Can a customer feel like you are refusing to help?

In a time of stress like this, your customer can feel like you are refusing to help them at all, even though it’s really a conflict about where the help will come from. I understand your frustration. For some customers, a lack of phone support is a deal breaker, and that’s completely understandable, but it’s not something we offer at this time.

When did you deal with a difficult customer?

Tell me about a time when you ensured that a customer was pleased with your service. Your answers should explain how you approach challenging situations with difficult customers, how you would deal with hypothetical customer service situations, and how you have dealt with difficult customers in the past.

What’s the best answer to a customer service question?

If you have experience solving a problem like this from a past position, you can reference it in your answer. Example: “I’ve found the most successful strategy for turning an unhappy customer into a happy customer is by actively listening to what they’re saying.

What should I do if a customer asks for a refund?

Give your support team a range of non-refund options if you can. ➤ For small refunds, the cost of discussing it with the customer may well exceed the funds saved. Perhaps you can just give the refund and invest in long term goodwill. ➤ Even when you can offer a refund, a refund request is an opportunity to understand your customer’s needs better.

How to respond to a customer service question?

Your answer should: 1 ✓ Avoid being pointlessly defensive 2 ✓ Align yourself with the customer 3 ✓ Give them a chance to feel heard, not blamed 4 ✓ Avoid accepting blame incorrectly

What to omit in a customer service response?

You can omit this if the customer isn’t threatening to leave. Position yourself with the customer against the problem, and gently remind them that they are the one holding up progress. Now that you’ve reset the conversation repeat what you need to help them. People often want phone calls because they worry about speed or being ignored.