From the course: Customer Service: Problem-Solving and Troubleshooting
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Give the customer options in unique situations
From the course: Customer Service: Problem-Solving and Troubleshooting
Give the customer options in unique situations
- Customer service can be challenging when trying to figure out the best way to deal with every specific customer situation. I've always advocated to clients having at least an idea of what the best or most appropriate response is but let's be honest, no two situations are ever alike. You need to be able to make changes quickly based on the current situation. One of the most valuable things we can do is give the customer options when dealing with a challenging situation. There's a lot of research that suggests that giving someone a series of options makes choices easier. Now, there's a fine line of too many options or too few but giving the customer especially a disgruntled one one specific option to fix their problem often creates a more challenging situation. Now, if you have a suitable solution, you don't always have to give options right away so you can say something like this, "I'm sorry you're so upset. Here's…
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