue logs. In such cases, walking customers through the issue resolution process isn’t much of a challenge.

The true test of your troubleshooting prowess happens when you encounter a unique customer issue that hasn’t been documented before. That’s when you need to know how to research the cause of the issue as well as its possible solutions by scouring through reliable resources across the internet and by discussing the problem with more experienced colleagues. Great research skills are indispensable for great troubleshooting.

3. Thinking out-of-the-box

Some customer issues can be handled in a pretty straightforward manner – you diagnose the issue, identify the main area(s) of concern(s) and find the best way to fix the problem for good. The customer is happy and so are you!

But, being in the tough job that customer support is, you’re well aware that not all days are as rosy and not all customer issues, as simple. 

Approaching complex customer problems requires a mix of critical, logical and creative thinking. You sometimes have to break free from the formulaic approach to resolving issues. 

Creating mind maps, having brainstorming sessions with your team and constantly updating your skills by the way of research and training are some great ways to enhance your creative troubleshooting abilities . 

4. Being a team player

No matter how skilled a problem solver you may be, collaborating with your team on various customer issues is a vital troubleshooting practice. 

Why? Because your support team will have individuals with diverse skill sets, experience, and varied perspectives. This will help you develop a holistic customer service problem-solving approach.

Ensure that you regularly bounce ideas off each other, hold daily discussions about unique customer issues and work together to resolve them. 

5. Being decisive

Customers hate waiting – no secrets there. When they reach out to you with support issues, they expect you to resolve them quickly. 

But as a dedicated service rep, you have to perform your due diligence. Providing them with a quick fix is not the right way to go about it.

How do you then give your customers what they want, without compromising on your support quality?

By being decisive when you need to. 

Once you’ve successfully identified an issue and the possible solutions to fix it, you must be quick in evaluating every solution, choosing the most appropriate one, and helping customers implement it. 

Decisiveness isn’t just about rushing to make a choice when you’re presented with a plethora of options – it’s about making the right one.

Steps involved in the troubleshooting process

Now that we’ve gone over the importance of customer support troubleshooting along with the key skills needed to troubleshoot effectively, let’s unpack what the entire process looks like.

Here’s the step by step guide you’ll need to troubleshoot customer support issues effectively:

1. Understand the problem

The first step in troubleshooting a support issue is to understand the problem. Here’s where the effective communication skills we earlier spoke of come in handy. To understand an issue comprehensively, you must do the following three important things:

a) Ask the customer the right questions 

Perhaps the most important first step in troubleshooting an issue (besides apologizing for it, of course) is  asking the customer the right questions . 

More often than not, customers won’t be able to give you a clear picture of their issue unless you guide them well. Start by asking the most basic question – “Can you please explain the problem you’re experiencing?”. Follow up with more specific questions like, “When did this problem first occur?”, “Can you please send me a screenshot of the error you see?”, “Are you seeing the error message only when you perform a particular action?”, etc.

Your questions should help you get clarity and context about what the issue is and how it’s impacting the customer.

b) Dig deeper into the issue

Once you’ve collected all the necessary information from the customer, the next step is to dig deeper into the issue – check if a similar issue has been documented in the past (in your knowledge base or issue logs). If it has, you know the drill, but if it hasn’t, you’ll have to collect more information to successfully diagnose the issue. 

Ask the customer if they can do a screen share with you. This way, you can use your expertise to gauge the problem better and make note of the important details the customer may have missed sharing with you. 

c) Define the issue 

Once you’ve clearly understood the problem, you should be able to define it – what the issue actually is, what the customer is intending to do vis-à-vis what is happening instead.

At this stage, it is important that you clearly communicate your understanding of the issue to the customer so you’re both on the same page.

2. Break it down

After understanding and defining the issue properly, you’ll have to further break it down to find out at which exact point things went wrong – in other words, identify the “root cause” of the issue. You’ll need to do the following:

a) Test out the basics first (one at a time)

Oftentimes, a customer issue isn’t as complex as it appears to be at the first glance. Changing simple things like clearing the cache and cookies, logging out and logging back in, removing browser extensions, restarting the device and using a different browser can help fix the issue. 

Make sure to try each of the above things one at a time though. Doing this will help you understand which one of your tests exactly resolved the issue. Use your discretion and knowledge to decide the order in which you want to run the tests.

b) Do a before vs. after comparison

A great way to narrow down a tech issue is to compare it with a normal, working version of it. Create a checklist of the differences if you like – it’ll just make it a lot clearer for you to understand where the issue lies and how you should approach it.

3. Identify possible solutions

At this point, you’re well on your way to find a fix or a workaround for the issue your customer is facing.  Brainstorm possible solutions with your team . This is the stage where you’ll also need to see if other departments (for example, engineering) need to step in. Create a list of all possible solutions you’ve come up with. Here are the next steps you should follow:

a) Evaluate alternative solutions

There’s almost always going to be more than one way to fix a customer issue. Your job is to evaluate each one of these alternatives and propose the best one – one that’s the most fool-proof, the fastest and the most convenient to implement. Again, it’s a great practice that you get inputs from your more experienced colleagues here.

b) T est out the chosen solution 

Before getting the customer onboard with the solution, make sure you thoroughly test it out yourself and iron out any issues that might crop up.  You don’t want the customer getting excited for nothing!

If things look good, which they’re most likely to, wonderful! If not, don’t worry – try going back to the earlier steps and see if you’ve missed something and make the required changes.

c) Propose the solution to the customer

After you’ve tested out the solution, it’s time to let the customer know you have a fix for their issue. Try to be as descriptive and clear as possible while sharing details about the proposed solution. If required, fix a call with the customer and walk them through the entire process.

4. Implement the solution

You’ve found the right solution to the issue and your customer’s onboard with it. Great! Now, it’s time to implement it. Considering that you’ve been thorough with all your testing, implementing the fix should be fairly simple.

The following are two important steps to follow after you’ve implemented the fix:

a) Try to find a permanent fix 

Try to analyze if this issue can be fixed permanently so that other customers don’t have to experience the same problem. For example, if while troubleshooting you found that using a particular browser causes your app to crash, let your development team know so they can fix the issue for good.

b) Document the issue

This is a very important step that shouldn’t be missed. Make sure you document all the details about this issue and the resolution process for the benefit of other members in your team as well as other customers. This will help them both save a lot of time if they were to encounter a similar issue in the future. 

Make it a practice to update your knowledge base and issue logs each time you troubleshoot a unique issue.

Most importantly – help your customers help themselves

Following the above structure is a great way to resolve most complex support issues, but a lot of times, simple tweaks can do what a long-drawn-out troubleshooting process doesn’t have to. 

Encourage your customers to perform the basic troubleshooting checks (as mentioned above in step 2) like rebooting their system, clearing their cache and cookies, etc. themselves. Guide them with the information in your knowledge base that’s relevant to their issue. Instead of sending them a direct link to the article, summarize the resolution process in an email and add the article link towards the end. 

Effective troubleshooting is as much about being efficient as it is about being systematic. It’s something both your team and your customers will appreciate.

Now go – be the troubleshooting hero you’re meant to be!

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Customer. Vendor. Seller. Buyer.

All of them have been around since the concept of commerce started.

Fast forward to 2020.

Today, it is all about the ‘Age of the Customer’. Businesses have grown more concerned; some may say, even obsessed with how their customers are treated. 

And rightfully so. 

It only takes one bad experience for the customer to swear off your business forever. 

By the same logic, one outstanding customer experience can convert them into loyal brand ambassadors, lifelong. 

So, what is the most natural solution to ensure that your relationship with your customers becomes better? 

Isn’t the answer pretty obvious?

You can have a great product and a very talented staff. But the one thing that the majority of customers will remember in all likelihood is the direct interaction they had with your business. 

And who is at the forefront of this experience? Your customer service team, of course!

Great Customer Service Can Be an Asset to Your Business

The bottom line is that your customer service department is the face of the company for your customers. Any experience that they have is primarily a direct outcome of the quality and skill of the team. 

Hence, any strong business will look to harness the power of customer service to develop positive relationships with the clients. But if you are a proactive company, you will keep asking the questions, “ What is good customer service? ”

The core value of outstanding customer service is centralized around attending to the needs and expectations of your customers through careful listening. Therefore, to prevent the relationship from stagnating, you have to be constantly looking out for newer and innovative opportunities for experience enhancement. 

Improving Customer Service Standards by Addressing  Problems Head-on

Your customers are interacting with your business pretty much every day. It is clear that at some stage, your team will encounter roadblocks and challenges. 

The success of your business will depend on how skillfully you handle your customer service problems .

Remember, if you can resolve these issues successfully, you would have won a customer for their lifetime. They will return to you again and again, thus, boosting revenue and profits. 

On the other hand, if the handling is poor, expect your customers to bolt to your closest competitor. And with it goes your revenue too. 

So, the question remains that in spite of knowing the benefits of a positive customer service experience, why is it so hard to deliver it consistently? 

Everyone knows that customer service jobs are really challenging. And a problematic customer is probably the icing on the cake. 

Problems, queries, and complaints, you never know what’s in store for you next. Some days you could be solving customer problems for one distressed client, whereas other days can feel like a train wreck. And your job is to salvage it all.  And end it all on a high note.

Customer service is no rocket science.  But if it’s that simple, then why do so many businesses do not know how to solve customer service problems? 

Maybe looking and analyzing the reasons behind common customer service problems as reported by consumers can be a step in the right direction. 

Let’s take a closer look at the solutions that can help you get your customer service standards up in the process. 

1. When the Response Times Are Long

Customers today expect communication with service departments to be instant. In fact, they want immediate resolution of their concerns too. This is, indisputably, the first in the long list of the common problem with customer service that needs to be addressed by businesses. 

Check out the reasons why this major problem occurs frequently:

• If the company does not establish a standard set of processes and practices to the field, answer and evaluate responses
• If there is no accountability on the part of the agent if response times have been really prolonged
• If agents end up doing a lot of manual work in the absence of adequate automation
• If agents are not trained to handle multiple queries simultaneously

To drive yourself back into the fast lane, you need to do the following:

• Create a process that outlines the workflow of what an agent should do when he or she receives a customer query with the focus of handling it promptly and efficiently
• Ensure that your agents are aware of their roles and responsibilities along with who they are accountable to if and when there are lapses in service
• Make use of technology and automation that helps take care of some of the repetitive tasks through a combination of canned  responses that are framed to expedite the workflow
• Allow your customers to reach you via multiple channels including email, website chat, phone, hosted with  contact center technology , social, text message and allocate resources accordingly
• Start creating a knowledge base to pre-package responses to the most commonly asked questions which also ensures that your service team remains consistent with their levels of service

Customer service issues, if left unattended, can be a frustrating experience for your client. Be proactive and keep your customers informed of how you aim to address their issues quickly.

2. When Customer Reps Do Not Listen Carefully to What the Client Needs

Your customer service problem-solving starts by diving due importance to listening. This is often overlooked, which may result in catching the customer service agent off guard with questions to which you may not have the appropriate answer.

You may not want to be in a position where you have to listen to customers complaining. Unless you give your full attention to what the customer is saying, it will be difficult to understand what they need or how to service their problem. 

You can land up in this situation due to the following reasons:

• If the customer finds it difficult to explain the issue due to a lack of knowledge of relevant technical terms
• If the customer has been disappointed with the product or service as it did not meet their expectations
• If you simply do not know the answer to the concern because you did not pay attention to what the customer said

To help you deliver the right resolution, you can do the following:

• Ensure that you have understood the issue about what the customer requires and double-check the problem if required
• Follow it up with a genuine apology because many customers are simply looking for an acknowledgment of the mistake made by the business
• If you do not have a solution right away, then admit it to the customer right away
• On the other hand, if a ready solution is available, then share it with the customer immediately.

A study published in the Harvard Business Review reported that a complaining customer handled proactively in less than 5 minutes will go on to spend more on purchases in the future.

Y our agents should be quick to understand and analyze customer problems.

Remember that empathy, too, begins with active listening.  Wouldn’t you call this an ideal customer service problem example ?

3. When the Customer Gets Transferred from One Department to Another

When people engage with businesses, and it does not turn out as per their expectations, it is the ultimate death knell to your reputation.

When a customer keeps getting transferred from one agent or department to another, it ensures that a customer will never return to you or your business in the future. Neither will they recommend you to people they know. This brings us to the second most common customer service problem.

Here are some reasons why a customer call may get transferred:

• If the customer agent does not have a ready solution to the query that has been put forward by the client
• If the rep is not the appropriate individual to offer a resolution to the issue
• If the agent feels that a superior will be able to offer a better solution to the problem

To ensure that the customer is not enraged, this is what you can do to pacify the situation before transferring the customer:

• Inform the customer the reason, why you need to transfer the call to another agent, senior manager or department
• Explain the present situation in detail so that the customer understands that sticking with you may take more time to resolve the issue
• Request permission to transfer the call and ask if the customer has any further questions that need answering
• Wait for a confirmation in the affirmative and then initiate the transfer

Remember that the customer may already be on the brink of losing it if the call has already been transferred several times. Try not to push him any further than you need to. You do want the experience to end on a positive tone.

4. When Customer Service Reps Are Rude to Clients

This is possibly the worst-case scenario for a business where the customer service rep has been rude to the client. You can’t deny that this is a tough situation to handle and is best avoided under all circumstances. 

No matter how frustrated or high-pitched a customer might go at the time of conversing with a service agent, it does not give the rep the license to be rude to the customer in any way. Generally, such situations are handled by an experienced manager.

Circumstances that can lead them in the direction of being rude to the customer include:

• If the customer constantly challenges what the agent is trying to communicate to mitigate the situation to the best of their abilities
• If the customer is rude and abusive to the agent without any provocation from the rep’s side
• If the customer service agent has personal issues that he or she could not put aside whilst attending to customer calls

Following these guidelines can help you tackle even a sticky situation such as this:

• You need a team of service personnel with a positive and can-do attitude against hiring people just on the basis of their experience
• Ensure that they are empathetic to customer needs, no matter how badly the customer behaves or speaks
• Invest time and effort to upskill your team, especially in soft skills, through ongoing training and development programs

For now, it may seem like a rather far-fetched strategy to take care of a critical customer service problem and solution. In due course of time, you will see that it was worth the effort.

5. When You Cannot Offer A Solution to The Customer

There will be times when you may not have an instant solution for the customer. Telling that to the customer can be slightly tricky, especially if you notice that the customer is already annoyed. But dealing with an angry customer is part of the job description, and there is really no way of escaping it.

Customer service reps are only human and may not be able to offer a resolution of customer queries on the first contact. When customers have to chat or call the service department multiple times, it can be a hassle for them.

There may be several reasons why agents may not be able to offer immediate solutions. These include:

• If the business has encountered this specific customer query for the very first time in which case the solution guidelines have not been outlined for reference
• If the customer service rep has not received adequate training or information on the company, its goals, products, and services
• If the agent simply does not know the answer to the query because he or she has not proactively kept themselves updated on all relevant information and knowledge

You can go through possible solutions options in a scenario such as this:

• The agent can refer the query to a more experienced colleague or manager in the absence of an outline to the solution 
• The company should pass on all relevant information to their customer service department and follow it up with periodic training sessions
• The agent should also invest time in learning about the company, their products, and services, etc. on their own
• Let the customer know that resolving the issue will take time and promise to get back within a reasonable timeline with the solution the query

Even though this is not the ideal situation to end the conversation, it is a common occurrence in customer service. Just make sure that whenever you get back to the customer, the solution should be able to meet their expectations.

A very important and viable solution here can be an updated knowledge base that the support reps should have access to as and when they need it. This will reduce the chances of inadequate or incorrect information being passed by reps to the customers.  That’s a great customer service problem-solving example that anyone can refer to.

6. When Customers Cannot Get A Live Human Being

Be it  live chat tools or phones, technology has allowed a significant percentage of customer service processes to be automated. While the life of a customer service agent has been simplified to a large extent, most customers find it really annoying to have a real human dealing with their issues.

Customers today want to talk to humans, not machines. This brings us to another key customer service issue that is quite common these days.

The top reasons why businesses are prioritizing automation in their customer service processes are:

• If the business is looking to minimize customer wait times and reduce friction, then automation is the obvious answer
• If the business wants to prioritize and attribute tasks efficiently through workflow automation
• If the business hopes to reduce resource costs in which case automating some of the tasks can be beneficial
• If the business is trying to attract a newer demographic who are not averse to conversing with a chatbot or IVR

Here is how you can avoid some of the pitfalls:

• Pick the right tasks such as repetitive jobs, resources for self-service ,  FAQs , knowledge bases, etc. that can be automated with a knowledge base software which also prevents you from alienating your customers
• Merge your service channels by converting them into an omnichannel strategy to collaborate effectively and efficiently ensuring that information silos do not happen
• Automation should be undertaken to support your human team and not as a substitute for your live agents
• Always request feedback to keep abreast of any change in customer opinion regarding the automation of your processes, either partially or fully

Automation requires a lot of planning to make sure it is successful in offering the right customer experience to your clients. Too much of it can undermine the goals of achieving good customer service. Now, this looks like the perfect customer service problem and solution example. Wouldn’t you agree?

7. When Customer Service Pushes the Wrong Product or Service

This situation can arise if the customer has a specific product or service-related query or maybe needs guidance to decide on, which is a suitable variant or model that will fit best with their needs.

Many times, customer service agents adopt a ‘ one size fits all ’ kind of approach. This may result in them pushing a product or service to the customer, thus, adversely impacting their experience with the business. 

• If there is a serious lack of knowledge on the part of the agent where he or she does not know the USPs of specific products or services
• If the agent is unable to perform a competitive analysis of the buyer’s needs which may result in a guesstimate rather than an accurate evaluation
• If the rep does not take into account the customer’s interaction history , the products or services that interest him or her, what they’ve searched for in the past, and which pages on the site they have been browsing the most 

You need to do the following to get into the customer’s good books:

• Always listen to the customer’s requirements carefully and then carry out a detailed analysis to recommend the right product or service 
• Indulge in some thorough visitor tracking to know what or where the customer has been browsing on your site
• Keep yourself updated with the latest product and service information including features, benefits, prices, and freebies

Your customer is looking up to you for directions. Presenting him or her with a range of helpful suggestions will ensure that you drive the conversation on a positive note. All staff should be trained so that customers receive a consistently delightful, not just satisfactory experience.

Using live chat software that helps you track customer history as soon as the customer says its first word can make things easier for you. Live Chat comes with a plethora of features that help you access customer information in real time  and provide solutions that delight customers.

8. When Customer Service Does Not Follow Through with Promise

If the customer service department is unable to offer an instant solution to the client, they will ideally make a promise to deliver it within a stipulated period. In many instances, it has been observed that service reps are repeatedly missing to live up to what they’ve promised the customer.

This brings us to the next customer service problem of reps not following through with the promise that they have made to the customer. It can be infuriating when the issue remains unsolved due to this.

This customer service problem goes against the very ethos of the profession. However, some reasons why this may still happen are:

• If the processes are not in place to ensure that the agent receives alerts and notifications of an open ticket on time
• If the customer service agent is not proactive in passing the information to all relevant teams who need to be involved in solving the issue
• If the customer support agent is just plain lazy and not bothered about closing the issues with the customer

The following strategies can help fix the above-mentioned issues:

• When the agent follow-up on time, customers feel that they are cared for, which automatically increases customer trust and reliability in the brand
• Do not leave a lot of time gap between your last conversation and the follow-up and the faster you reach out, better are the chances of turning an average experience into a great one
• If the customer has contacted your service department during office hours, be sure to return the call, and email within 24 hours
• Try and avoid ‘Yes’ or ‘NO’ responses when you are following up with the client as opposed to asking more open-ended questions to get more information

No matter what the reason or type of follow-through is, always remember to thank your customers for continuing to be loyal patrons of your brand. A simple ‘Thank You’ will suffice. Streamline processes with the integration of a helpdesk software to ensure that the customer experience is top-notch.

9. When There Is Lack of Customer Centricity

It is easy to lose the culture of customer centricity as the business keeps expanding and growing. When you fail to place the customer at the core of your business, eventually, everything starts falling apart.

Temkin’s State of Voice of the Customer Programs 2017 report cited that 67% of large companies rated themselves as good at soliciting customer feedback , yet only 26% think they are good at acting on it.

This brings us to the next problem with customer service, where it is internal barriers are leading to behaviors that are detracting businesses from promoting a customer-centric culture.

Check these top reasons why customer-centricity issues are not being addressed:

• If the management and top leadership is weak, there will be little or no opportunities to develop the business as a customer-centric organization and this emotion percolates right to the depths of the customer service department too
• If the customer agents are weak and untrained, they will not be able to assess customer needs and expectations effectively
• If there is an overall lack of vision, the customer service department can never excel at their jobs as excellent customer service starts right from the top

Some of these tips can help get you on track:

• Strengthen communication channels between the executive, mid-level, and frontline teams
• Create a more holistic picture of your customers by continually communicating, sharing goals, and linking information and data for arriving at evidence-based decisions
• Empower your service agents to make decisions that also propel customer growth strategies

With a vision that is purpose-driven and a clear path forward will help to draw upon emotional belief systems and team member rationale to walk the talk of a customer-centric organization.

10. When Customer Service Is Not Aligned to Customer Journey

Bad customer experience at any point in the customer journey can absolutely ruin the relationship between the client and the business. Just having a good team in place is not enough. The service team should be aligned with the needs and desires of the customers throughout their lifecycle.  

This brings us to the last problem with customer service, where businesses are not paying adequate attention to getting their customer service workflow in line with the customer’s lifecycle. 

The key reasons are:

• If the business fails to recognize the importance of mapping the customer journey that is aligned with your brand
• If the top leadership is unable to comprehend the worth of mapping customer journeys to help achieve organizational goals
• If the management is not aware of how customer journey mapping can drive growth and offer profitability for the business

Follow these guidelines to succeed:

• Get out of the inside-out perspective of customer journeys because it is grounded with a biased viewpoint
• Focus on how customers and prospects interact with the brand over multiple touchpoints including your website and social channels, outbound marketing , sales team and customer service department
• Do not make the mistake of overlooking all relevant participants in the customer journey or your risk transforming the customer map into a superficial tool with little or no value

Always base your customer mapping on research that will help your service agents to understand the customer experience from the outside-in. Remember to capture the entire journey and always highlight the key moments that push your customers to stay on the course of their purchase path. 

Wrapping Up

Competition is fierce in this global marketplace, and customer service problems are inevitable. And sometimes it can be quite overwhelming to keep up with the ever-evolving innovations that have tremendous control over your customer experience, no matter how good your business is. 

It will always be outstanding customer service that will make them come back for more. People want to feel special. By addressing their customer service problems, you want your customers to walk away from the interaction feeling not only satisfied with the outcome but valued, understood, and prioritized. Try to adopt the solutions mentioned above and wherever required make use of a competent customer support tool  to upgrade your customer service and delight your customers.

Let’s read through some frequently asked questions in the context of customer service problems and how to resolve them:

Why is customer service problem solving important?

It is crucial to solve customer service problems because you want your customers to be happy and satisfied. It also allows the business to identify gaps in their service and figure out a course of action to take corrective measures. 

With a positive image of the brand, your customers will be more than happy to recommend it to their family and friends. 

How do you write a problem statement for a customer?

A problem statement for a customer primarily involves writing out the detailed description of a specific issue raised by a client that needs to be addressed by the team responsible for problem-solving. 

Start by describing the present condition of the customer’s situation and explain the problem from a customer perspective. Outline any possible financial implications that may be incurred as a result of solving the problem. Without evidentiary support, arriving at a final solution will be impossible. Conclude by explaining the obvious advantages of adopting the resolution.

What are the types of dissatisfied customers from customer service?

Generally, dissatisfied customers as a result of poor customer service can be classified into eight types – meek, aggressive, high roller, rip-off, expressive, passive, constructive, and chronic.

What are the problems faced by customers?

There are several common problems that customers face today. 

Topping the list is the lack of authentic information on products and services. Along with that, complex navigation to specific pages, followed by connection issues with digital payments, is also quite a hassle. Poor standards of customer service, after-sales service, and vague return policies also create problems for customers frequently.

How to solve customer service problems?

Handling customer service problems is never an easy job. While it may seem like a challenging process, remember that even the frustrated customer is looking for a solution. 

The best way to tackle such situations is by carefully listening to the issue at hand and without interruption. Acknowledge the issue and ensure that you have understood the concern from the customer’s point of view. Apologize and then offer a solution if it is readily available. 

Alternatively, if the issue needs more investigation or you do not have an instant resolution, communicate the same to the customer. End the call thanking the customer for calling in and asking if he or she needs any further assistance.

Remember that customer service means taking the good with the bad.

About the author

Proprofs editorial team.

The ProProfs Help Desk Editorial Team is a passionate group of customer service experts dedicated to improving your help desk operations with top-notch content. We stay ahead of the curve on trends, tackle technical hurdles, and provide practical tips to boost your business. With our commitment to quality and integrity, you can be confident you're getting the most reliable resources to enhance your customer support initiatives.

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How to Improve Problem Solving Skills in Customer Service

Keeping customers happy pays off.

Happy customers buy more, generate positive word-of-mouth advertising, and create great referrals.

Unhappy customers complain, and they do it loudly. What’s worse, for every customer that complains, 26 stay quiet .  

Delivering great customer service can be challenging, but why?

According to Jeff Toister of Toister Performance Solutions and author of three customer service books , there are five reasons why customer service is so hard:

• It’s not instinctive
• Our customers see what we don’t
• It’s sometimes hard to be friendly
• We aren’t good at multitasking
• Directed attention fatigue

So how do we overcome these challenges ?

Problem-solving.

“Every problem has a solution. You just have to be creative enough to find it.” Travis Kalanick

One of the main reasons our customers do business with us is because we solve a problem for them.

Depending on your product or service, your business can help customers:

• experience something new
• feel comfort
• become healthier

What problem does your business solve for your customers?

Problem -solving skills is vital to Customer Service

Solving a customers’ issue should be the goal of every one of your people.

But typically in the past, when an issue escalated to a certain point, help desk service or customer service reps (CSRs) were told to escalate these calls to a supervisor or manager.

More and more companies are asking customer service reps (CSRs) to handle these types of issues, not managers.

That’s a big change for many CSRs.

It’s also a task CSRs can get right with the proper problem -solving skills training . Failing is not an option for CSRs. It’s just too costly.

What is the impact of poor customer service?

Companies lost $75 billion in 2017 from customers switching to competitors because of bad service. That’s up $13 billion from 2016. With customers demands increasing each year, it doesn’t take much to disappoint customers with poor customer service. Obviously, CSRs need to be at the top of their games to keep customers happy.

This guide offers tips on how to help your people solve customer service problems quickly, efficiently, and cost-effectively.

The guide covers the following topics:

• Critical thinking in customer service
• Rules to help customer service people think critically
• Basic customer service problem-solving scenario
• Concrete steps to solve a customer problem

Keeping customers happy can boost customer loyalty, corporate productivity , and business profitability—goals for every company out there.

“Fall in love with the problem, not the solution.” Uri Levine

Critical Thinking in Customer Service

Delivering epic customer service is essential these days. But that’s easier said than done, given today’s more demanding customers.

Identify critical thinkers

To manage demanding customers requires someone highly skilled in troubleshooting—someone with the creativity to solve difficult problems.

All while under the pressure of the customer.

So, look for customer service people that are creative problem solvers when hiring new workers. These people have a penchant for thinking outside the box to solve problems.

That includes not just the ability to think rationally , but also the need to question the information given. Put simply, critical thinking is never taking anything for granted.

Build critical thinking skills

Customer service people can develop critical thinking skills with practice. In a post by Ransom Patterson on CollegeInfoGeek.com reveals seven ways people can improve critical thinking skills:

• ask basic questions
• question basic assumptions
• be aware of your mental processes
• try reversing thing
• evaluate existing evidence
• think for yourself
• remember you are not perfect

Apply these tips encourages critical thinking.

Another critical thinking technique CSRs can use is constructive controversy. A proven problem-solving method, constructive controversy helps you decide if a decision we’re making is the right one for you. Here’s more on this technique .

Basic Customer Service Problem-Solving Scenario

Savvy businesses aren’t afraid to provide employees with customer service problem-solving training.

One aspect of this training is learning the four phases of a problem-solving situation and what to do during each phase. See below:

Listen to customers

Listening is the first step in solving customer’s problems. It’s also the most critical. But customer service people often need training to do it well.

If customer service reps don’t listen, they won’t know the nature of a customer’s problem and its impact on him or her.

Sometimes, all customers want is for CSRs to lend a sympathetic ear. Other times, they need more.

Also, CSRs need to let customers vent without interrupting them.

Acknowledge customer’s pain

During this phase, CSRs need to acknowledge they heard customers and “feel” their pain.

Paraphrasing the problem back to a customer says you’ve done that. It also makes sure everyone is on the same page. If CSRs don’t fully understand the issue, they may end up providing the wrong solutions. Saying something like “I’m sorry you had to call us to deal with this issue” also helps.

Offer alternative solutions

If the issue is merely an oversight on the customer’s part, no remedy is needed.

But if the situation is the company’s fault or a product or service fails, you may need to offer alternative solutions.

Resolution is critical.

In this case, the customer not only didn’t get what he or she wanted but also were inconvenienced. That’s a bad combination no matter how you look at it. Going above and beyond by resolving the issue and offering a free product or service, a special coupon, or a gift voucher goes a long way with customers.

Execute/Follow-up

After agreeing on a solution, CSRs need to execute. Then, you need to follow up. That ensures that customers end up happy with the resolution and are satisfied with the outcome. If they’re not, then customer service people need to find a way to satisfy them.

Understanding these phases of a successful issue resolution is crucial when dealing with unhappy customers. It’s the “secret sauce” to keep buyers happy.

Extra: Be prepared

In addition to this approach, you may want to have some prepared responses to seven stock questions customers ask. They’re questions that almost every company gets:

• Why don’t you have it in stock?
• Why didn’t you or your company tell its customers?
• Why did I pay less the last time I was here?
• Can I have a refund because of this problem?
• You did it last time I was here?
• You said the problem/product was fixed?
• You said you’d call me when the problem was fixed.

Providing stock responses to these questions not only helps customer care people follow company guidelines but also keeps customers happy.

How to Handle Customer Service Issues: 9 Steps

Problem-solving often seems straightforward, but that’s not always the case. Sometimes, it’s complicated. Having workers well-versed in problem-solving skills and techniques for customer care representatives helps. Approaching issues in a systematic way simplifies the problem-solving process.

Below is a 9-step process that can help CSRs resolve even the most complex customer service issues:

Identify the problem

The key to doing this is to ask the right questions. Below are some customer service problem-solving interview questions:

• What is this call really about?
• Is there an underlying issue causing the problem the customer isn’t aware of?
• What does the customer want us to do?
• Is the issue being made worse by a known problem or bug?
• Is this issue identifying a repeated customer service problem or is it a new issue?

These questions can help CSRs pinpoint the real problem. It’s not always what customers think. Acknowledging the customer’s pain, as we said above, also helps.

Find out what customers need

Try to understand how customers see the issues involved and try to get a solid understanding of his or her needs. If appropriate, ask customers what they’ve done to resolve the issue.

Find out how the issue impacts the customer

Understanding how an issue affects a customer is crucial. It helps CSRs not only connect with the customer but also prioritize tasks.

Clearly define the root of the problem

Having identified the problem in steps 1 to 3, you now need to understand what caused the problem. By identifying the cause of the problem, you will have a better idea of how to solve it. Also, you will know how to avoid a simialr problem in the future.

Produce possible solutions

Knowing the problem, your customer care person needs to start brainstorming solutions. They also need to find out what solutions other co-workers may have used to solve the problem. CSRs can then generate a list of potential solutions.

Evaluate each solution and pick the best

Evaluate all the solutions. Decide if you have the resources to implement it, how much the solution costs, how long it will take to execute it, will it resolve the issue, and if it follows company policy.

Plan the solution’s implementation

Some solutions are easy to execute. Others are harder. For harder solutions, think about who will execute the solution, what will it costs, when and where you will execute it, and how will it be implemented. Also, double check out the benefits of the solution.

Discuss the solution with customers

Having nailed down the solution’s details, discuss it with the customer. Walk through it with him or her step by step and ask for feedback. Be ready to adjust the plan. Execute the solution — After the customer approves the solution, it’s time to execute it. Follow up to certify the progress of the solution, that you’re meeting any deadlines and where you stand with the budget. Re-work your plan, if necessary.

Analyze the results

Having finished the implementation, analyze the results. Use quantitative and qualitative data, if available. Can you improve the solution? Also, ask the customer if the resolution met their expectations. That’s critical.

This ten-step process may seem a bit much for call center agents, technical support people, and customer care representatives to tackle. But using it works.

Having customer care people go through it step by step helps your CSRs quickly resolve customer issues the first time that customers call. Track resolution time to see how your CSRs are doing.

Resolving issues when customers contact your business keeps them happy.

Happy customers buy more, generate positive word-of-mouth advertising, and create outstanding online referrals. On average, a happy customer tells nine people about their experience with you.

Keeping customers happy is the secret to boosting customer loyalty, increasing profitability, and differentiating you from competitors. Doing those things can take your company to the next level.

Unicom Teleservices

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What Is a Good Definition of Customer Service?

25 Customer Service Scenarios (And How to Handle Them)

• Formilla Blog
• Customer Service

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:

#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:

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:

#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.

Here’s what to say to a customer when you’re at fault:

#5: What to Say When You Can’t Resolve the Issue

Maybe they asked you to ship them some peanut butter (and you don’t sell peanut butter), or maybe they need a service you simply don’t offer. Either way, there will come a time when you simply can’t solve a customer’s issue.

(By the way, sending them the peanut butter anyway would be an awesomely creative customer service idea.)

Pro Tip: Use the “compliment sandwich” method – Give them a compliment, tell them the bad news, then end with another compliment.

Here’s a live chat canned response for customers you can’t help:

#6: Following Up With a Customer

As a rule of thumb, if you promised to get back to a customer, get back to them within 24 hours – even if you don’t have a solution yet! This will show them you didn’t forget about them and you’re working on the problem.

Here’s the best canned response for this situation:

If you didn’t solve their problem: “Hey, [their name]! [Your name] here, I just wanted to let you know we’re still working on resolving your situation. I’ll let you know as soon as it’s been fixed! ?”

If you did solve their problem: “Hey, [their name]! We’re all squared away – your problem has been solved. Let us know if there’s anything else we can do for you! ?”

#7: Responses for Dealing with Angry Customers

When it comes to an angry person, think of them as a soda bottle you just dropped. You wouldn’t shake it up more and take the cap off, would you?

Of course not! You have to slowly open and close. *Tss* *Tss* *Tss*

How do you do that? Be empathetic, apologize, show urgency , and use this as a guide:

#8: Responses for Ending the Chat

When it’s time to part ways, do so tactfully. A simple “goodbye” isn’t enough. You just helped them with their issue – this is an opportunity to go the extra mile!

#9: How to Handle a Customer Requesting a Refund

In our case, handling a refund request requires pulling up the account or order and refunding a portion of the cost of the most recent month’s subscription.

As with any product or service, using the product or service for a prolonged period of time and eventually requesting a refund is like eating 90% of a cheeseburger then asking for a refund because you ordered a hamburger instead.

But, you know, it happens (I would know, I’ve worked at McDonald’s) – you just have to know how to deal with it. Try this:

“I’m sorry to hear you didn’t find a use for our product/service. We truly care about our customers getting the right product fit, so we’ll process your request for a refund right away.Keep in mind, however, it can take up to [number] days to process a refund request. I promise to personally keep you updated on the status of your request so you’re never left in the dark.

If your request is approved, you can expect the funds to hit your account within [number] days. If you have any other problems or requests, you can reach me at [your email]. Thanks for reaching out! ?”

#10: How to Handle a Customer Asking for a Discount

Here at Formilla, we tend to take these requests case by case. For example, if an organization is a not-for-profit and on a tight budget, we’ll evaluate their needs and provide a discount to make it more affordable for them.

Other times, we use language such as “what’s your budget like?” and “maybe I can recommend the best package for you or let you know if we have an upcoming promotion soon”. Or, you can give them a discount on the spot.

Here’s a saved reply you can use:

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

This is going to be different than the other examples we’ve given so far because your answer will vary widely based on your business and features. For this section, we’ll show you a direct example of what we’ve done at Formilla, and explain why, so you can tailor it for your own use.

Here’s what we say when a customer asks for a Mac desktop app that we haven’t built yet:

“Hi [their name],Thanks for reaching out! We currently only have a Windows Desktop app (replace this sentence with whatever you currently have), however we have plans to introduce a desktop app for Mac in the future (if you’re planning to build this feature at some point).

I’m not sure exactly when that might be just yet (no firm date b/c it’s not slotted yet), but I’d be happy to let you know once it’s launched (kindly offering to follow-up for convenience).

In the meantime, we recommend logging into the web dashboard at http://www.formilla.com/login to answer incoming chats, or use our mobile apps for iPhone and Android as an alternative.  You can also check ‘Keep me logged in’ so you don’t have to login each day as the system will remember you for 30 days. (Offer an alternative solution to help ease the pain in the meantime.)

Please let me know if you have any additional questions, and have a great day!”

#12. What to Say to a Customer Asking to Cancel Their Subscription

This is a perfect opportunity to get feedback by asking if there’s anything they were looking for that you don’t have! Was there a problem with the product? Is the price too high?

Customer feedback is one of the best ways to improve your customer service! Take advantage of every opportunity you have to get it. Try this response:

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

Let me start by saying: You should never make a customer feel like something is their fault  or that they’re stupid (duh).

That said, sometimes things are the customer’s fault. If that’s the case, try an empathetic approach to make the customer feel it’s a common occurrence like this:

“Hello [their name],

We really appreciate you bringing this to our attention! The issue appears to be due to [explain the issue], which I’ve done quite a few times myself ?. The good news is, I’ve already solved the problem for you by [explain how].

I hope that helps! Please let me know if you have any further questions or issues, of course.

[Your name]”

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

Hey, it happens to the best of us – sometimes, we accidentally reach out to the wrong company somehow. When that happens (if?), it’s actually a chance for you to win their service!

Rather than simply saying, “Oh sorry, that’s not us”, point them in the right direction… but also ask if there’s anything you can help them with.

For example, if someone contacted us at Formilla thinking we were an art gallery or something (for some strange reason), we would respond like this:

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

We get it all the time, especially in such a crowded marketplace as live chat software. What makes you different?

This is an excellent opportunity to get more customer feedback. Ask them if they currently have the service you offer (and what they like/dislike about it) or why they’re seeking out that service (to find out their pain points).

Also, rather than respond with a feature comparing ‘checklist’ to show the exact differences, we prefer to focus on our strengths. Most live chat software is the same – but the small extras we offer (like affordability, great customer service, simplicity, and reliability) help us stand out from the crowd.

If someone asks you how you’re different, focus on your strengths with a response like this:

“Hello, [their name]! Thanks for reaching out. What makes us different from our competitors is our absolute focus on customer service, reliability, and simplicity. We also happen to be more affordable than most of the other services out there.

Can I ask what it is you’re looking for in [service you offer]? Do you currently use [service you offer] on your website?”

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

This question is another opportunity to focus on your strengths (particularly if you offer a service).

For example, our strengths in this situation include not storing credit card information, not logging sensitive information, changing admin passwords every 90 days, and limiting access based on role.

Try using a response like this:

#17. How to Respond to a Customer that Forgot Their Password

You’ll likely encounter two types of customers asking this question:

• Someone simply asking.
• Someone who’s really upset or angry about the lost password.

Normally we send our customers to the ‘forgot password flow’ to teach them how to change it themselves, so we don’t have to keep manually resetting it and they don’t have to wait on us.  However, if we’re dealing with the second kind of customer – one who seems upset – we’ll do it for them.

You have to gauge what kind of mood they’re in by their tone and specific wording in their response. If they’re using profanities, saying things like ‘this is ridiculous’, or generally seem upset, be careful. Remember the soda bottle!

Try a response like this:

#18. How to Request Feedback from a Customer

While this isn’t a customer service scenario, per se, asking for feedback from your customers is extremely important! Feedback will help you improve everything about your business, from your service to your product and more.

We typically ask for feedback during ongoing conversations with our customers. If you spent a lot of time with them (and they seem fairly happy or at least satisfied), it’s a good opportunity to ask for feedback.

Try something like this:

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

I know what you’re thinking – no, feedback and reviews are not the same thing.

Feedback is for your eyes only, to help you improve your product or service. A review (or testimonial), on the other hand, is a public statement of your customer’s experience, normally displayed on your website for all to see.

Reviews are incredibly important! They provide social proof for your brand. Don’t believe me? Check out these stats:

• 64% of software buyers  want to read at least 6 reviews before making a purchase decision.
• 88% of consumers  say that they trust online reviews as much as personal recommendations.
• 72% of buyers  will take action only after reading a positive review.

Oh, and the best time to get a user to submit a review? Right after they’ve interacted with your company! You’re still top of mind, and if they took action to reach out to you, they’re more likely to continue to take action and leave a review.

Bonus: If you gave them great service, they’re even more likely to give a great review. Win-win!

So, try something like this:

“[Their name], we’re really glad we were able to solve this problem for you. If you feel we were helpful, would you mind leaving [your product or service] a 5-star review? You can leave a review by going to [link to review].If you don’t feel we deserve a 5-star review, what can we do to better serve you?”

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

We all have lives to live, and as business owners (or busy customer service reps), we can’t always answer our customers right away. Sometimes, we’re stuck elsewhere putting out a fire (Steve tried to cook in the company kitchen again).

Not solving a customer’s problem immediately is OK – as long as you at least let them know you can’t respond right away and tell them why.

This is most easily accomplished with an auto-response message, if your live chat service has this feature ( Formilla live chat does!). Something like this should do:

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

You worked hard creating an amazing FAQ page, don’t let that go to waste! (You did create a great FAQ page, didn’t you?)

However, when sending a customer to another resource, you don’t want to be rude or sound like you don’t care. Avoid that with this saved reply:

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

¡Osos de peluche mullidos! Sometimes, you’ll encounter customers who don’t speak your language. Don’t worry – you can still bridge the language barrier!

Open Google Translate  in another browser and copy-paste whatever they’re saying. Google can decipher it. Then, type your response, and Google will spit out what you said in the language you need.

In other words, say this (in their language, of course):

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

You know what sucks? Telling someone they violated your terms of use (ToU) or policies. Don’t worry, though – we have a response for that situation, too! (And it’s tactful.)

In our case, sometimes our customers will install our live chat software to multiple different websites, however they’ve purchased only a single website package.

We’d say the following to determine what the customer really needs, rather than assigning any blame:

“Hello, [their name]. I’m reaching out to you because it seems you have our software installed on more than one website, although you’re currently using our single website package. Were you intending to upgrade to one of our multi-site packages instead?

Please let me know, and I can help you select the correct package for your needs. Thank you!

[Your name]”

#24. How to Tell a Customer Their Account is Overdue or Expired

We’ve all missed a payment on something. It’s not fun for any party involved. But, with a little tact (and some honey, instead of gaul, as Dale Carnegie would put it), you can get the majority of customers to make their payment.

We’d say something like this:

“Hello, [their name], I hope you’re having a good day so far!  I’m just writing to let you know your recent payment has failed to process for live chat service.

If you plan to continue your service, you can simply submit a new payment by logging in to your account. I have ensured it will remain active for another five days to give you extra time as well.

If you plan to cancel your service, I can handle that for you as well. Just let me know if you’re having any troubles with our platform or if you need anything else!

#25. How to Respond to a Service Interruption Question

It happens to the best of us – sometimes a raccoon chews through the chords powering your server and your service goes down. Oh crap.

Ideally, when this happens, you should inform your customers of the outage before they ask you. This could take the form of an email blast and social media updates or even a simple message on your home page.

If a customer does ask about the outage, just be transparent about the issue. Let them know you’re working hard to resolve it and that you’ll continue to post status updates to your service uptime page every 60 minutes (or however often you choose).

Bonus points if you tell them to follow you on Twitter for real time updates (just make sure you actually post the updates and don’t forget).

Here’s the verbiage:

“Hello, [their name].  We’re currently having a server issue which has knocked out our service for the time being. We’re aware of the problem and are working hard to solve it.

We’ll be posting status updates every [number] minutes on this page: [link]. You can also follow us on Twitter at [link] for real time updates.

Thank you for your patience as we work through this issue!”

Customer service is nothing if not a daring adventure. There are many customer service scenarios that need to be treated delicately and with tact – and others that offer room for a little more fun.

I hope you’ve realized the importance of providing a great customer experience and have a better understanding of how to handle any situation.

Never get caught off-guard with any customer service scenario again. Download your own free copy of this full guide now!

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Read Next:  9 Brilliant Customer Service Examples

How to Add a Live Chat Plugin or App to Your Site

Comments are closed.

Thank you for inviting me to respond to this post. First of all, it’s quite comprehensive, engaging (in that it invites contributions from readers), and useful to customer service reps.

I liked the periodic use of levity and emoticons throughout – which I think work in many (but not all) support environments (e.g., I have a different expectation when interacting with a rep at Zappos than I have of an employee at, say, Fidelity Investments). To me, these made the communications friendly, disarming, and approachable. I also liked the references to reducing customer effort (#2), encouraging customer feedback (#12), proactive communications (#25), transparency (#25), and follow-up (#25).

There were several things that, if we were critiquing this article together over a beer, I would question:

Too often customers who are not “fun” are described as “difficult.” That’s like saying that someone who is not extraverted is antisocial. That’s just not true. Whenever you describe a customer as “difficult,” you’re suggesting that he is hard to please or satisfy. In my experience, a more accurate description of this type of customer is “discerning” – meaning that he notes differences or distinctions between what he expected and what he received. A discerning customer exhibits keen insight and good judgment. He is perceptive, not hard to please.

I worry whenever I see the word “canned” in an article offering customer service advice. To me, referring to customer responses as “canned” has the same effect as when professional speakers refer to their events as “gigs.” Calling them gigs, in my opinion, cheapens the job. I prefer “event’ or “engagement.” In the same way, a “canned” response doesn’t sound as thoughtful as saying, for instance, a “saved” or “prepared” response.

I would replace the word “transfer” (in the context of transferring a customer to a different department representative, #3) with “connect” or “refer.” Most customers hate the word “transfer.”

Eliminate the conjunction “but” from your customer communications (#4). As soon as customers hear or read that, they begin to brace themselves for bad news… Replace “but” with “and” whenever feasible or simply start a new sentence (e.g., “We will fix it immediately, and it may take up to five business days to fully resolve” or “We will fix it immediately. It may take up to five business days to fully resolve.”)

To my earlier point, #7 was painful to read: “Be empathic, apologize, show urgency, and use this canned response:” The words “empathic” and “canned” do not belong in the same sentence. Have you ever tried to be empathetic with a loved one on an important issue by using a canned response? How did it go?

Also in #7, the suggested response “I understand how frustrating it must be” should be avoided. Try it out with an upset customer (i.e., the soda bottle you just dropped) and tell me how it goes. Most upset customers will retort, “No, you don’t understand!” How could you? Everyone’s unique situation is singular to him or her. The best you could realistically do is imagine how frustrating it must be.

I dislike the reference to “policy” (#13). Like “transfer”, most customers don’t like to hear the word “policy.” Instead of saying “due to our policy”, tell the customer exactly why you can’t do it. In other words, what is the rationale for the decision? Why does the policy exist (e.g., safety, legal, ethical, financial, etc.)?

Telling a customer that she “forgot” something is unnecessarily inflammatory (#17). In place of “forgot”, I’d recommend substituting “can’t locate.”

Others (who are better self-promoters than I am) may disagree with this, but I would never ask someone to give me a “5-star review.” I might ask for an honest review, but I would never tell someone what rating to give me. If there are five stars (options) and the reviewer is an adult, then she can choose for herself how many stars I deserve. If you ask for a 5-star review then, by definition, you’re tampering with the process and undermining the integrity of the results.

I dislike the inflammatory language that riddles the #23 response. I would rewrite it, removing the following words: violated, Section (too formal), violate, comply (“Submit to us!”), and prompt (“Hurry it up!). These words may be necessary if you’re operating a prison, but most work environments can identify softer, less antagonistic words to convey the same message.

When an account is overdue or expired (#24), why dismiss the customer without (as you emphasized in #12) taking advantage of the opportunity to obtain feedback from him? Why is the account overdue? Why did it lapse? Perhaps it’s an expired credit card or the customer has misplaced his login credentials? And if he willfully let the account expire, then why did he do so – and is there something that could be done to convince him to reinstate it?

My two cents. Thanks again for sharing the post and inviting my feedback.

Best, Steve

Hey, Steve!

Wow, excellent points! Thank you for taking so much time to thoroughly go through the entire post. I’m going to go back and update this based on your feedback. I’ll let you know when it’s updated – thanks again! ?

Cheers, Bill

It is great article no doubt. Thanks for sharing.

Steve Curtin

Bill widmer, today’s must reads.

• How to Create Custom Chat Bots Zack Gilyana Chat Bots
• Marketing 101: Actionable Marketing Advice for Small Business Bill Widmer How To Generate Traffic
• 25 Customer Service Scenarios (And How to Handle Them) Bill Widmer Customer Service
• Guest Blogging: 7 Steps to Generate 8000 Visitors With One Post Bill Widmer How To Generate Traffic

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The Ultimate Guide to Training for Customer Service & Support

Turn your customer service team into a competitive advantage and engine for growth with these training ideas and tools.

FREE DOWNLOAD: CUSTOMER SERVICE TRAINING MANUAL TEMPLATE

Train and onboard your new customer support hires with this customizable template.

Updated: 04/17/24

Published: 05/18/23

Customer service training is essential if you want to retain customers for the long term, reduce employee churn, and create a successful customer-centric company. But how do you begin training your reps to provide remarkable support?

We've compiled this guide to answer that question. After all, 90% of Americans say customer service plays a significant role in choosing a company.

Exceptional customer service is an absolute must if you want your company to succeed and thrive in years to come.

In this post, you'll learn how customer service training benefits your business, when different types of training come in handy, and what materials you'll need to execute a training program.

By the end, you'll walk away with a comprehensive understanding of customer service training.

What is Customer Service Training?

Why is Customer Service Training Important?

Types of Customer Service Training

Customer Service Basics and Soft Skills

Free Customer Service Training Materials

What is customer service training.

Customer service training is the coaching that employees receive to improve support and satisfaction among customers. A strong customer service training program includes exercises for improving interpersonal communication, product knowledge, conflict resolution, crisis management, and more.

There are lots of types of customer service training . However, this training is typically an iterative process that involves teaching skills, competencies, and tools needed to better serve customers.

Any employee interacting and dealing with customers is a good fit for customer service training, regardless of their seniority or experience level.

Because your customers are your best growth opportunity, every employee should work hard to keep them happy — as marketers, executive assistants, management, or customer service representatives.

Nowadays, customer-facing teams are labeled many different things: customer support, customer success , or customer service . For this article, we'll refer to customer service when discussing service and support training.

Free Customer Support Training Template

Train and onboard your new customer support hires with this downloadable template.

Training Timeline

People to meet, 100 day goals, you're all set.

Click this link to access this resource at any time.

Fill out this form to access your template.

Who should be part of your customer service training.

Everyone in a customer-role should be a part of your customer service training. While not everyone in such a position is in the customer service department, they should all have familiarity with your core customer service philosophy and participate in training programs that reinforce those principles.

Why is customer service training important?

What experiences stood out to you more as a shopper: marketing tactics or customer service? Most likely, the latter.

Customer service is a company's opportunity to connect with customers, solve problems, and show they care.

And when customer service is executed well, it can resonate with customers for years. Afterall, people are more likely to return after a positive customer service experience.

That's why training your customer support team is just as important (if not more) as training your marketing or sales teams. Service experiences are what stick with your customers and inspire reviews and word-of-mouth advertising.

Here are a few of the reasons you should invest in a customer service training program.

1. Happy customers become brand advocates.

It's not uncommon for businesses to view their customer service teams as an afterthought. Once a consumer becomes a customer and pays for your product or service, the hard work is done, right? Wrong…

Happy, delighted customers come from excellent service and are your best advocates — even better than your most talented marketers.

Here's why it matters: 94% of people recommend a company with "very good" service, and buyers are 92% more likely to buy after reading reviews.

With this in mind, you can see how your current and past customers are your top bet for bringing in new business.

Customer service can be one of your strongest marketing strategies. Meeting and exceeding customer expectations isn't optional. It should be a top priority.

2. Remarkable customer service is a competitive advantage.

One of the easiest ways to stand out among your competition may surprise you. It's delivering excellent customer service that makes it easy to choose your company over others in your market.

If you normally have great service, 75% of people are more likely to forgive you for a bad experience. And conversely, if they think your service is poor, only 15% of people are likely to stick around.

That's why providing top-notch customer service — and training your reps to provide that service — is essential for gaining an edge over your competition.

Ultimately, a great customer service training program can help you create a strong reputation so your company becomes the obvious choice when people are looking for options in your niche.

3. Great customer service increases retention.

Customer service is a key player in the game of customer retention .

Think about it. If a customer has a pressing question about your product, what would make them happy and willing to stick around? A generic email response or a personalized, well-researched answer from a service representative dedicated to their success?

The latter will win more brownie points.

More importantly, three-quarters of consumers expect personalized experiences.

So when your customer service training program ensures that your frontline team members understand why it's important to personalize every engagement, your company wins big.

Better yet, this customer might 1) be satisfied with their interaction with your company and customer service team and 2) go on to recommend your business, products, and services to their friends and colleagues.

That's why customer service training is so important. You're training your employees to deal with some of the most influential people in your life: your customers. (Sorry, family.)

4. Service reps can feel more empowered to handle difficult situations.

35%  of customers have experienced feelings of anger or frustration during their interactions with customer service representatives. Through training, reps learn how to manage customer expectations, de-escalate conflicts, and turn negative experiences into positive outcomes.

Not everyone has had experience dealing with conflict, or if they have, they know that not every conflict can be solved with the same solution. Proper service training demonstrates specifc scenarios and context that they can benefit from knowing before they have to think on their feet.

This not only improves customer relationships but also equips reps with the tools to navigate challenging interactions and reduce stress among employees.

5. Service training demonstrates commitment to professional development of reps .

33% of U.S. hiring managers anticipate employee turnover at their company to increase in the next year, costing an average of  $36,295  (e.g., cost to rehire, lost productivity) annually. Creating a culture and system that prevents turnover and encourages retention could make all of the difference.

When reps receive ongoing service training and support, they are more likely to feel valued and motivated in their roles, leading to higher job satisfaction and loyalty to the company. This focus on employee development and retention ultimately contributes to a more stable and productive customer service team.

Fostering a supportive and engaging work environment looks like a company that encourages personal growth.

Hiring vs. Training Customer Service Candidates

At this point, you might be asking, Why can't I just hire the right people from the get-go and leave it at that?

Well, you should always hire the best fit for each role, customer service included. But hiring skilled people and thinking the job is done is doing a disservice to both your team and your customers.

Regardless of how talented your new employees are, teaching customer service skills is essential if you want your reps to effectively represent your company.

It's also critical to help them understand your methodology so they know why you take a specific approach and can confidently serve your customers with that reasoning as their North Star.

And even the most experienced team members can use a refresher from time to time. In addition to people's expectations and the world itself changing rapidly, it's good to revisit skills and techniques with fresh eyes.

Take HubSpot's content team, for example. We were hired because we know how to write, but when we started, we weren't simply handed a laptop and told, "Now, go type a bunch of stuff." Instead, we received training on HubSpot's style guide, how to represent the company and brand online, and how to ensure every piece of content meets all of the quality standards.

The same goes for your customer support and service folks. Of course, you're going to hire highly-skilled people.

However, that doesn't negate the importance of onboarding new hires and training them to be part of a team with a bigger goal — serving and delighting your customers.

Hiring for Customer Service

While training for customer service is the main topic here, let's take a slight detour and discuss hiring for customer service, too.

The right hires help you build a strong foundation for your customer service team. And your hiring process is how you can ultimately ensure that your team is receptive to your training.

While some skills and strengths can be taught or fine-tuned through the different types of customer service training, there are some attributes your team members must have upon hiring.

No software, training exercises, or tools can compensate for gaps in these areas.

Skills To Look for When Hiring for Customer Service

Here are some skills to look for — even if just a hint — while interviewing and screening customer service candidates .

1. Emotional Intelligence

Your customer service team deals with a variety of customer problems, some that you can forecast, and some that no one can predict.

The true heart of customer service beats with the ability to patiently listen, decipher someone else's problem, and empathize with them .

Unfortunately, this skill doesn't come naturally to everyone, nor is it something everyone can master in training.

Emotional intelligence is all about how you relate to other people. And, since this is central to excellent customer service, you want to ensure your hires have this skill before bringing them onto your team.

One way you can gauge emotional intelligence is by asking: "Can you tell me about a time you tried to do something and failed?"

2. Good Communication

If your candidates can't answer an interview question, how would they communicate with your customers (who most likely have much higher expectations than you)?

Customer service training can teach new and improved communication techniques. However, new hires should be able to showcase the ability to simplify complex topics and teach others new skills.

To gauge good communication skills, ask questions like: "How would you explain a complicated technical problem to a colleague with less technical understanding?"

3. Resourcefulness

Resourcefulness is the difference between responding to a problem with "I don't know" and "I will find out." Problem-solving skills, initiative, and creativity are just a few competencies that align with resourcefulness.

While these skills can be cultivated through customer service training, your candidates should display some resourcefulness — or at least a willingness to try to figure things out on their own.

To gauge resourcefulness, ask questions like: "Describe a time when you faced a significant obstacle to succeeding with an important work project or activity. What did you do to solve it?"

While passion isn't quite a skill, it's fundamental to going above and beyond in the customer service field.

Delighting your customers and turning them into superfans of your company means that your support team should have a sense of excitement and passion for the success of both the company and the customer.

Your candidates might not have a strong passion for your company just yet. Truthfully, it may never be their top passion in life.

However, they should be passionate about working with people — specifically, your customers — and helping others solve their problems.

To gauge passion, ask: "When have you been most satisfied in your work at your previous company?"

If hiring the right candidates is like planting seeds in the right soil, training your customer service team is like cultivating and growing your garden to its maximum potential.

To continue the analogy, satisfied customers are the bountiful harvest at the end of the season.

With that in mind, let's dive into training for customer support and service.

Customer service training ensures that your team can adapt to all kinds of different situations.

After all, when your team understands the key principles that guide your customer service philosophy, they're better able to apply that knowledge to every customer encounter.

While the concept of customer service training is to train your team to serve and delight, specific training methods and practices vary based on your company, your employees, and a variety of other factors.

Let's break down a few instances where you might conduct customer service training and what you can expect as a hiring manager or owner.

1. New Hire Customer Service Training

As with any new role, the first month or two of training can dictate an employee's long-term success with your company. Customer service training for new hires isn't any different and should be an essential part of onboarding.

This specific type of training will help new employees acclimate to a new job, company, and culture and ensure they're ready to communicate with your valuable customers.

The steps of new hire customer service training involve:

Acquainting the Team

Your customer service team should be, well, a team. They need to work together to serve customers and handle problems. This means you must establish and maintain agility by introducing and involving new hires from the get-go.

Some examples of doing this include:

• Scheduling a team lunch on your new hire's first day.
• Ask experienced team members to provide an office tour.
• Make the first day or two all about team building.

The bottom line is that when your team has time to connect, they can form a bond that makes it easier to work together. And it helps new employees acclimate and feel more comfortable in their roles.

Establishing Expectations

New hires should know what's expected of them during training and in their first month of work.

Setting clear expectations upfront minimizes confusion and allows new employees to understand their responsibilities. It doesn't serve anyone to be loosey-goosey on expectations.

Some examples of this include creating:

• A new-hire training guide including activities to expect during training and what responsibilities they'll have during their first few months.
• At-a-glance checklists and scripts for core activities they might encounter or perform daily.
• A weekly schedule of meetings.
• A manual that outlines how to perform key aspects of their job step-by-step and a list of internal resources for more information — whether colleagues, reading materials, or even file locations.

Equipping your new customer service hires to do their jobs sets them up for success. Think of this as giving them a set of training wheels they can return to at any time.

Rome wasn't built in a day. If you don't have all of this yet, you don't have to create it immediately. Instead, you may start with one or two of these things and build as you go.

Setting Up Tools

Could we even do our jobs without various tools, software, and digital subscriptions?

Probably not, and neither can your new employees. Before training, set up your employees with the apps, tools, and memberships they need to communicate and collaborate with the team .

Looking for an example of how to do this?

Consider creating a checklist of all the apps and logins they need, so you can be sure to set them up for success. As you check off each item, add the username for each to the list so they have a quick reference guide for tools.

Introducing the Company and Product (or Service)

To best serve your customers, your customer service team needs to know your company and product or service offering better than anyone.

• Providing your hires with a one-page overview of the company, including the brand story, core values, guiding philosophies, and a list of key leadership and colleagues.
• Creating a "say this, not that" brand voice guide to make sure new hires build a consistent customer experience.
• Setting aside time for dedicated product training so that your new hires can learn your product(s) so well they could teach others.
• If bringing on multiple new hires, having them take turns "teaching" each other.

2. Regular Customer Service Training

Whether your customer service team has been around for six months or six years, they should still undergo regular training. Consider revisiting this every quarter, half-year, or year, depending on what works best for your company.

What this training looks like depends on your company. However, here are a few regular customer service training examples.

Skills or Competence Check-In

Just as you'd conduct a routine performance review, a quarterly or half-year training is good practice for your customer service team.

Skill-based training is ever-evolving based on trends in the outside world, customer expectations, and new developments in your offerings.

What's more, certain skills can erode if not maintained over time. Conducting routine training keeps everyone on the team aligned, fresh, and doing their best work.

Best Practices Workshops

Some teams find that a monthly customer service workshop is a great way to keep a finger on the pulse of what's happening while ensuring your team stays fresh.

Going into these meetings with an agenda is a great way to ensure they are productive and stay on track. Sending a request for topics a few days before is also a good idea.

Your agenda might include:

• Identifying trends in problems as well as customer feedback.
• Discussing how to handle these problems successfully.
• Role-playing solutions to these problems.
• Asking for additional input.

Ultimately, this gives you regular check-ins with your team and ensures they know how to handle relevant common themes.

Team-Building Exercises

While working in customer service can be rewarding, it can also be tough. Those difficult days can take a toll on employees and their team relationships.

Routine team-building activities and training can help maintain strong relationships.

This gives your employees a chance to have fun, while simultaneously resolving challenging distractions so your employees can focus on their jobs.

Some examples of team-building exercises can include:

• A compliment circle, where every customer service employee compliments another on something, whether how they handle specific situations or a general approach.
• A brainstorming session where everyone brings a few ideas for improving things. These can range from adding a new Slack channel to streamlining customer service.
• A scavenger hunt. Whether online, in person, or hybrid, these are great ways to build relationships with small groups.
• Lunch-and-learns about new topics, whether personal or professional development.
• Cooking classes, whether virtual or in person.

3. Emergency or Time-Sensitive Customer Service Training

Sometimes, customer service training can't be planned. Perhaps there's a product recall, a major rebranding, or a national advertising campaign.

This type of customer service training can also result from news breaking in your industry that may have your audience taking notice, even if it doesn't directly involve your company .

Because 90% of customers rate an "immediate" response as important, you must prepare your front-line employees (your customer service team) to take calls, answer questions, and resolve conflicts.

Emergency customer service training is all about equipping your team with everything they need to know to do their job and help your audience.

Here are examples of how you can deliver urgent customer service training.

In Times of Crisis

During a recall, crisis, or company emergency, your customer service team should be updated on all events and trained on how to respond.

Because your audience will be concerned, full transparency is strongly encouraged. Your team needs to be aware of the problem and your solution, or how you are approaching the solution .

Share how you'll send out updates. These trainings should be a top priority on everyone's calendar. You can better ensure complete organizational alignment when you can train your team.

To give you a real-world example, when news breaks of an online data breach, even if it's not your company, your customers may worry about the security of their data and may reach out in a panic.

If your team can speak to the problem, how you're being proactive, and where customers can go for updates or more information, you can ensure more positive experiences with your company.

Product or Company Updates

This type of customer service training is less of an emergency but is just as time-sensitive.

Whether you release a product update, run a major marketing campaign, or alter your website, your customer service team should complete training on these updates and be equipped to handle any customer questions or concerns.

For example, our customer service teams receive new training materials in the months leading up to HubSpot's annual INBOUND event.

These resources give employees the most up-to-date information on any new products that'll be announced at INBOUND — which can be upwards of four or five major product releases!

Your customer service teams should be looped in on company updates or changes so customers aren't blindsided when they have questions.

4. Customer Service Phone Training

Today, 48% of customers want to communicate with companies via phone call for customer service. Based on this, training reps knowing how to provide a delightful experience via phone call is critical to your success.

Here's what you should focus on in terms of phone training:

• Maintaining a positive tone and attitude throughout the call.
• Remaining calm and professional, even on difficult calls.
• Speaking slowly and clearly.
• Asking customers clear and direct questions that help reps come to an effective solution efficiently.
• Presenting solutions in a way that will make sense for each individual customer.
• Using verbiage that's representative of your brand.
• Being an active listener.
• Always showing empathy and authenticity.
• Staying in control of the conversation and leading the customer towards an effective resolution.
• Making sure customers don't have any other questions or concerns before hanging up.
• Thanking the customer at the end of the call.

An example of customer service phone training includes setting up a series of role-play scenarios where one person is a customer with a problem, and the other is a customer service rep deciphering the problem, empathizing, and offering resolution.

In addition to role-play, scripts are helpful when it comes to solving specific problems.

Alternatively, because word-for-word scripts can sound impersonal, you might also consider offering bullet points your team members can use in their responses.

5. Live Chat Customer Service Training

Live chat is one of the up-and-coming customer service channels because it delivers the immediacy customers require. More than half of millennials prefer live chat, as it allows you to offer a personal touch with speed and convenience.

As the largest generation in U.S. history, millennials represent a huge percentage of your buyers, so live chat customer service training is necessary in today's world.

Fortunately, live chat training can resemble phone call training with scripts and bullet points your team members can use.

Being a customer service representative is challenging.

There are some basic ways to teach customer service to your reps to ensure they have the skills they need. Remember, their goal and yours should be the same — effectively serving and delighting customers.

You can separate these skills into different categories — which we'll review momentarily — so you can easily focus on teaching and building them with your reps.

Let's take a look.

Customer Service Basics

• Interpersonal Skills: Customer service reps should be positive and empathetic when communicating with customers.
• Clear Communication: Customer service reps should be able to succinctly explain complex concepts to customers.
• Assertiveness and Directness: Customer service reps should be confident when interacting with customers.
• Product Feature and Application Knowledge: Customer service reps should know the product inside and out.
• Crisis Management Skills: Customer service reps should know how to effectively handle negative situations.
• Team-Building and Camaraderie Skills: Customer service teams should have a strong sense of community to increase employee retention.
• Customer Advocacy and Success Skills: Customer service reps should be able to champion their customers.
• Conflict Resolution Skills: Customer service reps should know how to de-escalate negative situations with customers.

Ensuring your reps learn the following customer service basics and soft skills will make all the difference in your company's growth.

Your employees face customers every day. Customers will judge your business based on interactions with your people and your reps' behavior.

Only with thorough training in critical areas can your customer service representatives confidently deal with customer issues and turn angry customers into satisfied ones.

Let's dive into each of the customer service basics and soft skills your reps need to succeed in their roles.

1. Interpersonal Skills

For effective customer service, reps should look inward and focus on interpersonal skills critical to fostering positive and trustworthy customer relationships.

Positivity isn't just about smiling. It's also about keeping your language upbeat and promising so customers remain positive.

The last thing you want to do is introduce a new negative idea that leaves your customers more concerned than when they first called.

Whether your team serves customers via social media, email, chat, or the phone, train them to replace negative words with positive ones.

For example, instead of saying, "I'm afraid that…", teach your customer service team to start sentences with, "I'd love to help…". This keeps the response in a positive light while remaining honest with customers.

Positivity Training Exercise

• Jot down five to 10 negative customer service responses and ask your team to rewrite them as positive statements. They can work alone or in small groups or pairs.
• Divide your team into pairs and give each pair two problems to role play, so each person can play the role of customer and rep. Have the customer for each problem pay attention to negative words and phrases and then let the other person know what they heard.
• Bring a transcript of an actual conversation to a meeting, and anonymize the customer and the rep. Then walk through the conversation as a group and identify opportunities to make the entire exchange more positive.

Empathy is critical for serving customers. When your team members genuinely want customers to be happy and successful, they can be your biggest assets.

One of the ways to help people develop empathy is to help them walk in a customer's shoes so they become just as invested in finding a solution to a problem.

In addition to helping your customer service team reach that resolution much quicker, you can make a customer for life.

But empathy doesn't come easily to everyone, especially more technical, logical people. While they care, they're often not as well-equipped to express those feelings.

To develop empathy in your customer service team, encourage them to spend time with people who are different from them.

Whether with someone at a community event, an Uber driver, someone in line at a grocery store, or a stranger at a conference, having conversations outside their comfort zones can help diversify their thinking.

Empathy Training Exercise

Tell your team to think about a time they were a customer and might've had a frustrating transaction or unsatisfactory experience. Have them share their stories and recall how they felt and were treated.

2. Clear Communication

Although this is technically an interpersonal skill, it's vital for effective customer service and support that it deserves a separate section.

Clarity in communication can improve customer service interactions tenfold. It's the difference between sending 10 emails or one when explaining a product.

While easy to decipher during interviews and onboarding, speaking with clarity remains a skill that customer service representatives should hone throughout their careers, especially as new products or updates are introduced.

Reddit's Explain Like I'm Five is a great example of clarity in action. On this thread, people take pretty complex topics, from biology to engineering to technology, and explain concepts as if they were teaching a child.

Now, "dumbing" answers down to this extent isn't necessary for your very adult audience, but it's a good example of explaining something clearly and concisely.

And keep in mind, there's a difference between breaking things down and being condescending, so if you share this example with your team, ensure they know where the line is.

Clear Communication Training Exercise

Have your team present product demonstrations as if you were a brand-new customer. Challenge them to explain the product (or a portion of your product) in five minutes or less.

3. Assertiveness and Directness

Customer service reps need to be both assertive and direct.

Doing so helps reps establish authority as someone who can solve customer problems, while simultaneously maintaining clear communication and boundaries.

The ability to face problems head-on without dancing around uncomfortable topics also gives them the tools to help customers find and share the best solutions for their challenges more efficiently.

Think about it this way — customers want quick and effective solutions to their challenges. They don't want to wait around for some wishy-washy answer that may or may not work.

By being assertive and direct, reps make customers feel confident that the information they're receiving is accurate.

Assertiveness and Directness Training Exercise

Encourage reps to try role-play exercises with each other where one person pretends to be an unhappy and vocal customer with many questions.

The other person should practice regaining control of the conversation and respectfully but directly navigating the discussion to the solution the rep can offer.

4. Product Feature and Application Skills

Companies are always growing and evolving — from product updates to new branding. And this is exactly how it should be because the world is also continually changing.

Customers have new expectations, competitors have new offers, and new technologies mean that companies that don't evolve and adapt won't thrive in the future.

With that in mind, you cannot afford for your customer service team to stagnate in their skills or training. Customer service training in your company should be ongoing across the board, but especially for the people on the front lines.

Considering you're essentially teaching them to teach, they should know your product inside and out.

Product Feature and Application Training Exercises

Here are a few examples of customer service training on your product and company:

Assign a mentor.

Organize a mentorship program for every employee, especially your new hires.

The mentor should be someone in another department to expose the employee to different business segments and allow them to stay up-to-date on company-wide happenings.

Additionally, when this mentor isn't in the direct chain of command, they can remain neutral when giving feedback.

Coordinate job shadowing.

This exercise is highly encouraged for new hires but can also benefit customer service veterans.

Shadowing introduces your team to new approaches, responses, and applications of customer service and your product that they'd otherwise not be exposed to.

Hold demonstration sessions.

This is similar to the training idea mentioned above, but it involves having your team present to their teammates. This will challenge them on their communication and understanding of the product.

Encourage attendees to provide constructive feedback to help one another grow. And consider recording these sessions for the person giving the training so they can hear how they present themselves.

Create a knowledge base.

Teaching others is the best way to learn, and it's especially true for customer service. Have your team create a knowledge base of your product or service offering in the form of a guide or directory.

This will challenge your team on their knowledge and clarity and ultimately help customers by creating a lasting company resource.

And, if you make someone responsible for updating it each quarter, you'll have a fantastic record to cross-train new departments.

Learn how to set up your knowledge base of articles in HubSpot's Service Hub.

5. Crisis Management Skills

Research shows that 70% of unhappy customers whose problems are resolved are willing to shop with a business again.

Just because a customer comes to you unhappy, angry, or rude doesn't mean they have to walk away with the same sentiment.

Appropriately managing each customer's crisis and actively working to change their attitude is how you serve and retain customers in the long run.

Discover how to manage, plan for, and communicate during crises with these management plan templates.

Crisis Management Training Exercises

Even those with thick skin can get worn down and discouraged after dealing with many angry customers. So, here are a couple of training exercises to teach your customer service team how to deal with — and delight — difficult customers.

Conduct role-play activities.

This training exercise is highly recommended for all customer service representatives and can be especially helpful for pacifying angry customers.

Conducting mock calls that resemble a real customer service issue (and involve a seemingly angry caller) can help acclimate your team to the realities of upset customers.

Have your team work together. By encouraging veterans on your team to use real situations they've dealt with in the past, you can ensure that your new hires get relevant training.

Teach the LAST method.

Despite intensive training on skills like empathy and patience, some difficult customers will simply be impossible to relate to.

That's where methods like reflective listening and LAST come into play.

LAST stands for L isten, A cknowledge, S olve, and T hank.

Teach your team to pause, listen to, and acknowledge upset customers. These steps can make the difference between solving an angry customer's problem and turning an angry customer into a satisfied one.

6. Team-Building and Camaraderie Skills

Camaraderie and community among professional teams in any industry can help with overall performance, but it's especially important in customer service.

I included this section in my list of customer service training ideas because that's essentially what it is — training your team to take care of themselves so they can take care of your customers.

Team-Building and Camaraderie Training Exercises

Here are a few ways to train your team to cultivate community and take care of themselves:

Encourage meditation.

Dealing with customers all day, every day, can be incredibly draining and stressful. Meditation can be a helpful tool to regain mental balance and relaxation amid customer service chaos.

Dedicate time to learning meditation and relaxation methods, so your team feels comfortable taking a break. Apps like Headspace and Calm can help your team, especially if they meditate together.

Inspire healthy competition.

Customer service training isn't just about teaching your team how to do their job; it's also about encouraging them to reach their full potential.

Inspiring healthy competition through a leaderboard or monthly awards will challenge your customer service team to go above and beyond, helping more customers, creating camaraderie, and contributing to their overall success and future career.

Fun fact: HubSpot's own customer support teams use a leaderboard and have found it motivates and inspires performance.

Take team outings (in-person or digitally).

Traditional product and skill training can bring your team together at work, but out-of-office activities can also inspire community and friendship that further encourage camaraderie in the office.

Treat your team to an event or activity unrelated to work, such as a museum trip or a remote team-building game. These activities are fun, casual, and lead to lasting connections that can mitigate otherwise tough days at work.

In other words, they can lead to strong employee satisfaction and reduce turnover.

Since it takes people up to two years to get fully up to speed, making sure your customer service team is satisfied is a good business practice.

7. Customer Advocacy and Success Skills

To create an atmosphere of customer advocacy and success, your training has to go above and beyond teaching soft and technical skills.

You can win big when you can turn happy customers into customers who actively promote your company.

However, it's not just about delivering a quality product or service. These customers don't simply exist once they purchase from you.

Instead, they're created when your customer service team treats them well and fights to solve their problems.

Customer Advocacy and Success Training Exercises

Here are examples of customer service training to build a world-class customer-focused culture:

Teach new language.

I referenced positive language in a previous section, but this is a little different.

The key to customer advocacy is aligning your goals and needs with the customer and essentially "joining their team" as you work towards a solution. This can be done with a simple switch in verbiage.

Consider creating a "say this, not that" document your team can refer to in conversations. Doing so helps them enhance how customers perceive your company and improve their experience.

For example, how does "I'm not sure we can do that for you" sound compared to "let's see what we can do to solve that"?

How about: "Let's get you set up with the right person to help" versus "I can't help with that"?

Changing responses to align with a customers' frustrations and needs tells a customer, "We're on your side, too."

Encourage exceeding expectations.

Let's say your team must solve a minimum of 10 tickets per day. You could train your employees to get that done and leave them alone. I mean, they are doing their work, right?

Sure, but this hardly creates an environment of going above and beyond for the customer (not to mention each employee's potential). Instead of settling with "good enough," challenge your team to do the best they can do every day.

This motivation will change how much work is done and influence how they work with and satisfy customers.

Not sure how to do this? An example could be creating a leaderboard or gamifying your team output, which we mentioned earlier.

Collect (and use) feedback.

Feedback is the lifeblood of any team or company that wants to improve. Invest in infrastructure that collects customer feedback through surveys, social media, or direct messages.

It's not enough to get customer feedback. You must also use that feedback to measure the team's success and identify improvement opportunities.

It helps individuals improve their skills and shows your customers that you care about what they have to say.

Of note: If you act on a specific piece of feedback, send a note to the customer thanking them for the input and letting them know how you've acted on it so they feel heard and appreciated.

For example, if a customer mentions that they wish you included a resources section on your website for quick self-service, and you decide to create one, let them know.

8. Conflict Resolution Skills

Conflict resolution skills are necessary for any service and support calls reps have with customers. After all, customers reaching out to your service and support reps are doing so because they're trying to find a solution to a challenge or roadblock.

Not to mention, reps are bound to encounter angry, frustrated customers from time to time, too — this requires an even deeper level of conflict resolution on the part of reps.

Conflict Resolution Training Exercises

You can teach reps to resolve different types of conflict in a wide variety of ways. Here are some examples of tips you can encourage your customer service team to use:

• Draw on past experiences to set expectations.
• Communicate clearly.
• Show empathy.
• Use active listening.
• Acknowledge the people's specific needs.
• Don't point fingers or place the blame on anyone.
• Use "I" statements.
• Say you're sorry.
• Stay calm and professional.
• Help people how they want to be helped.
• Don't interrupt.
• Remember the importance of maintaining the relationship.

A lot goes into customer service training, and it can be a daunting process to manage alone. Thankfully, there are plenty of customer service training materials available online. We've gathered some of our favorites below.

Learn everything you need to know to get started with the HubSpot Service Hub.

1. Customer Service Training Manual [ Download for Free ]

Aligning your team with universal training documentation is an assured way to inform new hires of their roles, goals, and expectations.

You can use this free customer support training manual template to build a customizable business manual.

New Hire Guide

This part of the template allows you to welcome your new customer service reps and give them an overview of the team. It also lets you warmly greet them and get them excited about their new role.

Customer service reps are one of the roles with the highest turnover , so you want to get them started on the right foot.

This short, flexible section allows you to give ballpark dates for when certain parts of the training will start and end.

Later in the manual, you can provide a more detailed 100-day plan with specific milestones, but this section will help you set the stage and establish expectations.

Tech and Software Setup

Your reps will need to leverage many tools to get their job done efficiently, but you don't want them to feel overwhelmed. Feelings of overwhelm can quickly lead to burnout.

Use this section to outline where they can get a monitor and headset, which customer service software and CRM they'll use, and how to access and set up each tool.

Remember that camaraderie we were talking about earlier? You should strive to foster that starting from the training period.

Giving your reps a list of people to schedule "coffee chats" with can help them get acquainted with the team more quickly. This is especially important if your customer service team is remote.

A strong 100-day or 30-60-90-day plan can get your rep started on the right foot and give them guidelines for how they should perform by a certain date. No rep wants to be hired and feel like they have to perform perfectly on the first day.

Reassure your reps that they'll be "ramped up" to full performance standards by outlining what will be expected of them as time goes on.

Feedback and Reviews

Providing feedback as you train your customer service rep is essential for ensuring their success. This section lets you set dates for checking in with your new rep to let them know how they're doing.

These meetings don't have to be formal, but you should know how to conduct a performance appraisal before starting one.

Interacting with Customers

In this section of the manual template, you can provide concrete guidelines for handling customer inquiries and complaints.

Here, you can provide a few guidelines for fostering a positive customer service tone during the call. You might also link to your customer service scripts and/or role-play scenarios.

Escalation Framework

A top-performing customer service rep knows when to escalate a problem to someone who can deal with it more effectively. This part of the manual gives your new reps guidance on when to do just that.

Consider including a chart and scenarios when escalation is necessary to keep the customer (and your rep) happy. Remember, if your service rep feels forced to deal with a situation that is out of their hands, everyone suffers.

Product FAQ

While you should hold a dedicated product training during your new hire onboarding process , you should still include an easy-to-reference section with FAQs about your product.

This part will address any product questions that may come up as the rep gets acquainted with the product they'll provide support for. It should also provide quick answers to frequent support questions.

Resources for Success

Leave the customer service rep with a list of tools that will help them more effectively ramp up and get acquainted with the ins and outs of their role.

You can include logistical information here — such as a link to your documents about PTO — and also inspirational materials, such as a video from the CEO.

2. Customer Service Training Courses

Online customer service training courses teaching vital skills can be a great addition to your training program.

As self-led seminars, employees take ownership of their training and are exposed to skills and competencies outside the organization.

Below is a short list of some free customer service training courses for your team.

1. Delivering Exceptional Customer Support by HubSpot

This short course from HubSpot will acquaint your reps with key competencies and tactics for delivering support your customers will praise you for.

It's a quick course — less than an hour long — making it an ideal and convenient addition to your training schedule. You could even get your entire customer service team in one room and play it for them at once.

The course is split into three sections:

• Understanding customer support competencies. Your reps will learn the basic skills they need to deliver excellent support and how to improve those skills continuously.
• Support case framework. Your reps will learn how to structure their approach to each case to resolve customer issues more effectively.
• Managing your time as a customer support rep. Time management is the lifeblood of a strong workflow. In this short lesson, reps will learn how to increase their productivity.

2. Customer Service Training by Alison

Alison is a digital education hub that offers free courses and paid certifications on various skills. Its customer service training course is geared towards beginners in the field, so it's a perfect place to start.

This course will give your employees an understanding of essential customer service factors and help them understand how to deliver a customer-friendly approach that's best for your business needs.

They'll also learn the benefits of providing excellent service and cover a few do's and don'ts when dealing with customers.

3. Culture of Services: New Perspective on Customer Relations by edX

Like Alison, edX is another digital learning platform offering free courses.

They partner with universities worldwide, such as Berkeley, Harvard, and the University of Kyoto — the school to which the Culture of Services: New Perspective on Customer Relations course is presented.

This course focuses on customer service's social and cultural aspects and takes 9 to 11 weeks to complete. Throughout the course, your employees will be exposed to various services — such as sushi bars, restaurants, hotels, and apparel.

They'll study customer service's "nuanced and paradoxical nature" and learn how to approach it from a cultural and social perspective.

4.  Customer Service Training  by GoSkills

GoSkills, an innovative online learning platform, is dedicated to helping organizations and individuals worldwide acquire essential business skills.

Their customer service training, led by the dynamic David Brownlee, goes beyond generic courses. It offers engaging lessons such as "Psychology of Your Company," "Verbal and Nonverbal Cues," and "Anticipate Customer Needs," among others. These lessons are designed to be concise, with durations of 3-6 minutes, allowing learners to complete the video content within an hour and a half. Additionally, each lesson is accompanied by supplementary exercises to reinforce learning.

Your team can access this invaluable course through a free trial or via your organization's GoSkills Courses or GoSkills Platinum plan. It's also important to note that all GoSkills courses are CPD-accredited, ensuring the highest standard of professional development.

5. Innovative Customer Service Techniques by LinkedIn Learning

LinkedIn Learning is an award-winning online education platform run by the most popular professional social media platform. It primarily teaches digital and business-related skills.

The Innovative Customer Service Techniques course is created and presented by customer service expert Jeff Toister and consists of a short 45-minute video.

Your employees can access the course through a seven-day free trial or join LinkedIn Learning's paid membership.

6. Bonus: Business Courses by Treehouse

Treehouse is another online course library, but the program requires a paid membership.

HubSpot uses Treehouse for our own customer support and service training. Treehouse offers courses on soft skills and others that may contribute to overall customer service education.

3. Customer Service Training Games

Using games and activities can make customer service training much more fun.

Whether they require materials like a whiteboard or simply involve your team, games are a way to teach valuable skills while encouraging teamwork and collaboration between your employees.

Check out these free, quick-and-easy games to play during customer support and service training:

• Fun and Powerful Training Games for Customer Service Teams by UserLike
• Free Customer Service Training Games by BusinessTrainingWorks

4. Customer Service Training Videos

Sometimes it's valuable to incorporate outside insight or perspective during customer service training.

Best of all, it's not something you have to do on your own. Videos from thought leaders and industry experts are powerful additions to your customer service training programs.

Here's an example of a well-made, valuable customer service training video. Also, check out this post for more videos .

Customer Service Training Video Example

In this 12-minute video, business coach and consultant David Brownlee explains the essentials of customer service in friendly, easy-to-understand language. With over 4,000 likes, the value of this video speaks for itself.

Brownlee is an expert in the customer service field and advocates for creating relationships of trust and loyalty with customers, promoting customer care versus simple service.

Grow Better With Customer Service & Support Training

Consumers view customer service as the test of how much a company truly values them.

Roughly three out of every four customers view their interactions with customer service as more important than marketing or sales — and it's why customer service is such an important engine for growth.

With your customer service team on the front lines of customer service and retention, they need to be properly trained and equipped to handle any challenge that comes their way.

Execute these customer service and support training ideas, and your customers and employees will be more satisfied overall.

Editor's note: This post was originally published in July 2018 and has been updated for comprehensiveness.

Don't forget to share this post!

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Customer Service Culture: 7 Effective Ways to Build It [+ Examples]

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Service Hub provides everything you need to delight and retain customers while supporting the success of your whole front office

• Customer service

15 Examples of Tricky Customer Service Scenarios + Ready-Made Answers

People can be jerks. But still… upset, disgruntled, angry ー even the most difficult client can be negotiated. It’s a lesson Kevin took this week, the hardest of his career in customer support. During these days, he handled 15 tricky customer service scenarios, most of which looked like lion-taming. Never once Kevin fell for the provocations, dodged all the client biting and scratching attempts without a shadow of fear. 

How did he turn the lion’s roar into the kitten’s purr? Neither years of negotiator experience nor secret FBI methods of mind control nor superpowers are needed. 

It’s just excellent training to answer all the same customer service scenario questions repeatedly. Since most are repetitive and fall into a finite number of categories, we’ve collected them into this guidance! 

Here you’ll find examples of the most difficult cases for role-plays and free scripts for dealing with angry customers to provide excellent customer service.

Let’s dive into customer service scenarios and answers 👇

What Are Customer Service Scenarios?

You’ve probably had that déjà vu feeling when it seems you’ve been somewhere or done something before. Working with customers, you feel it daily. Most of the issues are typical situations. But putting them together, you’ll have a set of repeatable problems and a set of relevant replies accordingly.

Customer service scenario is  a schematic script of pre-made actions and answers to solve an irate customer’s situation that you’re likely to encounter as a support manager.

Let’s say you’re starting your first shift. There’s one more customer ticket. But instead of ordinary sentences describing an issue, you see a crazy rant from an angry customer. 

The longer it takes you to answer, the higher chances you can kiss that customer goodbye. 

That’s when you’ll be thankful to have a list of ready-made reply options . It can be a flowchart describing possible questions and answers to them

…or step-by-step role-play script on how to solve the problem. I say ‘a problem’ because dealing with difficult customers can drive you crazy. That’s why all the relevant content you may google concentrates on challenging situations first. Just like the ones Kevin had this week.

In case you don’t have time to read our customer service role play scenarios👇

Thanks! Now check your inbox

How can role-playing help to improve your customers’ experience?

The problem-solving skill that emerged through hands-on experience is a good advantage. The primary task here is not to lose your mind while learning. There is a kind of experience that is better to have in theory. Your nervous system will be thankful if you develop it through training exercises like customer service scenarios scripts.  Consider role-playing scenarios if you don’t want nervous wreck crazies in your service team. 

Customer service managers training via acting out roles in retail, pharmacy, SaaS, etc. scenarios are usual. That’s what helped Kevin to succeed. Each week he did role-playing exercises where you offer one-the-fly solutions to irate customer situations represented by a supervisor. It helps to fill the knowledge gaps and points them in the right direction.

Save your team time by delegating clients FAQs to Dashly AI chatbot. He can easily answer even difficult questions based on your knowledge base info

Customers service role-play is a quick way to:

• Test how newcomers would cope with typical client service scenarios in an interview
• Training your managers to deal with difficult customers
• Adopt the best customer communication practices
• Deal with business crisis scenarios (website crash, data loss, payment difficulty, etc.)

But the primary job it does is improving your service.  Time to move to practice difficult customer service scenarios. So, let’s go back to Kevin.

15 tricky customer service cases to practice

Speaking about a rough week, I meant 15 customer service situations Kevin dialled with. It’ll be honest to nominate him for the title of customer support knight after this story. Believe me, there’s a lot to learn 👇 

1. Customer requested a product feature

2. Customer asked for an item that is missing 

3. When you have to transfer a call to another manager

4. Customer asked a question you can’t answer

5. Customer asked, ‘Why is your tool the best alternative? ’ 

6. When you have to say NO

7. Customer asks you to violate the company’s rules

8. Customer breaches company’s terms of use

9. When it was your fault

10. Angry customer asks for a manager

11. When the price is too high for a customer

12. Customer asks for a refund

13. Irate customer complaints about a shipping delay

14. Customers complain about a product quality

15. Angry customer is verbally abusive

Customer case 1: Feature request 

Customers are a precious source of  ideas for business growth . That’s why this type of customer should be a priority for any company.

Client request example: 

Hi! I purchased your tool two months ago, and it works great! But it could be better if it had a [feature]. I think it will be helpful for many clients. Can you add it in the next update?

But it’s problematic since a new feature implementation isn’t a matter of minutes. No false promises ─ the first rule here.   Such tickets can make newbies nervous. But not Kevin. The first thing he thought about after reading the request for a specific feature was whether the business plans to add it. 

An example of a customers service scenario script if ‘YES’

Hello [First name]! Thanks for your feedback, we are happy you liked the product. Moreover, your idea sounds great. Can you provide more details to share? It will help to prioritize their resources, so you can see the results faster. I’ll back you as soon as [the feature] is ready, and you’ll be the first to enjoy its advantages. 

An example of a customer service scenario script if ‘NO’

Hello [First name]! Thanks for sharing your idea. It’s fascinating. Many of our customers agree with you. It’s already in our backlog, and I’ll add your vote to move it further. Because of limited resources, we can’t implement it in the next update. But I’ll notify you when we’re ready to present the [new feature]. In the meantime, you can try [an alternative solution]. Do you need my help with it?

Tips to keep in mind: 

• Thank a prospect for the advice 
• Explain when you are going to add the feature or why not
• Offer an alternative solution

Eliminate mistakes by delegating resolution of such requests to AI chatbot. Teach him based on scripts from this article or your knowledge base

Customer request 2. The asked item is missing 

The following customer asked Kevin about a particular product. That isn’t a big thing, but…

Customer request example: 

Hi, I saw this excellent [product] in your Instagram Ads. How can I order it?

Going to grant the request and close the deal, but he found it’s unavailable. There is still a chance to save the customer interest in saying when it will be in supply.

An example of a poor answer

It’s out of stock. You can buy it in two weeks

But usually, they don’t do that. At the end of this scenario, potential customers go to the next tab where the competitors’ website is already open.

An example of a pro answer

‘The item you are interested in will be available in two weeks. I can place your order first in line, so you’ll get it as soon as it reaches our warehouse! ’

Thus, you don’t ruin customers’ expectations but just postpone their realization. The tandem of positive connotation and VIP customer treatment does its job. Do you see the difference? Choosing the second scenario, Kevin provided a company with a new customer. 

• Focus on positive things, offer the solution, say when the item will be available. 
• Avoid negative language like ‘I can’t…’, ‘We don’t do that’.

Customer request 3. ‘Your call is transferred’

Forced meditation — here is how Kevin calls the time that customer is waiting for the transfer to the other manager. He doesn’t like to leave the potential customer with the vague ‘Hold on while I transfer you, please.’ But we are not Wikipedia to know everything. At least for now? Even if the customers’ question is way below his specialization, Kevin tries to provide them with the transfer details and prevent scenarios where:

• Customer hangs up
• Customer killing the expert/manager

So he did this time. 

‘Hi, I have a checkout issue, my e-wallet isn’t among your payment options. How can I pay for the product? ’

An example of a typical answer:

Can you hold on for one second? I’ll transfer your call to an [expert].

That usually means that the manager is glad to hear from you. He has got your problem. Trying to save your time, he has found an expert who will do it better and faster.  Unfortunately, consumers can’t read minds. They expect to get a response immediately. But… This phrase lacks the certainty that a manager has the customer’s problem in mind. 

An example of a pro answer:

Hi [First name], I understand your problem. Let’s get it resolved for you. Don’t you mind if I transfer you to the expert who is the best-suited specialist to help with your situation? It won’t take a minute.

Sounds much better. Isn’t it? The expert is safe, and the customer is happy. Mission complete.

Tips to keep in mind:

• Explain the reasons for the call transfer
• Focus on the customer. Use more ‘you’ sentences and less ‘we/I’.

Scale your customer service with the power of generative AI, paired with your knowledge base and scripts. Sign up to see how this technology saves your agents time and increases customer loyalty

Customer request 4: The question you can’t answer

‘ I don’t know’  — the Phrase-That-Must-Not-Be-Said in your service. But Kevin really didn’t know how to resolve the customer’s question:

Hi! I like your brand and want to buy 20 items. Is there any discount for customers who buy in large quantities?

Yes, we are only humans: there may be a newcomer to the team, a poor announced update, etc. But customers don’t care. They need an answer.  So, Kevin needed to do a little research. But first, he should respond.

An example of poor response (live chat or social media):

Hi! Unfortunately, I can’t process your question now.

A simple ‘ Can I call you back? ’ and more details could improve that scenario.

An example of a pro response (live chat):

Hi [First name]! Thanks for your choice. Give me a sec to clarify this moment for you! And while I talk to the supervisor, you can browse our products on sale. Here is the link

This shows that you understand the customers’ questions and will do whatever it takes to find out for them.

• Assure consumers you will get back to them with an answer. 
• Before customers go elsewhere, recommend an alternative solution.

Customer request 5: ‘Why is your tool the best alternative? ’ 

95% of all companies do not know what their competitive advantages are.

So how can customer service respond to this scenario? Empty phrases like ‘we have an excellent team’ don’t work here. Only proofs matter.

Hello, I was a [specific product] user for a long time, but now it’s become too expensive, so I’m looking for an alternative. Can you please tell me how your tool is different from theirs?

When a company hasn’t delivered this info to the team, managers may draw their conclusions (sometimes wrong) or use vague phrases and clichés to respond to this question. Like this one.

An example of poor answer:

Hi! [The competitors’] is really expensive. You’re not the only person who noticed this fact. In terms of price, [Our product] is more profitable. By choosing it, you get more and pay less. The best value for money on the market. Do you want to schedule a demo to know more?

Good thing Kevin was equipped with a  relevant article explaining the difference. Moreover, he knew the competitors’ weak points and the business product.

Hi [First name]! Yes [competitor’s product] is a good option, but [our product] beats it by [price, feature 1, 2]. Here is a detailed comparison you can read for more: [link] If you are still on the fence about that, we can schedule a demo to see the proofs in action.

• Respect your competitors. Saying anything about them, you talk about the choice of your potential customer in this case. The comparison should be objective.
• Provide proof: facts, numbers. For example, instead of ‘[our product] is cheaper,’ use ‘Using [competitor’s product] for a month, you’ll pay only $$ while we offer wider functionality for half of this price. I mean, for $ you’ll get …’
• Ensure your agents get the results of the competitors’ reviews and know the advantages.
• Write an article comparing your solution with competitors. Choose the main one and write different comparisons with each of them. Then share it on demand.

Reduce your team’s workload and free your agents to address high-value tasks and complex customer issues with Dashly AI chatbot

Customer request 6: When a support manager has to say NO

Do you know that awkward feeling when refusing somebody’s request? The same one felt Kevin talking to the loyal customer and affiliate who was asking for the s ervice the company doesn’t offer. 

Customer request example:

Hi, I’m Jason, your affiliate. I want to launch a Halloween email campaign about your product. I wrote the text, but I want this newsletter to have a unique illustration and CSS animation. Can you do it for me, please? Find the tech requirement in the attachments. If you face any difficulties, please let me know. We can schedule a call, and I’ll tell you everything step by step.

But there is no such option. Kevin knew this man spent much time working on the idea and tech requirements, so he probably won’t be happy to know that. So, how to say NO and don’t lose the customer/affiliate? 

An example of a poor answer: 

Hi! Your idea sounds great, but we don’t provide such a service!

At the end of the dialog and disappointed the client. Can it be different?  Yes. 

‘Hi [First name]! I appreciate you taking the time to share your idea. Because of the lack of resources at this time, we don’t provide such a service. You can see it in the affiliate agreement document [link].  Anyway, here are:  – Email newsletter builder we use. It has all the tools necessary for carrying out your idea [link] – The stock of free-to-use illustrations [link] – Websites to look for a specialist with relevant experience [links] Hope it will help you. I’ll notify you if anything changes.’

Of course, this isn’t the result that an affiliate is expected to get. But still, Kevin smoothed things over by offering an alternative solution.

• Don’t give a false hope
• Ask why when it isn’t clear 
• Explain why not 
• Express an empathy

Since you are in the middle of the article, it’s by far the last difficult customer example Kevin had to deal with.

Thanks! Your map with ready-made campaigns is already in your inbox

Customer request 7: Customer asks you to violate the company’s rules

This time it’s a NO reply situation again. The only difference is a request. It was one of those customers who used to get ‘ an extra slice of a pickle ‘ for free.  There is nothing terrible about filling a small request to please your customer. But what if it goes against the company rules?  

Hi, I’ve noticed that the demo version lacks some features I need to make a purchase decision. I’m ready to buy, but I need to make sure. Can you give me access to full functionality during the trial period?

Nice try. But the pricing is clear about the trial version features. No exceptions.  But this deal promised to be pretty big.

An example of a poor answer:

Hi! We are glad to know you like the product. What email should I send a login and a password to?

Sounds good, except for the part that violates your business rules.

Hi [First name]! Thanks for your choice. It’s a pleasure to know you appreciated our efforts on the product. As much as I enjoy fulfilling our customers’ requests, I’m afraid your one goes beyond a company’s rules. If the question is about the functionality, we can schedule a demo. I’ll show you the full potential of our solution and how it can work for your business. Meanwhile, you can look through our special offers. Here is a link.  

Even if you have to respond negatively, the customer should be offered alternative solutions. 

Tips to keep in mind when implementing customer service scenarios examples :

• Explain why not
• Make sure everyone knows a business Privacy Policy

That is the scenario you can control. But what would you do if someone had already done the illegal action?

Customer request 8: Account breaches company’s terms of use

We like to judge. But nobody wants to be an executioner. Neither did Kevin. And he wasn’t. Even when the situation implied that. 

Like when a customer purchases a course. The terms of use were clear a customer can’t share the content or the login data with others. Anyway, there were efforts to log in to the system under the same ID from multiple IP addresses and devices simultaneously. Since the customer can’t be in several countries simultaneously, his account was blocked. Not an hour passed like the owner noticed that.

Hi, A month ago I bought a course at your company. But the login and the password you gave me don’t work. Can you fix that?

Kevin was the one who had to clear things up. 

An example of a poor message:

Hi! To prevent data loss, it was blocked.

Clear and understandable. But there’s no attempt to help, no empathy. It can be not a deliberate violation but a mistake. Remember about the presumption of innocence ☝️

An example of a pro message:

Dear customer! We noticed suspicious attempts to access your account from multiple devices simultaneously while registered with a set of a single device package. To prevent data loss, it was blocked. Did you happen to share the login data with somebody? Please let us know. If it repeats, it can lead to your data loss. 

Sounds better, isn’t it? A detailed explanation of the situation and possible consequences. And notice, no threats. 

• Determine the customer needs and try to fulfill them 
• No blames without proof

Build better customers service and alleviate your agents’ workload with Dashly AI

Customer situation 9: It was your fault

Talking with a previous customer was difficult, but who knew it could be worse? The server crashed, and for half a day, service wasn’t available. Guess who had to explain this to the customers? Everyone on the team, including Kevin, of course.  Because of the specificity of the business, this caused many troubles for the customers. They deserve to be notified about the issue, at least. Better yet, an excuse.

An example of poor customer service:

Sticking the heads in the sand, hoping that nobody would notice.

Dear customer, this Monday the [Company First name] server crashed. Now it’s working, but we understand the issues it may have caused you. Please accept our apologies for such a poor experience. It’s critical for [Company name] to be running, the lesson is learned, and now we will improve [company product] to prevent such situations. 

Nothing special, but instead of angry customers tickets, Kevin replied, ‘Thanks, it’s all right. You’re cool’ messages.

Customer service scenarios and answers tips to keep in mind:

• Own up to your mistakes
• Explain the plan
• Notify when it’ll be implemented 

But nothing lasts forever, especially the good one. The next day Kevin received a ‘ Can I speak to your manager? ‘ message. And that wasn’t another meme in the company chat.

Customer request 10: Release The Kraken Manager

It was the 15th minute of Kevin explaining to an angry customer the delivery rules. The last one asked the same questions in different forms, but the client’s response was the same. Things got hairy. Polite attempts to help, arguments, and offered alternatives didn’t matter. 

‘You don’t understand me. I’d like to speak to a manager’

But it was a kind of overattentive customer who didn’t want to accept the answer he didn’t like. Anyway, the company couldn’t fulfill the customer’s request. 

An example of a client’s response:

‘I’m afraid my manager must tell you the same things. I’m really sorry [Company name] doesn’t have a better solution for your situation! ’ 

It’s enough to convince a customer, except for the angry scenario.  Since Kevin was 100% sure in the info he operated, he just handed off the conversation to another manager who said the same in different words:

‘Unfortunately, Kevin is right. We now don’t have any other delivery solutions to your location except the offered one. I’m sorry about that! ’

If you’re not as sure as Kevin, ask for a supervisor.

• Show empathy
• Speak with kind authority

Reduce escalations to the support team with Dashly AI chatbot. It will easily answer FAQs about delivery or payment based on your scripts or knowledge base info and rote difficult requests to relevant experts on autopilot

Customer request 11: The price is too high 

There will always be someone who doesn’t like you, your job, product, much less its price. The true art of customer service is convincing them to purchase. That was Kevin’s next achievement.

Customer’s request example:

Hi! Your solution is excellent, but I found it’s too expensive. I’m ready to buy it, but the full plan price is too high. Are you going to update the pricing? Or maybe there is a discount for a new customer? 

The task was clear. This scenario assumed Kevin explaining the value it can bring to the customers. What do they pay for: elements of the chosen plan, tool advantages?

An example of poor service response:

Hi! We are happy you liked the product. The pricing was updated last month, so we are not going to change it in the near future. Check out our upcoming Halloween sale If you want to get it cheaper [link].

The offered solution seems quite fair: Wanna discount ─ wait for the sale. But it doesn’t solve the reason for the request ─ a  lack of value understanding .

An example of a pro service agent message: 

Hi [First name]! We are happy you liked it. My colleague put much effort into providing its sustainable workflow, security, and various features. By purchasing the service, you get not just a set of features but a [advantage №1, advantage №2, advantage №3]. Daily our developers, designers, marketers, and support managers work to [a core job your tool does]. If it seems steep, you can check our upcoming Halloween sale [link] to get it cheaper. Is it what you’re looking for?

It will help customers understand your product’s value and price.

Customer situation 12: The refund request 

The rest of the week promised to be easy… but not for Kevin. This time he had to deal with a customer asking for his money back. Usually, it’s a relatively easy task, except when you can’t provide a refund.  

There’s something wrong with your product. Some bug must have deleted all my settings and now [the product] doesn’t work properly. I want a refund! 

Even if the tool settings were wrong, it still worked. So a refund wasn’t an option. That was written in the user agreement. Thus, Kevin had to find an alternative solution.

An example of poor service agent response:

Hi! I’m sorry, but this case doesn’t fall for [Company name] refund policy [link]. Thus, I cannot offer you an account credit.

An example of a pro service agent response: 

H i!  I understand how this can be frustrating and really sorry about that. But I can’t provide you a refund because this bug can be fixed easily. I’d be happy to help you configure your settings again.

This message doesn’t end on the refuse. A little empathy and desire to help do magic: there’s no customer aggression, no need for a refund.

• Consult the team

Here is how we do this when comparing Dashly with Intercom, Drift, LiveChat:

Client request 13: Shipping delay

Minutes stench into hours, days — into years. Waiting for the ordered item can be torture. Unsurprisingly, even a day’s shipping delay makes people crazy. That’s why Kevin’s company is so careful about this process. But a quarantine made its amendments. 

A customer ordered [a product] for his brother’s birthday. The website says about the three days shipping, which was perfect for preparing the gift for the celebration. But the package arrived two days later after the deadline. It hadn’t damaged the party, but the same cannot be said of the customer’s mood. 

[Company name], you screwed me! I ordered [your product] a week ago. The website says the package had to arrive 4 days ago, but it didn’t. The delivery was late for two days which ruined my plans! You put me on the spot. So, I’m disappointed with your service!

How to make this customer happy?

Hi! The item was sent on time. It probably was a shipping company mistake.

That is true. But does it make this customer happy? That’s why Kevin chose another tactic…

Dear customer, thank you for choosing [Company name]. We’re really sorry you didn’t receive the package in time. Checking the shipping company info, I noticed they had a problem because of the weather conditions. We’ll do everything to notify you about any delays as soon as possible. Please accept our apologies and free shipping for the next order.

Sounds better, heh? It changes nothing but can provide a better customer experience.

• Explain what happened
• Tell how you are going to fix the situation
• Offer compensation
• End on a positive note

The customer is satisfied. The company image is saved. But what if the problem is on your side? 

Client request 14: Quality issues

You may know this Expectation vs Reality frustration feeling. The website images tell about the perfect high-quality product, but it’s nothing like the one that had arrived. It’s the usual case in retail. But now it had happened to Kevin’s next customer.

Hi! Recently I’ve bought [your product], but it’s nothing like on the website! It arrived damaged. Since the box wasn’t broken, I’m sure it’s a manufacturing mistake. Give me my money back!

Seems like it’s your fault. Time to save the customer and the company’s image.

An example of poor agent response copy:

Hi [First name]! Can you take some pictures of the defect and send them here in the chat, please? 

Asking for proof is ok, but not in the first sentence. This makes you feel like you don’t believe the customer.

If you wanna proof, argue it by a need for a report. Like Kevin did.

An example of a pro agent response: 

Hi [First name]! Manufacturing mistakes are a rarity in our company. I’m so sorry it happened to you. We can send you a refund, or would you like to get a new one right away? The only thing I need is a photo of the defect for the report. Can you send it to me, please? 

Thus, you apologize for the customer’s frustrating experience and offer an alternative solution.

But what if it was a customer who made a mistake?  And this time, it really was so. Kevin checked the photos and noticed that [the product] was in use. So that wasn’t a manufacturing mistake, but a customer who ruined it.  

Kevin had to use a ninja-like finesse to explain this to a customer.

An example of a poor response:

Checking the photos you sent, I noticed you’ve used [a product]. I’m afraid I can’t help you in this case.

I’m afraid the issue appears to stem from (the mistake customer made). If you look at the ‘terms of use’ brochure in the product’s set, you’ll find the directions on how to [do the thing the customer mistake in] right. Trust me. I’ve been there before! That thing can be tricky. But the only solution I can offer you, in this case, is 10% OFF for the following order. Let me know if you need my help.

This script demonstrates more empathy to a customer through the detailed ‘Why-Not’ explanation and proofs.

• If an item can be fixed, offer a solution
• Avoid blaming tone
• Teach them how to do/use [the things they did wrong] right

And now ‘the cream of the crop’ among complex scenarios: Brace yourself, the irate customers are coming.

The most difficult of service scenarios 15: Angry customer 

In nearly every problematic case I mentioned above was an irate customer. Dealing with each of them, Kevin was polite. But there is a line between anger and abuse. 

Angry customer’s request example:

Your solution doesn’t work! I can’t do [process №1, process № 2, process №3]. Jesus Christ, how much of a jerk can you be? WTF is your gain from there? I’ve fu###g paid you $$$!  

An example of a poor customer service response:

‘Please, calm down. Contact us again once you’re willing to be more respectful.’ Operator disconnects.

Neither warning nor chances for the customer to excuse and explain the details.

An example of a pro customer service response: 

Hi [First name]! I’m really sorry about that. There are easy steps to fix the issue: First, you should [a step-by-step instruction]. That will help you. Let me know if there is anything else I can do for you.

It’s another when anger is directed at a company or you personally without connection to an issue. 

Abusive customer request example:

Go to hell! Your service is a piece of sh#t just like you!!!! 

An example of a pro customer service message: 

Hi [First name], we are really sorry to hear about your frustration! Let us know if there is anything we can do to make you feel better. 

If it doesn’t work:

I’m really willing to listen to your issue and solve it. But if you continue using such aggressive language, I’ll end this conversation.

That was the most difficult customer Kevin dialed with this week. I think you’ll agree, he deserved rest. Moreover, I’d say he deserved an extra day off.  

• Show that you understand the customer’s situation
• Ask for the details to cool down the customer

Save your agents time and mental health with Dashly AI chatbot. It can be a first line of qualifying angry client request and then route them to the relevant agent

There’s not just a story about a terrible week. It’s a great experience you can use for role-playing scenarios to  improve your customer service . Since angry customer scenarios are quite similar, you can quickly adapt these customer service examples and use them in retail, pharmacy, healthcare, etc.

Customer service agents like Kevin are modern knights. They help struggling customers and defend the honor (image) of a company. Pre-made scripts based on popular customer service scenarios are their weapon and assistant to refer to in uncertain situations. Customer service scenarios’ role-play is their regular training to deal with dragons angry customers. 

Optimize the work of your customer support with Dashly AI Sign up for a free Dashly trial to implement these customer service scenarios immediately. Use them as a base to learn an AI chatbot on how to answer FAQs or store the script examples in the ‘Saved Replies’ section to dramatically reduce customer service response time.

FAQ on customer service scenarios

At Dashly, when we face customer service scenario questions, we don’t just wing it—we use these gems to train our agents and our nifty AI chatbot. We learn from the toughest bad customer service scenarios to ensure top-notch experiences. Our chatbot can already nail those simple Qs like a boss. Want to see an example? Swing by our article for a sneak peek at how we do it.

Customer service scenarios are like real-world simulations that our team uses to flex their problem-solving muscles. Picture customer service role play scenarios where agents and our AI chatbot practice their Jedi-like support skills. These drills are key—by running through these tailored customer service scenarios, we save our managers time and level up support, equipping both human agents and bots to handle the curveballs customers throw our way with ease and grace.

Our approach to customer service training is dynamic and data-driven, rooted in real-life customer service training scenarios. We leverage our knowledge base to clue in agents and our AI chatbot on navigating scenarios for customer service, specifically honing in on challenging customer service scenarios like refund issues or delivery slowdowns. When new situations arise—maybe a conflict that wasn’t in the script—we update our chatbot immediately, ensuring it’s prepped to handle any scenario thrown its way with flawless accuracy.

An example of customer service scenarios for role plays could be simulating a dissatisfied customer reporting a product defect, with one person acting as the customer and the other as the service rep, navigating through resolution steps. Find more examples in this article.

A customer service scenarios worksheet is essentially a detailed guide often presented as a PDF document. It’s packed with pre-written conversations that outline various tough customer service situations and the best responses to them. For instance, the PDF might offer a step-by-step script for dealing with a heated product return dispute, guiding the service rep through calming the customer, addressing their concerns, and offering a viable solution. Always looking to sharpen your service skills? Our article has these worksheets ready for download, giving you the exact wording you’ll need to smoothly navigate challenging customer interactions.

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4 steps to effective customer service problem solving with examples.

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Recently, I came across a fascinating customer service story involving an American Express cardholder. It all began with a seemingly innocent mistake while making a payment involving a decimal point in the wrong spot, resulting in the customer inadvertently paying thousands of dollars instead of hundreds.

Determined to rectify the error and seek guidance, the customer promptly contacted American Express to report the issue. To his relief, a representative assured him that the mistake would have no adverse impact on his account and that all charges would be promptly refunded. Little did he know that this was just the prologue to a series of challenges.

A few days later, the customer was taken aback when he discovered that all his debit cards were unexpectedly suspended. Perplexed and concerned, he went over his account for any indications of suspicious activity or an account block, but to no avail. Thus, he decided to reach out to American Express once more to seek clarification.

To his utter surprise and dismay, the representative he connected with not only questioned why he had not halted the incorrect payment but also accused him of attempting fraud. The customer explained that a previous representative had not advised him to stop the payment and had, in fact, assured him that there would be no negative consequences resulting from his honest mistake.

The response?

That's what customer service does. They tell you what you want to hear.

This quite nasty customer service story inspired me to write about the real purpose of customer service. Which is not “telling customers what they want to hear” but helping customers and resolving their problems.

In this article, you’ll also learn some troubleshooting techniques to make your job easier.

Creating a Good Customer-Centric Culture

A customer-centric culture serves as the bedrock of exceptional problem-solving and sustainable business success. In a world where customers today wield unparalleled power and influence, placing them at the heart of your operations is not just a choice; it is a strategic imperative.

At all levels of the organisation, employees must wholeheartedly prioritise customer happiness, understanding that every interaction is an opportunity to leave a lasting impact. By cultivating such a culture, businesses create a positive and supportive environment that empowers employees to go above and beyond to delight customers.

Nurturing this culture demands a multifaceted approach. One potent strategy is to recognise and reward outstanding customer service efforts. By celebrating employees who embody the customer-centric ethos, businesses reinforce the value they place on exceptional experiences. This recognition motivates individuals to exceed customer expectations continually and sets a powerful example for others to follow.

Encouraging collaboration is another pivotal aspect of fostering a customer-centric culture. In today's interconnected business landscape, problems seldom fit neatly within departmental silos. Emphasising collaboration cultivates a shared sense of responsibility for customer success and enables employees to pool their expertise, collectively devising innovative solutions that surpass individual capabilities. The result is a seamless and consistent experience for customers, who benefit from the collective effort of a united organisation.

To equip employees for the challenges of modern customer service, businesses must invest in skills training. Outstanding problem-solving skills do not materialise by chance; they are honed through intentional development. Equipping employees with the necessary tools and knowledge to navigate diverse customer interactions positions them to respond adeptly and confidently, even in the face of dissatisfied customers.

Customer Service Problem-Solving

Speaking of dissatisfied customers, they hold the key to unlocking greater customer retention. Rather than viewing poor experiences as a liability, businesses must embrace them as opportunities for growth. Each negative interaction presents a chance to introspect, identify pain points, and make tangible improvements. By actively seeking feedback from dissatisfied customers, businesses demonstrate their commitment to listening and learning, earning trust and loyalty in the process.

A customer-centric culture is more than a mere buzzword; it drives superior customer experiences and enhanced customer retention. By prioritising customer satisfaction at every touchpoint, celebrating exceptional service, fostering collaboration, investing in skills training, and actively engaging with dissatisfied customers, businesses can forge a path to sustained success and unmatched customer loyalty. Embrace the customer-centric ethos, and you will unlock the true potential of your organisation in a customer-centric world.

Strategies for Effective Customer Service Problem-Solving

Timely response and resolution are essential components of successful troubleshooting. Customers appreciate swift action, showing that their concerns are taken seriously. Personalisation also plays a significant role, as customers feel valued when their issues are treated individually rather than generically.

Navigating challenging situations with irate customers requires patience and tact. Service reps need to stay calm, acknowledge the customer's feelings, and work towards finding a resolution.

4 Steps for Better Customer Service Problem Solving

As a customer service agent, providing satisfying solutions is essential. Let's explore the path to achieve this.

1. Understanding the Customer's Point of View

Imagine yourself in the customer's shoes. They reach out to you with what seems like an impossible request. For instance, they received a notice that their phone line would be cut due to non-payment, yet they requested credits on their invoices due to financial constraints. Initially, you might question their request, but remember, you're not just an ordinary person; you're a Support Hero tasked with saving the customer's day. Negative thinking won't lead to solutions.

At this stage, it's hard to distinguish if the customer is genuine or potentially fraudulent. However, instead of passing judgment, assume the customer needs assistance and act accordingly. Engage in active listening to comprehend the problem thoroughly and find a way to help.

Exceptional problem-solving hinges on understanding customer needs and concerns. Active listening enables service representatives to connect with customers on a deeper level and empathise effectively. By listening attentively, you can pinpoint the root cause of the problem and tailor solutions to meet their specific needs.

Remember these keywords throughout your journey: fully understand the problem, solve the customer's problem, find a workable solution, and ensure the customer is happy with the resolution.

2. Identifying a Problem

Ensuring that customers are happy with the solutions provided is crucial in customer service. Sometimes, customers simply struggle to articulate their issues, and that's entirely normal. They may not be familiar with your processes or jargon; all they know is that their expectations regarding your product or service have been disappointing.

As a Support Hero, it's your responsibility to restore their faith in your company, but to do that, you must first pinpoint the problem.

To troubleshoot effectively, here are a few questions that can guide you. Sometimes, by asking these simple questions, you can quickly identify an outage or a faulty batch of products sent out by a manufacturer!

Can you describe the problem you're facing precisely? When did this problem start? Has this issue occurred before?

Next, consider the following:

Are all users affected, or is it isolated to just one customer? Has anyone else faced a similar problem in the past?

Once the customer responds, summarise their answers back to them. This gesture demonstrates that you genuinely comprehend their concerns and helps you verify the facts.

If you're unfamiliar with the problem or unsure how to proceed, offer a brief apology and inform the customer that you need to discuss their case with a colleague or supervisor. Maintain a self-assured tone, and don't hesitate to ask the customer to hold on for a moment.

Remember, customers value accuracy even if it takes a bit more time to sort out the issue.

Instead of abruptly transferring a customer to another department, try saying:

"We're committed to resolving this for you. Let me transfer you to a specialist best equipped to address your question."

Customers appreciate the effort you put into understanding their journey and resolving their issues promptly. Poor customer service can lead to bad customer experiences, but by actively listening to their concerns, you can turn their dissatisfaction into a happy customer.

Always focus on solving the problem, no matter how common or complex. As a customer service representative, your role is to provide exceptional support and ensure that customers are satisfied with the resolution.

So, embrace every customer service issue as an opportunity to solve the problem and deliver exceptional customer support. Your dedication and responsiveness will create a positive experience, turning unhappy customers into satisfied ones.

Remember, the help desk is where customer issues are met with efficiency and care. The key to a successful customer service journey lies in how you handle problems and fix them effectively.

3. Find a Solution

Utilise your analytical thinking to devise a solution that best suits your customer's needs. Here are some key questions to help you plan an effective resolution:

Is there enough staff to carry it out?

Who will be involved in implementing the solution?

What is the expected time frame for the solution?

What resources are needed to make it happen?

Who should be informed about the planned solution?

How will the customer be notified about the solution?

Even if you're faced with a case that goes against your company's policy, there is always room for creative suggestions. Take, for example, a customer seeking a refund, which may not align with your policy.

However, consider these alternative solutions:

Inform the customer that you cannot credit the bill, but offer to split the payment into smaller instalments to accommodate their financial situation.

Postpone the account suspension temporarily, allowing the client to continue using the service.

Analyse the customer's account and propose a switch to a more budget-friendly price plan.

Your creativity can turn an unreasonable request into three viable solutions!

But what if you're not the one who can solve the problem?

In such cases, you may need to open a ticket to escalate the issue appropriately. To ensure the ticket doesn't get lost, assign it to yourself and monitor its progress. If the problem remains unresolved after 24 hours, consider contacting the customer to provide an update on your ongoing efforts.

Occasionally, there are situations where the problem cannot be fully sorted. For instance, your company may have stopped selling a particular product, or you may not have a gluten-free option on your menu. However, that doesn't mean you can't offer a helpful solution. If you don't have what the customer needs, guide them to the right source. Let them know where they can find the desired product or suggest alternatives.

Going the extra mile can create customer happiness, even if the solution deviates from their initial expectations.

Here's an example from our experience: My colleague, Justyna, recently chatted with a customer disappointed that our application lacked an in-built screen-sharing and screenshot-making tool. With a composed demeanour, I informed Aline that while LiveChat lacked those features, she could set up an integration for screen-sharing sessions and use a free screenshot tool like Jing. It did the trick! Aline was delighted with the solution, and my mission was accomplished.

Throughout the resolution process, ensure that the customer is at the centre of your focus. Handle customer service issues with attentiveness and empathy, as a positive customer service experience can be transformative. Use a series of questions to fully understand the problem, allowing you to implement the right solution and untangle customer queries effectively.

4. Fix the Problem and Follow Up on the Solution

Finally! The customer has agreed on a solution. You've offered a brief apology for the problem, and now you can fix it and close the case, right?

Unfortunately, it's not always that straightforward.

Sometimes, the solution provided may not address the root cause of the problem. For example, let's say a customer had an issue with the application, and you suggested restarting the device. While this might settle the problem, it's more likely that the customer will return with the same issue, possibly even upset that the initial solution didn't work as expected.

I understand that working in customer service leaves little time for breaks, and now I'm asking you to follow up on your customer's problems. But there are significant benefits to spending a little extra time reaching out to these customers.

Doing so demonstrates genuine care and creates an exceptional customer experience. You ensure that you won't receive calls or chats from furious customers later. You can verify whether your solution worked, giving you confidence for future interactions.

If you find it challenging to make calls or send emails to follow up, don't worry. There are alternative approaches you can take. Some apps allow you to send automatic emails once a ticket is resolved (e.g., LiveChat). You can test and try this feature to save time.

Alternatively, your team can use an automatic survey to gauge customer satisfaction and determine whether the problem was adequately resolved. Platforms like SurveyMonkey and Typeform can be useful in this regard. Alternatively, you can send a simple template asking two questions:

Did we help you solve your problem?

On a scale of 1 to 10, how would you rate your overall experience?

Customers will undoubtedly appreciate these efforts!

In customer service, increasing customer success is vital. To achieve this, it's essential to understand the issue at hand fully. When a customer allows you to delve into their concerns, you can identify the right product or service to address their needs effectively.

Remember, customers are likely to encounter complex problems, and they depend on you for assistance. Utilise customer service problem-solving techniques to handle their issues competently and ensure they are satisfied with the outcome.

Empowering a Customer Service Representative

To excel in issue resolution, customer service reps must have the right skills and authority. Regular training and development programs ensure that representatives are well-prepared to handle various situations effectively.

Additionally, empowering representatives to take ownership of customer issues instils a sense of responsibility, leading to more proactive and efficient resolutions.

Solve Customer Service Problems With Technology

Technology plays a vital role in modern customer service troubleshooting. Customer relationship management (CRM) systems help consolidate customer data, making it easier for representatives to access relevant information quickly.

AI-powered chatbots can provide instant support, resolving common queries and freeing up human representatives to handle more complex issues. Data analytics tools allow companies to gain insights into customer behaviour and preferences, enabling them to tailor their services accordingly.

Measuring and Monitoring Customer Service Success

To continuously improve the way problems are solved, companies need to track and measure their customer service performance. Key performance indicators (KPIs), such as response time, resolution rate, and satisfaction scores, provide valuable insights into the effectiveness of customer service efforts.

By monitoring these metrics, businesses can identify areas that require attention and implement targeted improvements.

Great Customer Service Requires Resolve

Curious about how the story of the American Express customer ended? Well, after cancelling the payment, he reached out to customer service again, giving the company one last chance. However, he connected with a different representative this time—a night-and-day contrast from the previous encounter.

Unlike before, this representative was willing to listen. She grasped the situation immediately, empathising with the customer's plight. After reviewing his account and consulting with her supervisor, she astonishingly informed him that his card would be reactivated. The customer was both shocked and elated with this positive outcome.

It's remarkable how two representatives working for the same company in the same customer service team can provide vastly different experiences—one great and the other terrible.

The root cause of the poor experience is challenging to pinpoint. Perhaps the first representative was not suited for customer service, or management failed to train and motivate them adequately. Regardless, the bottom line was that the customer sought help but did not receive it.

Often, solving a customer-service problem involves navigating between company policies and customer interests, as was evident in this case. The first representative struggled to handle such a situation, whereas the second possessed the necessary skills to address the issue effectively.

Problem-Solving is not just an Ability -- It's a Mindset

As we explored in my previous post on problem-solving skills , the golden rule of customer service is to create a fantastic customer experience even when the problem may not directly concern your product. Offering a possible solution exemplifies the essence of customer service—solving problems, not merely telling customers what they want to hear.

The key to success lies in persistence, utilising the advice shared here, and maintaining a positive outlook. Armed with these qualities, there will be no problem you cannot conquer.

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Showing top 0 results 0 results found, from patience to problem-solving: 25 customer service skills.

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In today's highly competitive business landscape, delivering exceptional customer service is more important than ever.

With so many options available to consumers, businesses need to ensure they are providing a high level of service to stand out from the competition.

To do this, customer service representatives must possess a range of important customer service skills. From patience and problem-solving to multitasking, I've compiled a list of 25 skills of exceptional customer service .

These skills are the foundation upon which customer satisfaction and loyalty are built.

In this article, we will explore some of the most important customer service skills that every representative should possess to provide excellent service and drive business success.

1. Active listening

Active listening is a crucial component of good customer service. It involves fully concentrating on what the customer is saying, both verbally and non-verbally, and seeking to understand their perspective.

By actively listening, customer service representatives can better identify and address the customer's needs and concerns.

One important technique for active listening is to focus on the speaker and avoid distractions . This means avoiding multitasking while on the phone or in-person with a customer, and making eye contact and nodding to show that you are engaged in the conversation.

Another technique is to ask clarifying questions to ensure that you have a clear understanding of the customer's needs. This not only helps to ensure that you are addressing the customer's concerns effectively but also demonstrates to the customer that you are actively listening and taking their concerns seriously.

Reflecting on what the customer has said is also an effective active listening technique. This involves paraphrasing what the customer has said to show that you understand their perspective and to clarify any misunderstandings.

2. Problem-solving

Customer complaints and issues are inevitable, and how they are handled can significantly impact customer satisfaction and loyalty.

Effective problem-solving involves a number of steps. The first step is to identify the issue and gather all relevant information. This may involve asking the customer questions or conducting research to better understand the problem.

Once the issue has been identified, it is important to remain calm and professional , even if the customer is upset or frustrated. Using positive language and acknowledging the customer's feelings can help to diffuse the situation and build trust.

The next step is to work collaboratively with the customer to identify potential solutions. This may involve offering alternatives or suggesting compromises. It is important to be flexible and open to different solutions , as this can help to demonstrate that the customer's needs are being taken seriously.

After identifying a solution, it is crucial to honor any commitments made. This can involve taking appropriate action to address the issue or following up with the customer to confirm their satisfaction with the resolution.

3. Communication skills

Clear and concise communication is essential in building trust, managing expectations, and resolving issues.

When communicating with customers, it is important to use language that is easily understood. This may involve avoiding technical jargon or industry-specific terminology and using simple, straightforward language.

Both verbal and written communication skills are important in good customer service. Verbal communication involves speaking clearly and actively listening to the customer. It is important to use a friendly and welcoming tone and to avoid speaking too quickly or too slowly.

Written communication skills are equally important, particularly in the age of digital communication. This includes skills such as grammar, spelling, and punctuation, as well as the ability to convey information in a clear and concise manner.

It is important to take the time to review emails, chat messages, and other forms of written communication to ensure that they are error-free and effectively convey the intended message.

4. Product knowledge

Having a strong understanding and knowledge of the products or services offered is a critical component of good customer service. It helps customer service representatives to effectively assist customers with questions and concerns, and can improve customer satisfaction and loyalty.

Product knowledge involves having a deep understanding of the features, benefits, and limitations of the products or services offered by the company. This includes understanding how the product works, its intended use, and any associated policies or procedures.

When interacting with customers, having a strong customer service skills and a good product knowledge allows customer service representatives to provide accurate information and address questions and concerns more efficiently.

This can help to build trust and increase customer confidence in the company and its products or services.

5. Patience

Patience is an important interpersonal skill that can be developed and improved with practice. It involves the ability to remain calm and composed, even in challenging or frustrating situations.

In customer service, patience is essential in dealing with customers who may be upset or difficult to work with. By maintaining a positive attitude and demonstrating patience, customer service representative can help to de-escalate tense situations and work towards a positive resolution.

Patience can also help to build trust and credibility with customers. By taking the time to listen to their concerns and being patient in finding a solution, customer service team can show that they value their customers and are committed to providing excellent service.

There are a number of techniques that can help to manage frustration and maintain patience in customer service.

These may include:

• taking deep breaths,
• focusing on positive outcomes,
• and practicing active listening.

By staying focused on the customer's needs and remaining patient, customer service professionals can create a more positive experience for both the customer and themselves.

Among the crucial soft skills, empathy is one of the most important. It is the capacity to put oneself in the customer's shoes and understand their situation from their perspective.

Empathy is important in customer service as it can help to build a positive and lasting relationship with customers.

When customers feel that they are being heard and understood, they are more likely to feel valued and satisfied with the service they receive. It can also help to defuse tense or difficult situations and create a more positive outcome for all involved.

In order to demonstrate empathy, customer service agents must actively listen to their customers and try to understand their perspective. This involves being patient, asking questions, and showing genuine concern for their situation.

7. Adaptability

Adaptability is the ability to adjust and respond to different situations and customers. It is the capacity to be flexible and open-minded in finding solutions to customer issues.

In customer service, adaptability is important as it allows customer service representatives to respond effectively to the diverse needs and expectations of customers. By adapting to different situations and customers, customer service representatives can build stronger relationships with their customers and create a more positive and satisfying experience for them.

Adaptability also enables customer service representatives to find creative and innovative solutions to customer problems.

By being flexible and open-minded, customer service reps can develop new approaches and strategies to meet the unique needs and challenges of each customer. This, in turn, results in excellent customer service.

8. Attention to detail

Paying attention to detail is important in customer service as it can help to ensure that customer needs are met effectively and efficiently.

By being detail-oriented, customer service representatives can provide accurate and reliable information to customers, avoid mistakes and misunderstandings, and ensure that customer complaints and issues are resolved thoroughly and promptly.

Techniques for improving attention to detail include:

• taking detailed notes during customer interactions,
• reviewing and double-checking information,
• and asking clarifying questions to ensure understanding.

It is also important to develop strong organizational and interpersonal skills to manage multiple tasks and customer interactions effectively.

By paying close attention to details, customer service representatives can provide accurate and reliable information to customers, avoid mistakes and misunderstandings, and ensure that customer needs are met effectively and efficiently.

9. Conflict resolution

Excellent customer service skills must include conflict resolution, which is the ability to navigate difficult situations and find mutually satisfactory solutions that meet the needs of both the customer and the business.

Effective conflict resolution is essential in customer service as it can help to build strong customer relations , increase customer loyalty, and enhance the reputation of the business. Good customer service skills in conflict resolution require customer service representatives to be patient, empathetic, and skilled at communication and problem-solving.

Techniques for resolving conflicts with customers include active listening to understand the customer's perspective, acknowledging and empathizing with their feelings, and working collaboratively with the customer to find a mutually beneficial solution.

It is also important to remain calm and professional during conflict resolution interactions and to follow up with customers to ensure their satisfaction.

10. Time management

The ability to prioritize tasks, organize work schedules, and manage time effectively to ensure that customer needs are met promptly and efficiently is yet another important skill.

Time management skills are essential in customer service as it can help to increase productivity, reduce stress, and improve the quality of customer interactions . By managing time effectively, customer service reps can ensure that customer inquiries are addressed promptly, issues are resolved quickly, and follow-up is provided when necessary.

How to become better at time management? Some ideas to consider include:

• setting clear priorities and goals,
• planning and organizing work schedules,
• eliminating distractions,
• delegating tasks when appropriate,
• using technology to streamline processes,
• and taking breaks to recharge and refocus.

If you think about relevant skills in customer service, then time management should definitely be one of them.

11. Multitasking

Multitasking is a vital customer service skill that involves juggling multiple tasks while providing excellent customer service. It is the ability to manage several tasks and responsibilities simultaneously while maintaining a high level of quality in great customer service interactions.

Effective multitasking skills are essential in customer service as it can help to increase efficiency, reduce wait times, and improve the overall customer experience .

By managing multiple tasks effectively, customer service representatives can ensure that customer inquiries are addressed promptly, issues are resolved quickly, and follow-up is provided when necessary.

Techniques for effective multitasking include setting priorities, using task lists and reminders, and breaking larger tasks into smaller, more manageable ones. It is also important to stay organized and focused, avoid distractions, and seek help when necessary.

12. Positive attitude

Maintaining a positive attitude is crucial in customer service as it can greatly impact the customer service experience.

When agents are positive towards customers, they create a positive first impression and help to put customers at ease. They are more likely to engage in positive interactions, listen actively to customers, and offer appropriate solutions to their problems.

Developing a positive mindset, practicing empathy, and maintaining a sense of humor are a few techniques for maintaining a positive attitude. It is also essential to stay professional, remain calm under pressure, and avoid negative language or attitudes.

This approach can create a welcoming and friendly environment, build trust, and establish a rapport with customers that can greatly impact the customer service experience.

13. Persuasion and influence

Persuasion and influence are critical customer service skills that involve convincing customers to take a specific action or change their perception.

What are the techniques you could try? Active listening, understanding the customer's needs and preferences, and tailoring the message to meet their specific situation are just a few examples. It is also important to use positive language, establish credibility, and provide evidence or examples to support recommendations.

The importance of persuasion and influence in customer service lies in the ability to build trust and loyalty with customers, increase customer satisfaction, and improve overall customer experience.

When customer service team can effectively persuade and influence customers, they can provide solutions that meet their needs, address their concerns, and offer a positive customer service experience.

Effective persuasion and influence skills can help customer service representatives to build trust, establish rapport, and provide solutions that meet customers' needs.

14. De-escalation techniques

When customers become upset, it can be challenging to remain calm and professional. However, by using effective de-escalation techniques, customer service representatives can calm the customer down, address their concerns, and find a solution that meets their needs.

Effective de-escalation techniques include acknowledging the customer's concerns, and remaining calm and professional. It is also important to validate the customer's feelings, and offer alternative solutions if necessary.

Additionally, customer service representatives should avoid using negative language , raising their voice, or becoming defensive, which can further escalate the situation.

The importance of de-escalation in customer service lies in the ability to maintain a positive relationship with customers, reduce conflicts, and prevent negative feedback or reviews.

By using effective de-escalation techniques, customer service representatives can provide a positive customer service experience, even in challenging situations.

15. Teamwork

In many cases, customer service reps work in teams, and effective teamwork is critical to ensure that customers receive prompt and satisfactory assistance.

Effective teamwork in customer service involves sharing knowledge and expertise, communicating effectively, and collaborating to find solutions that meet customers' needs.

It is essential to establish clear roles and responsibilities , establish goals and objectives , and work together to achieve them . Effective teamwork also involves being open to feedback, supporting colleagues, and providing constructive feedback to improve performance.

The ability to provide efficient, effective, and high-quality service to customers relies heavily on this skill. By working collaboratively, customer service representatives can leverage each other's strengths and expertise to provide quick and effective solutions to customers' issues.

Teamwork also promotes a positive work environment, which can lead to increased job satisfaction, productivity, and employee retention.

16. Professionalism

Maintaining a professional demeanor with customers is yet another skill customer service professionals should master.

It involves presenting oneself in a polite, respectful, and courteous manner to customers, irrespective of the situation or circumstances.

The importance of professionalism in customer service cannot be overstated. A professional demeanor helps to build confidence and trust with customers , making them more likely to do business with a company in the future. It also helps to establish the reputation of the company as reliable, trustworthy, and customer-focused.

Professionalism in customer service is especially important in situations where customers are frustrated, angry, or dissatisfied. With this skill, customer service representative can de-escalate tense situations and work towards resolving customer issues.

17. Calm under pressure

When dealing with frustrated or upset customers or facing challenging situations, it is easy to become flustered, anxious, or defensive. However, remaining calm under pressure is essential to provide effective customer service.

Calmness under pressure is one of the soft skills that can be developed and improved with practice. You can try deep breaths, focusing on the present moment, and maintaining a positive mindset. Having a clear understanding of the situation and remaining empathetic towards the customer's concerns is also very important.

If you can manage high-pressure situations, de-escalate tense interactions, and provide customers with a positive experience, you are more likely to win or retain customers.

18. Conflict management

Conflict management involves handling disputes or disagreements between team members in a constructive manner, so that everyone can work together effectively to provide excellent customer service. Effective conflict management helps to prevent long-term negative effects on team morale, customer retention, and business success.

One of the key techniques for managing conflicts within the customer service team is to encourage open communication . All team members should feel comfortable sharing their opinions and concerns, without fear of retribution or retaliation. It's important to establish ground rules for communication, such as listening respectfully, avoiding personal attacks, and sticking to the topic at hand.

Another effective technique is to work collaboratively to find a solution. Team members should be encouraged to approach conflicts with a problem-solving mindset , rather than an adversarial one. This can involve brainstorming ideas, evaluating different options, and coming to a mutually agreeable resolution.

Remember that conflicts can arise from misunderstandings or differences in perspective. Active listening and empathy can help team members understand each other's viewpoints and find common ground. By acknowledging and addressing differences in a respectful and constructive manner, conflicts can often be resolved before they escalate.

19. Follow-up skills

After a customer has made a purchase or interacted with a business, following up with them is a great way to show that their satisfaction is important. It also helps to identify potential issues and areas where improvements can be made.

One of the most important aspects of follow-up skills is timeliness. Customers appreciate prompt follow-up after their interaction with a business. This can be in the form of a phone call, email, or even a message through social media. A timely follow-up shows that the business values the customer's time and wants to ensure that their experience was positive.

Another important aspect of follow-up skills is the ability to ask for feedback. Asking customers about their experience with a business can provide valuable insights into areas where improvements can be made. Customer feedback can be used to improve products, services, and overall customer satisfaction.

Effective follow-up also involves making commitments to customers and following through on them. If a customer has an issue that needs to be resolved, following up with them to ensure that the issue has been resolved to their satisfaction is important.

20. Upselling and cross-selling

Upselling and cross-selling are sales techniques that are often used in customer service to increase revenue and improve customer satisfaction.

Upselling involves suggesting a more expensive or premium version of a product or service that a customer is already interested in, while cross-selling involves recommending complementary or related products or services that the customer may also be interested in.

For the customer, these techniques can provide them with a better overall experience by offering them additional options and providing more value for their purchase. For the business, upselling and cross-selling can increase sales revenue and customer loyalty.

Upselling and cross-selling should always be done in a way that is respectful of the customer's budget and preferences. Being too pushy or aggressive can lead to negative customer feedback and hurt the business's reputation.

You should always focus on providing excellent service and meeting the customer's needs, while also offering additional products or services as appropriate.

21. Cultural awareness

In today's global marketplace, cultural awareness is an essential aspect of providing strong customer service.

Customers come from diverse backgrounds, and it's important to recognize and respect cultural differences to provide exceptional service. Cultural awareness involves understanding and appreciating different customs, traditions, and behaviors. This can include being mindful of differences in communication styles, personal space, and religious practices, among others.

By being culturally aware, customer service representatives can avoid misunderstandings and miscommunications , and create positive interactions with customers.

For instance, being aware of cultural differences in communication styles, such as directness and indirectness, can help representatives tailor their approach to meet the needs of customers from different backgrounds.

Similarly, being respectful of personal space and avoiding physical contact can make customers feel more comfortable.

22. Emotional intelligence

Emotional intelligence is the ability to recognize, understand, and manage one's own emotions, as well as the emotions of others. It is one of the most important soft customer service skills.

Having emotional intelligence helps service providers to empathize with customers and understand their needs and concerns . This, in turn, allows them to provide better support and solutions to the customer's problems.

When a customer is upset or frustrated, an emotionally intelligent agent can respond in a calm and supportive manner, which can help to diffuse the situation and resolve the issue more effectively.

Moreover, emotional intelligence allows support reps to manage their own emotions, such as anger or frustration, which can arise in difficult or challenging customer interactions.

By keeping their emotions in check and responding to customers with positivity and empathy, they can maintain professionalism and ensure that the customer's needs are met.

23. Critical thinking

The ability to analyze complex situations, identify potential solutions, and make informed decisions that benefit both the customer and the company is also a very important skill.

In customer service, critical thinking skills allow representatives to solve problems effectively and efficiently. When dealing with a customer issue, critical thinking enables representatives to identify the root cause of the problem and determine the best course of action to resolve it.

This often involves asking probing questions to better understand the customer's needs and concerns, and using sound judgment to make decisions that align with company policies and procedures.

Another important aspect of critical thinking in customer service is the ability to anticipate potential problems and proactively address them before they become larger issues. This could involve identifying trends in customer feedback or product performance and making recommendations to management for improvement.

24. Decision-making

Decision-making is an important customer service skill because it allows service providers to make informed choices that can positively impact the customer's experience.

Effective decision-making involves analyzing a situation, identifying the best course of action, and taking the necessary steps to implement that action. Customers often rely on customer service representatives to make decisions that can resolve their issues, and a well-informed and timely decision can lead to a positive outcome.

On the other hand, poor decision-making can lead to customer dissatisfaction, negative reviews, and even loss of business. Therefore, honing decision-making skills is crucial for providing excellent customer service.

25. Resourcefulness

Finding creative solutions to customers' problems is the last - but definitely not least - item on this list of great customer service skills.

When customers encounter a problem, they expect the customer service representative to be able to solve the issue quickly and efficiently. However, sometimes the solution to a customer's problem is not immediately apparent. This is where resourcefulness comes in .

Resourcefulness involves thinking outside of the box and finding unconventional solutions to problems. It requires customer service representatives to be flexible and adaptable, and to have a deep understanding of the products or services they are supporting.

Being resourceful also involves being able to leverage the resources available to you, whether it's utilizing online tools like customer service software or collaborating with team members to find a solution.

Implement These Important Customer Service Skills

Throughout this article, we have explored various key customer service skills that are essential for delivering excellent service and building strong customer relationships.

These skills include soft skills like active listening, empathy, adaptability, and patience, and some practical skills like conflict resolution, time management, and multitasking.

Mastering these skills is crucial for businesses to succeed and retain customers in today's competitive market.

By prioritizing customer service skills and providing ongoing training and support, businesses can create a positive customer service experience that not only meets but exceeds customer expectations.

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10 Customer Support Interview Questions and Answers

by Fang Mei

Published at: May 20, 2024

In the world of customer support, the human touch can make all the difference in shaping a customer's experience and perception of a company. As the front line of customer interactions, support professionals are essential to building and maintaining strong customer relationships. Acing an interview for a customer support role means demonstrating that you not only have the technical know-how but also the soft skills necessary to handle any situation with grace and professionalism.

This blog post offers a comprehensive guide to some of the most common customer support interview questions, complete with strategic ways to answer them and sample responses. These insights will help you prepare to showcase your customer-centric approach, problem-solving abilities , and capacity for delivering service that exceeds expectations.

Whether you're new to the field or a seasoned support specialist, these questions and answers will help you stand out in your next interview and prove that you're the candidate who can truly represent a brand with empathy and expertise.

Top Customer Support Interview Questions And Sample Answers

1. how do you handle a customer who is frustrated or upset.

Emphasize your empathy, active listening skills, and problem-solving abilities.

Sample Answer: "I listen attentively to the customer's concerns without interrupting, showing empathy for their situation. I then work to understand the root of the problem and offer a clear, step-by-step solution, ensuring they feel heard and supported."

2.  Can you provide an example of a time when you went above and beyond for a customer?

Share a specific story that highlights your dedication to customer satisfaction.

Sample Answer: "A customer needed a replacement for a defective product urgently. I expedited the shipping process and followed up with a personal call to ensure they received the new item in time for their event, which they greatly appreciated."

3. How do you manage multiple customers at once, especially during busy times?

Discuss your time management and prioritization skills.

Sample Answer: "I prioritize requests by urgency and complexity, addressing quick issues first to reduce the queue. For more complex issues, I ensure customers are informed about wait times and progress."

4. What do you think is the most important quality in customer support and why?

Choose one quality and justify its importance with examples or reasoning.

Sample Answer: "Empathy is crucial because it allows us to connect with customers on a human level, understand their experiences, and provide more personalized and effective support."

5. Describe a time when you received negative feedback from a customer. How did you handle it?

Show your ability to receive criticism constructively and take action to improve.

Sample Answer: "I received feedback that a customer felt rushed during a call. I apologized, reviewed the call to understand how I could improve, and since then, I've made a conscious effort to be more patient and present in each interaction."

6. How do you ensure you stay knowledgeable about the products or services you support?

Highlight your commitment to continuous learning and staying informed.

Sample Answer: "I regularly attend product training sessions, stay updated with internal communications, and take time to experiment with new features so I can confidently address customer inquiries."

7. How do you measure your success in a customer support role?

Mention specific metrics or feedback mechanisms you use to gauge performance.

Sample Answer: "Success in customer support is reflected in customer satisfaction scores, resolution times, and the volume of resolved issues. I also seek constructive feedback from peers and supervisors to continuously improve."

8. How do you handle a situation where you don't know the answer to a customer's question?

Discuss your resourcefulness and commitment to finding solutions.

Sample Answer: "If I don't know the answer, I'll admit it to the customer and assure them I'll find the information. I'll consult with colleagues or product documentation and follow up with the customer promptly."

9. What strategies do you use to calm down a customer who is angry or dissatisfied?

Explain your approach to de-escalating tense situations.

Sample Answer: "I remain calm and professional, using a reassuring tone. I acknowledge their frustration, restate their concerns to show understanding, and work diligently to resolve the issue, keeping them updated throughout the process."

10. How do you handle repetitive tasks and maintain a high level of service?

Describe how you stay motivated and ensure each customer feels valued.

Sample Answer: "I keep in mind that each interaction can greatly impact a customer's day. I stay focused on delivering personalized support by treating each case as unique, which also keeps the work engaging for me."

When answering these questions, it's important to balance your responses with both empathy and efficiency, demonstrating that you understand the importance of providing excellent customer service while also handling issues in a timely manner. Use examples from your past experiences to illustrate your points and showcase your problem-solving skills as customer support agent.

If you are searching for a remote customer support job and need help finding where to look? We are a remote job board with the latest jobs in various categories to help you. Join like-minded people in our LinkedIn and Facebook community.

Explore Other Interview Questions

How to Answer "How Do You Handle Criticism"?

How to Answer "Tell Me About Yourself?" in an Interview?

How to Answer "What is your Experience with Customer Service"?

How to Answer "Describe Your Experience Working With Diverse Teams Or Different Cultures"?

How to Answer The Interview Question "What Sets You Apart From Other Candidates"?

How to Answer "Why Are You The Best Person For This Job"?

How to Answer "Tell Me About A Time When You Had To Balance Competing Priorities"?

How to Answer "Why Should We Hire You"?

How to Answer "What Areas Need Improvement"?

How to Answer "Tell Me About A Time When You Had to Work Under Pressure?"

How to Answer “Tell Me About a Time You Received Constructive Feedback”?

How to Answer "What Is Your Greatest Accomplishment"?

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