problem solving and customer service

Solving the 12 Most Common Customer Problems [Guide]

11 min read

A surefire way to improve engagement and retention is to focus on solving customer problems.

Think about it – what would you do if you needed help but all you got was an incredibly unhelpful customer service agent? Chances are, you would take your business elsewhere.

That is precisely why you need to focus on improving your customer service problem-solving and providing excellent support focused on reducing the number of dissatisfied customers.

Where to get started? That’s what this guide is for, outlining frequent customer service issues and their solutions.

• Customer service problem-solving is the process of identifying and efficiently resolving customer concerns in a timely manner.
• Focusing on solving customer problems is vital because it offers key benefits, like improved retention , satisfaction , and loyalty , along with reduced support costs.
• Common customer service issues include lengthy wait times, inaccessible human reps, slow resolution, inconsistent support quality , and poor communication skills of the support team.
• A few shared reasons, like insufficient training, limited staffing, complex customer issues, and no standardized procedures or centralized knowledge bases , cause these issues.
• Possible solutions for these complaints involve implementing callback systems, simplifying automated menus, establishing clear resolution timelines, and standardizing training.
• Some additional effective techniques for problem-solving include empathizing, active listening, sincerely apologizing, proactively communicating, and offering compensation where needed.
• Improving your self-service resources and ensuring consistent operating hours are also useful best practices.
• Ready to optimize your customer service problem-solving strategy? Schedule a Userpilot demo and see how you can get started.

Try Userpilot and Take Your Customer Experience to the Next Level

• 14 Day Trial
• No Credit Card Required

What is customer service problem-solving?

Customer service problem-solving is a discipline focused on optimally identifying, addressing, and resolving issues customers encounter with a product or service.

It is important to note that, contrary to its name, customer service problem-solving is not just about fixing customer complaints.

It’s much more complex than that.

It requires effective problem-solving skills along with other key capabilities like communication , empathy , and critical thinking. It’s also about creating a system where all customer issues are prevented or solved as fast and efficiently as possible.

If done right, customer service problem-solving offers great benefits, such as improved customer satisfaction and loyalty .

Why solving customer problems is so important

Providing excellent customer service is a whole art, one that requires you to develop a functional strategy to do it right. But once you perfect your customer service problem-solving and better train your customer service team, the benefits are endless. Here are just a few:

• Increases customer retention .
• Enhances customer experience .
• Builds customer loyalty.
• Encourages customer engagement .
• Reduces support costs.
• Facilitates customer feedback collection.
• Drives customer satisfaction.

12 most common customer service problems (and how to fix them)

Different companies run into several types of customer service issues. However, there are quite a few recurring customer queries and complaints almost all customer service agents face. So let’s deep dive into what these are and learn the golden rules needed to solve customer service problems.

1. Long wait times

When you look at customer feedback, a common problem that frequently comes up is how often customers have to wait for customer support . All these extended hold times and long queues just add to the customer’s annoyance and dissatisfaction .

Main reasons :

• High call volume.
• Insufficient staffing.
• Complex customer complaints.
• Inadequate training .
• Limited self-service options.
• Backlog of unresolved issues.

Implement a callback system so customers don’t have to wait hours to talk to a customer service rep. Next, focus on streamlining your processes and consider increasing staffing during peak hours. Lastly, introduce chatbots for instant support on low-priority issues.

2. Frustration with inaccessible human reps

Customers often get frustrated with complex automated customer service menus and the inability to reach a human representative.

• Cost-saving strategies.
• Fewer customer service representatives.
• Outdated technology .
• Poor menu design .
• Language limitations.

There are several ways to solve this customer service problem. Start by simplifying automated menus and adding a clear option to speak with a human customer service agent.

Additionally, create comprehensive self-service materials so customers can troubleshoot independently. Also, regularly test the system for ease of usability and accessibility.

3. Slow resolution times

The next common customer service problem is customers having to follow up multiple times to get their issues resolved. This need to constantly check up on the issue wastes more of the customer’s time and is a sign of poor customer service.

• High workload and ticket volume .
• Complicated customer issues.
• Poor internal communication .
• Incomplete issue documentation .
• Ineffective prioritization of tasks.

Establish a clear resolution timeline, improve internal communication, and ensure regular follow-ups with customers until the issues are resolved.

4. Inconsistent support across channels

Customers experience different levels of support quality depending on the contact channel they use. So, a chatbot might not offer much help but an email ends up providing effective customer service problem-solving. This inconsistency only leaves customers confused about which channel to trust .

Main Reasons :

• Varying levels of support training.
• Different support team structures .
• Inconsistent use of knowledge bases.
• Lack of standardized procedures.
• Limited integration between channels.

Start by providing consistent training and resources to service reps across all platforms. Next, ensure that all support channels are well-integrated so information and user data flow seamlessly between them.

A good example of such omnichannel communication is Bluehost, which offers the same quality of live chat and phone support.

5. Excessive transfers between departments

Instead of any issue resolution , customers are often transferred several times between departments without making any progress . In the end, all that’s left is an angry customer and their unresolved complaint.

• Poor initial issue categorization.
• High specialization within departments.
• Insufficient cross-department communication.
• Inconsistent problem-solving protocols.
• Miscommunication or misunderstandings.

Instead of having multiple departments handle specific issues, train all customer service agents to handle a wide range of problems . Also, establish clear protocols for when transfers are necessary and explain the procedure to customers as well.

6. Poor communication skills of customer service reps

Sometimes customers feel undervalued and misunderstood because the customer service representatives lack empathy , communication, or problem-solving skills.

• Insufficient training programs .
• Inadequate soft skills development.
• Lack of performance monitoring .
• Limited knowledge of products or services.
• Limited focus on customer empathy .

Invest in your customer support team, training them in skills like empathy, active listening, and clear communication. Introduce regular monitoring and evaluation of customer service interactions , via CES surveys for example, for quality control.

7. Insufficient knowledge among support staff

Oftentimes, support representatives fail at customer service problem-solving because they lack relevant knowledge . In some cases, they even recommend wrong solutions , which only worsen the customer complaint and potentially increase churn and losses.

• Lack of customer service training.
• Limited access to updated product information .
• Complex product or service offerings.
• Rapid changes in products or services.
• Poorly designed knowledge management systems .

Provide comprehensive training to your customer representatives, ensuring that they are well-versed with the product or service.

Next, try maintaining an up-to-date customer service knowledge base that is accessible to all. This way, representatives can refer to it whenever needed instead of suggesting flawed solutions.

8. Conflicting information from different reps

A common customer complaint is how often they receive conflicting information from different support representatives, leading to confusion and greater mistrust.

• Lack of clear documentation and standardized procedures.
• Inconsistent training across different departments.
• Outdated or inaccurate knowledge base .
• Insufficient supervision and monitoring .
• Varying levels of agent experience.

Make sure all customer service agents are on the same page, by standardizing important information and procedures. Moreover, ensure that each team member gets access to the same resources , training, and product information.

9. Perceived difficulty in contacting customer service

Sometimes, the customer service problem-solving quality itself isn’t the issue. Instead, the problem is that some companies avoid direct contact, making customers exert a lot of effort to get in touch with customer service.

• Cost reduction strategies.
• Overreliance on self-service options and automation .
• Limited staffing resources.
• Overwhelmed support infrastructure.
• Challenges in scaling customer support operations.

Make contact information easily accessible, mentioning it clearly at several touchpoints . Also, to cater to varying customer needs , provide multiple contact channels, and ensure prompt responses.

Hostinger does a good job at this, clearly outlining numerous support channels, along with links to other help center resources like tutorials :

10. Difficulty in resolving issues through self-service

Providing self-service options is great, but it shouldn’t be the only way customers can get help . Companies need to consider that not all customers find it easy to troubleshoot and resolve issues on their own.

• Complex or inaccessible UI design .
• Lack of sufficient information.
• Limited types of content (e.g. only blogs, no videos or tooltips ).
• Technical glitches or bugs .
• Inability to handle complex customer complaints.
• No human support options.

Simplify self-service interfaces and ensure easy access to human support as well for customers who prefer it.

Introduce various content types within the resource center , such as comprehensive and interactive guides , FAQs, blogs, case studies , checklists , etc.

11. Unresolved customer issues

Usually, the main reason behind decreasing customer satisfaction is simple: their problems and complaints aren’t getting resolved. When this happens, customers feel neglected and are more at risk of churning .

• Lack of technical skills and training.
• Inadequate knowledge management systems .
• Complexity of the product or service.
• High employee turnover affects resolution continuity.
• Poor integration between departments.
• Ineffective prioritization of customer issues.

To improve customer retention, implement a follow-up system to ensure all issues are resolved and offer timely updates to customers. In addition, provide personalized customer service to build trust and understand specific pain points so you can resolve issues better.

12. Inconsistent operating hours

Last but not least, a recurring customer service problem is when support is not available at consistent or convenient times. This just makes it harder for customers to seek help , causing them to ultimately give up on your business entirely.

• Limited resources for 24/7 support.
• Lack of sufficient staffing to cover all time zones.
• High cost associated with around-the-clock service reps.
• Difficulty in recruiting and retaining staff for non-traditional hours.

To avoid any confusion, standardize your operating hours and communicate them clearly to customers. If customer complaints about operating hours still continue, then consider providing extended hours as well.

Here’s an example by SiteGround that clearly advertises it’s 24-hour support:

Try Userpilot and Take Your Customer Service to the Next Level

The key customer service problem-solving techniques.

Now that you’ve gone over all the common customer complaints and queries, it’s time to focus on making sure they don’t happen again. To help with that, here are the top customer service problem-solving best practices guaranteed to delight customers.

Empathy, active listening, and personalization

One simple technique for providing the best customer support is to listen carefully. This requires that you solely focus on the customer without any distractions, show interest, and ask clarifying questions. Only through such active listening can you truly understand the customer’s needs .

Along with listening intently, you also need to be patient and reflect on the customer’s feelings. In other words, you must empathize with your customers’ experience before jumping to a solution. This helps build trust and rapport necessary for long-lasting relationships.

Lastly, it is important to acknowledge that all customers are unique, and therefore each customer’s problem should be treated individually. This allows for a more personalized solution , best-suited for the customer’s specific complaint.

Troubleshooting based on experience

It’s true – practice does make perfect. So if you want to improve your customer service problem-solving skills, the best way is through hands-on experience . The more practice you get working on and learning from previous cases, the more your ability to diagnose and fix issues will improve.

However, this doesn’t mean you don’t need any training at all. Instead, the two go hand-in-hand. Training provides the necessary foundational knowledge , while hands-on experience refines that knowledge through practical application .

Both these things also help ensure cross-department exchange of information and improved collaboration over time.

Providing sincere apologies

A golden rule of customer service: Never ever argue with the customer. When a customer is upset or in need of help, arguing with them will only make matters worse. Plus, arguing only further ruins the customer experience and could lead to negative word of mouth .

The right thing to do is to apologize sincerely. Often, a genuine apology is all customers need to feel validated, helping de-escalate the situation. Moreover, once you’ve apologized, customers are more open to trusting you, thereby making them receptive to any proposed solutions.

To ensure an apology is effective, it should be timely, specific to the customer’s issue, and accompanied by a clear plan for resolution. If done right, sincere apologies contribute greatly to customer satisfaction , loyalty, and a positive brand reputation.

Consistent follow-up and proactive communication

In order to provide effective customer support, simply resolving the problem is not enough. There are other elements you need to simultaneously take care of as well, to provide customers with a seamless experience throughout.

To start off, the service team must keep customers informed about the progress of their issues. This includes letting them know of any delays or necessary follow-up actions. Such transparency in the resolution process helps reassure the customer and highlights your commitment to customer service.

Even after providing a solution, you must follow up with the customer again to ensure the problem has been fully resolved.

Offer compensation

In certain cases, simply apologizing for the issue is not sufficient. Rather, it is important that you offer compensation for the negative experience.

This helps repair the relationship by demonstrating accountability on your part and showing how committed you are to customer satisfaction . It also provides a tangible gesture of goodwill , which can hopefully reduce any negative impact the issue may have caused.

Glovo (a food delivery app) is a good example to quote here. If your order is missing some parts or has other issues, Glovo often issues instant refunds.

Improving self-service resources

Finally, the last trick to perfecting your customer service problem-solving ability is to create comprehensive self-service options . These can include resource centers, knowledge bases , how-to videos, community forums, help center portals, user guides , and more.

Providing these resources empowers customers to quickly resolve issues on their own, reducing wait times and boosting satisfaction . Additionally, self-service portals also decrease the workload on customer service teams, enabling them to focus on more complex inquiries.

For example, here’s a look at the self-service options Zendesk offers:

Effectively and quickly solving customer problems is crucial for driving retention and enhancing satisfaction. But there are several other facets to customer service problem-solving to keep in mind too, such as empathy, active listening, and other soft skills.

To make things easier, try keeping a few tips and best practices in mind. For example, focus on training your customer service team, proactively communicating, offering multiple channels of contact, and enhancing self-service resources.

With all these techniques in hand, you’ll be able to reduce churn and create a positive customer experience in no time!

Want to get started solving customer problems? Get a Userpilot Demo and see how you can improve customer loyalty.

Try Userpilot and Take Your Customer Loyalty to the Next Level

Leave a comment cancel reply.

Save my name, email, and website in this browser for the next time I comment.

Get The Insights!

The fastest way to learn about Product Growth,Management & Trends.

The coolest way to learn about Product Growth, Management & Trends. Delivered fresh to your inbox, weekly.

The fastest way to learn about Product Growth, Management & Trends.

You might also be interested in ...

How to announce ui updates to users: best practices and examples.

Userpilot Content Team

10+ Notification Types For Engaging Users in SaaS

What is a preloader and how to use it right in your saas - examples and best practices.

12 Top Techniques for Customer Service Problem Solving

In the dynamic landscape of customer interactions, effective customer service problem solving is more than beneficial — it's a necessity. It's about recognizing that every conversation is an opportunity to transform a challenge into a solution. This approach leads to an enhanced customer experience, where every interaction is valued.

Along with the do's, we'll highlight some critical don'ts to avoid. Whether you're new to the industry or a seasoned professional, this blog post is dedicated to uncovering effective strategies and techniques that will elevate your customer service problem solving skills to the next level.

Understanding Customer Service Problem Solving: The Essentials

The essence of problem solving in customer service lies in effectively identifying, understanding, and addressing the challenges faced by the customer. This skill set goes beyond issue resolution; it encompasses empathy and practical knowledge to develop solutions that elevate the experience with your brand. On a general level, this can be achieved through active listening and ensuring that service representatives grasp each customer's unique situation. Most customers do not want robotic replies, especially when they are being told "no." They want tailored replies and solutions to their issues.

Why is problem solving in customer service so important? It stands as the cornerstone of building customer retention and trust. When issues are resolved with care and efficiency, it reinforces confidence in your brand. It also solidifies a strong, positive brand reputation. This proactive approach in addressing customer needs helps foster long-term relationships. Further, it ensures a lasting impact on your business's image and customer loyalty.

12 Key Customer Service Problem Solving Do's and Don'ts

Do regularly train and update your team's skills.

Why It's Important: Customer service training plays a vital role in keeping your team equipped to handle a wide array of customer issues effectively.

Example: Implement regular training sessions that cover new customer service tools, communication techniques, and updates about products or services. This could involve workshops on handling difficult conversations or training on new software features.

Best Practice: Schedule ongoing training and development programs. Encourage continuous learning by providing resources like webinars, workshops, and access to relevant industry content.

Do Celebrate and Share Positive Feedback

Why It's Important: Sharing positive customer experiences can motivate your team and demonstrate the value of excellent customer service.

Example: When a customer compliments a team member or expresses satisfaction with a resolution, share this feedback with the team. This not only boosts morale but also sets a standard for the quality of service.

Best Practice: Create a system for collecting and sharing positive customer feedback to highlight success stories and best practices. This can be done both internally within the team and externally on social media or marketing materials. You may also consider incentivizing positive feedback. For example, if an employee receives 20+ 5 star reviews via the customer feedback survey, they receive a $25 Starbucks gift card.

Do Utilize Technology to Enhance Efficiency

Why It's Important: Leveraging the right technology can significantly streamline service processes, leading to quicker problem resolution and more proactive customer support.

Example: Implementing a customer service ticketing system can help track and manage customer queries more efficiently, ensuring no issue is overlooked. Also, implementing chatbots on your website can create an added level of convenience for your customers.

Best Practice: Research and invest in customer service tools that suit your business needs. This might include CRM systems, chatbots, or advanced ticketing systems.

Read More: What is AI Ticketing and 10 of Its Benefits to Customer Support Businesses

Do Create Personalized Customer Engagement

Why It's Important: Personalized customer interactions based on the customer's history and preferences demonstrate a deep understanding of their needs.

Example: Use data from previous interactions to tailor your approach. An example is referencing a customer's past purchases or support issues when offering assistance. This shows the customer that they are valued and remembered.

As you go down this path, you can begin to segment your client base into specific customer types. Some examples might be the "tech-savvy," "senior citizen," and "business-owner." You can approach each of these customer types with a different style, and can even consider personalized email messaging.

Best Practice: Train your team to use customer data effectively to personalize each interaction. Utilizing CRM systems can help in storing and retrieving relevant customer information to make each interaction more personal and meaningful.

Do Offer Multi-Channel Support

Why It's Important: Providing multichannel customer support meets customers where they are most comfortable. This can be whether it's via phone, email, social media, or live chat.

Example: A customer prefers to communicate via social media messaging for quick queries but uses email for more detailed discussions. Offering both channels caters to their preferences.

Best Practice: Implement a strategy that integrates various communication channels seamlessly. This can help provide consistent and effective customer support across all platforms. Most employees can be cross-trained on all these platforms, which is something the organization should strive for.

Do Understand and Adapt to Generational Differences

Why It's Important: Effective communication strategies are key to tailoring your approach to meet the varying needs of each generation.

Example: While a baby boomer might prefer a detailed phone conversation with plenty of confirmation throughout, a millennial might favor a quick chat message.

Best Practice: Train your team to recognize and adapt to the differing needs of each generation. Coming up with a "cheat sheet" of things to keep in mind for each age bucket can be a great resource for employees.

Read More: Customer Service Excellence Across All Generations

Don't Make Assumptions About the Customer's Issue

Why Not: Jumping to conclusions without fully understanding the customer's problem can lead to miscommunication and potentially worsen the situation. It's crucial to approach each issue with an open mind.

Example: If a customer is unhappy with a product, avoid assuming it's due to user error. It could be a misunderstanding about the product's features or an actual defect. Assuming user error can infuriate a customer as they consider you are blaming them directly for the issue they are having.

Better Approach: Always ask clarifying questions and listen carefully to the customer's explanation. This ensures that you fully understand the problem before offering a solution. An example might be if you offer computer security software that requires user set-up. You, as the employee, should be knowledgeable about the process already. Ask the customer to explain the steps they took during installation to see if they have missed one or done things out of order.

Don't Neglect the Emotional Aspect

Why Not: Focusing solely on the technical side of a problem-solving process and ignoring the emotional intelligence in service can make them feel undervalued and frustrated. Focusing on emotional intelligence gives a more comprehensive understanding of the customer's feelings.

Example: If a customer is upset about a delayed shipment, simply explaining the logistics process without acknowledging their frustration can leave them feeling unheard. They want to know that you understand where they are coming from.

Better Approach: Empathize with the customer's emotional state. A simple acknowledgment like "I understand how frustrating this must be" can go a long way in calming an upset customer and building rapport. Using the logistics example, put yourself in the customer's shoes. They may be waiting for an important package, perhaps a medical device, or a birthday gift for a loved one. Each situation should be treated as if the package contains something of timely importance, not just any materialistic good.

Don't Overlook the Importance of Follow-Up

Why Not: Failing to follow up can leave customers feeling neglected and can lead to unresolved issues resurfacing.

Example: After resolving a customer's issue, not checking back to confirm their satisfaction can lead to missed opportunities for feedback and improvement. For example, let us say that you work for a telecommunications company. You visit a client to resolve an issue with a cable tv box that seems to turn off at random intervals of use. You have not heard from the customer in a week. Even though it is safe to assume that all is well, it is still a nice gesture to check in with the customer to ensure everything is working well. They will appreciate that and likely remember you for outstanding service.

Better Approach: Implement a system to routinely follow up with customers after their issues have been addressed. This will help increase satisfaction and provide valuable feedback. This can be done via an email survey, phone call, or even personal visits, depending on the type of business.

Don't Underestimate the Power of a Knowledge Base

Why Not: A well-maintained knowledge base is a vital tool for efficient problem solving. Neglecting it can lead to inconsistent or outdated information being provided to customers.

Example: Customer service representatives relying on an outdated knowledge base might provide incorrect information. This can lead to further customer frustration. For example, a customer may be calling you back about an issue regarding a malfunctioning cable TV box. If you do not have a record of the initial call notes, or have notes about a similar issue from two years ago, this is cause for confusion and frustration.

Better Approach: Regularly update and maintain your knowledge base. This ensures that your team has access to accurate and current information, which is important for effective problem-solving. Investing in good cloud-based knowledge base software is a prudent step.

Read More: Everything You Need to Know About Customer Service Knowledge Base Software

Don't Dismiss Customer Feedback

Why Not: Ignoring customer feedback can lead to repeated mistakes and missed opportunities. Customer feedback analysis is essential for continuous improvement and innovation.

Example: Not taking customer complaints seriously or considering them for future changes can result in a loss of trust and customer loyalty. For example, let us imagine that you manage the mens clothing design at a noteworthy athletic brand. You change the design of a pair of popular pants and start to receive negative feedback about the fit on post-purchase surveys. If you take no action, customers could boycott your brand.

Better Approach: While it is one thing to actively encourage customer feedback, it is another to action this feedback into a tangible result. Use received feedback to inform service improvements for customers and training programs for employees.

Don't Rely Solely on Scripted Responses

Why Not: Over-reliance on scripted responses can make customer interactions feel impersonal and ineffective, especially in complex problems.

Example: Using a standard script for a unique problem can frustrate customers who seek a more personalized approach. For example, imagine you are a customer looking for a refund on a product you did not receive, even though the company claims to have shipped it. If the company replies using a generic response such as, "while we are sorry your item did not arrive, we completed our end of the agreement by sending it out. Please follow-up with the shipping company." While this is technically correct, customers do not want to be passed from company to company to get their answer. In this case, it might be more valuable for the seller to contact the shipping company on the customer's behalf and open up an investigation. Going the extra mile saves the customer added time and frustration. It might also score you, as the seller, some extra points and loyalty.

Better Approach: Train staff to use scripts as guidelines rather than strict rules. Encourage them to personalize interactions based on the specific context and customer needs.

Read More: Seamless Customer Experience: Top 10 Strategies for Better Service Delivery

The Bottom Line: Mastering Customer Problem Solving

Effective customer problem solving is essential in the dynamic world of customer service, turning every interaction into an opportunity for positive change. As highlighted earlier, addressing and solving customers' problems is not just about quick fixes but about creating lasting relationships. This involves actively listening, empathizing, and using tailored strategies to meet individual customer needs. This approach not only resolves immediate concerns but also sets a high standard for customer service, contributing to the long-term success of any business.

To elevate your team's game, explore Giva's innovative Customer Service Software . With features like a customizable dashboard, robust reporting analytics, and quick setup, Giva is designed to streamline your customer service process. Experience Giva's impact on your customer service delivery by trying it free for 30 days .

• Customer Service Best Practices
• HIPAA Compliance
• Help Desk Best Practices
• Insights For CIOs & IT Directors
• Insights For Customer Service Leaders
• Outsourced Call Center
• Outsourced Customer Service
• Outsourced IT Help Desk
• Software as a Service-SaaS
• Customer Service
• IT Service Management
• IT Change Management
• Knowledge Management
• Asset Management
• All Products
• Help Desk/ITSM
• The Giva Difference
• HIPAA Compliant
• IT Ticket Systems
• Customer Service Ticketing
• Reporting Analytics
• Compliance & Security Certificates
• Integrations
• All Features
• Healthcare Organizations
• Hospitals, Clinics & Rehab Centers
• Healthcare Providers
• Healthcare 3rd Party Services
• Behavioral & Mental Health Services
• Telehealth/Telemedicine
• Legal Firms & Law Offices
• Financial Services & Banking
• Universities & Colleges
• Nonprofits, Charities & NGOs
• All Solutions
• Compare Giva
• 14 Best ITSM Solutions
• 20 Best IT Change Management Solutions
• 32 Best Help Desk Solutions
• 24 Best Customer Service Solutions
• Case Studies
• Testimonials
• All From Our Customers
• Support Tools & Templates
• HIPAA Resource Center
• Customer Service Resource Center
• ITIL Resource Center
• Conferences & Events
• All Resources
• Avoid Software Buying Mistakes
• Tough Vendor Questions
• IT Help Desk Whitepapers
• Customer Service Whitepapers
• Healthcare Technology Whitepapers
• Law Firm Help Desk Whitepapers

Sign up free

13 Effective Tips for Customer Service Problem-Solving

September 20, 2024

Offer better customer service with training

In the customer service world, challenges arise when you least expect them. Whether you're a seasoned professional or just starting, mastering the art of problem-solving is essential.

In this article, we’ll share with you 13 simple yet effective tips and techniques that will empower your team to navigate customer service issues like a pro.

From active listening to setting realistic expectations and offering solutions, these strategies will benefit your business by enhancing your team’s problem-solving skills and boosting customer satisfaction.

Why are problem-solving skills important in customer service?

Problem-solving skills are crucial in customer service because they turn frustrating situations into bright opportunities. When you effectively identify and address customer issues, you also show that you genuinely care about their satisfaction.

These skills build trust, improve customer loyalty, and lead to positive word-of-mouth recommendations. Moreover, they help your team handle challenges efficiently, reducing stress and improving overall job satisfaction.

In short, mastering problem-solving in customer service is the key to creating happy customers and a thriving, customer-centric business.

1. Practice active listening

Active listening is a vital technique in customer service problem-solving. It involves fully focusing on what the customer is saying, not just waiting for your turn to speak. To practice it effectively, encourage your team to maintain eye contact, nod in acknowledgment, and use phrases like "I understand" to show empathy. Let them practice how to avoid interrupting and give customers the space to express themselves fully.

By truly hearing your customers’ concerns and needs, your team can respond more precisely and find solutions that leave customers feeling valued and satisfied. This successfully turns potentially challenging situations into positive experiences. SC Training (formerly EdApp) can strengthen your team's customer service skills by offering interactive and customized training courses on problem-solving and dealing with difficult customers .

Through scenario-based simulations, your team members can practice resolving real-life customer issues in a safe learning environment. Its reporting and analytics features allow you to monitor individual progress, identify areas for improvement, and provide targeted feedback.

With the flexibility of mobile learning , your team can also access training anytime, anywhere, making it convenient to sharpen their problem-solving abilities. Plus, SC Training's engaging and adaptive content makes sure that your team stays motivated and develops the critical skills needed to excel in customer service problem-solving.

Sign up to SC Training for free to unlock your customer service team’s best potential.

2. Stay calm and patient

Staying calm and patient is a superpower in problem-solving. When your team keeps their cool even in tough situations, it sends a reassuring message to the customer that they’re competent and there to help.

Some tips you can give them are to take deep breaths, to remember it's not personal, and to not rush through the conversation. Pausing to collect their thoughts can also lead to better solutions and prevent the situation from escalating.

With this customer service problem-solving skill, your team gains the upper hand in resolving issues effectively, creating happier customers, and making their jobs less stressful in the process.

3. Apologize sincerely

Apologizing sincerely is a golden technique in customer service. When your team members genuinely say, "I'm sorry," they show empathy and take responsibility for any inconvenience the customer has faced, regardless of fault.

This simple act of acknowledging their frustration can go a long way in diffusing tension and starting the path toward resolution when it comes to customer service problem solving. A sincere apology demonstrates that your customer service team cares about their experience and is committed to making it right.

So, don't let your team underestimate the power of a heartfelt "I'm sorry" in turning a customer's problem into an opportunity to leave them feeling valued and satisfied.

4. Take ownership

Taking ownership is a remarkable technique when dealing with customer problems. When your team members accept responsibility for resolving an issue, they send a clear message to the customer that their concerns matter to your business.

It doesn't matter if your product or service caused the problem. By taking ownership, your team demonstrates a commitment to finding a solution and ensuring their satisfaction. This step builds trust and confidence in your customers, showing that your team is there to support them every step of the way.

Encourage your team to say, "I'll take care of this for you." It's a powerful way to transform challenges into opportunities in exceptional customer service problem solving.

5. Set realistic expectations

Setting realistic expectations is an important step for customer service problem solving. When you communicate clear timelines, you're being honest and transparent with what the customer can expect.

This helps manage their expectations and prevents disappointment down the road. Under-promising and over-delivering is a technique your team can use to make sure that they have the time and resources needed to meet or exceed the commitments they’ve made.

This technique not only prevents misunderstandings but also creates a positive experience by showing that your team is dependable and trustworthy. It ultimately makes customers happier and more satisfied with the service they receive.

6. Collaborate with colleagues

Letting your team members collaborate with their colleagues for problem-solving is like having a superhero team for customer service in your organization. Sometimes, challenges are complex, and it's perfectly okay to call in reinforcements.

They can also involve other team members or departments when needed, ensuring that they have all the expertise and resources at their disposal. Effective internal communication is the key here; so make sure that everyone is on the same page.

This customer service problem solving example helps find more comprehensive solutions and demonstrates a unified commitment to customer satisfaction. So, remind your team that they’re not alone in this mission–collaborate, conquer, and make your customers' day better together.

7. Offer solutions

Offering solutions is not just about acknowledging the issue; it's about actively seeking ways to fix it. Presenting practical solutions to the customer's problem shows that your team is dedicated to making things right and that customer satisfaction is their top priority.

So when faced with examples of problem-solving scenarios, have your team discuss the options, outlining the pros and cons if necessary, to help your customers make an informed decision.

Offering solutions not only resolves the immediate problem but also fosters trust and loyalty, leaving customers feeling heard, valued, and confident in your team’s ability to provide exceptional service.

8. Follow up with an email/call

Once the issue is resolved, your customer service team shouldn’t leave your customers hanging. They should take the extra step to check in with them. Whether it's a quick email or a phone call, asking if everything is going well shows that your team genuinely cares about their satisfaction even after the problem is resolved.

It's a fantastic way to ensure their needs are fully met and to gather valuable feedback for continuous improvement. Following up not only leaves a lasting positive impression but also transforms a simple resolution into a memorable and delightful customer experience . So, remind your team to circle back and make sure that your customers are smiling long after the issue is history.

9. Document the interaction

When your team members keep detailed records of customer issues and the steps taken to resolve them, they’re creating a valuable resource for your customer service team.

These records offer a clear picture of past challenges and solutions, making it easier to spot trends and identify areas for improvement. Plus, they guarantee consistency in your service by allowing any team member to pick up where you left off, providing a seamless customer experience.

Think of documentation as your team’s secret weapon for conquering future customer service adventures, helping them navigate problems with confidence and precision.

10. Learn from each case

After resolving an issue, let your team take a moment to reflect on what went well and what could be improved. Have them analyze customer feedback and common issues to identify patterns and trends.

By turning each case into a learning opportunity, your team can continually refine their problem-solving skills and fine-tune your business’s customer service approach. It's the key to growth, making sure that you and your team are always ready to tackle new challenges with even greater expertise. This ultimately creates happier customers.

11. Empathize with your customer

Developing empathy is one of the most effective ways to resolve customer issues. Once you've given them the space to voice their frustrations and problems fully, your team should respond calmly.

To practice empathy, encourage your employees to paraphrase the problem. This shows the customer that your team listens intently before presenting solutions. It's also an effective way to check that they have understood the issue correctly and didn't miss anything important.

12. Use digital tools to streamline the process

If your company has the budget, another tip is to invest in digital tools to streamline the support process. This can be done by setting up a ticketing system or chatbots on your website. This small addition will help boost the efficiency of your team's workflow.

This helps preface the customer's problems, as each conversation is stored in the cloud and later shared with your team. In this way, they won't be joining the dialogue on a blind note. It will also help them craft solutions earlier, which they can bring up once they've been connected to the customer.

13. Share positive feedback

Being a part of this industry is not an easy job. To hone their problem solving skills in customer service, your workers must develop mental fortitude to stay calm in the face of aggressive behavior. There are many instances when the conversation can get frustrating, but they must remain patient regardless. This is why it's important to celebrate small wins and share positive feedback.

It's a great way to motivate the rest of your team while giving credit where it's due. This could also inspire others to do better in handling customer service problems and solutions. Luckily, we've got just the right avenue for you. Celebrate your team's achievements with SC Training's custom certificates .

This feature gives you the freedom to squeeze in your company's name and logo to stay true to your branding. This can be shared on social media accounts to reinforce your company's commitment to excellent customer service. Brainstorm effective tips for customer service problem-solving. Sign up for SC Training today.

Donna is an elearning content writer for SC Training (formerly EdApp), a mobile-based microlearning platform designed for today's digital training needs. When she's not writing web articles, she writes lines of code or songs or anything food-related.

Explore more

Explore case studies

Learn how customers like you use SC Training (formerly EdApp). Their results speak for themselves.

Book a demo

Get a tour of our core products and features with one of our experts.

Take a bootcamp

Instantly access our video library updated weekly with live demonstrations.

Check out G2 reviews

Don't take our word for it. Here’s what our customers have to say.

• 888-636-1222
• Make a Payment | Contact Us

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

Related posts.

Active Listening Customer Service: Key to Business Success

What Is A Warm Transfer?

What Is a Good Definition of Customer Service?

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.

Related articles

7 Support Phrases Customers Hate to Hear (and What to Say Instead)

How to respond to negative reviews about your business, how to write a helpful bug report that gets your issue fixed, the best customer service tips every week. no spam, we promise..

Get guides, support templates, and discounts first. Join us.

• Customer experience management

8 customer service challenges and how to resolve them

The most important skill for a customer service agent to learn is empathy. that, plus a well-crafted customer service plan, can solve nearly any problem that arises..

• Sandra Mathis, Microsoft

Customer service agents are the first line of defense in solving issues and managing customer expectations , but finding a solution is not always as easy as it seems.

How an agent addresses a challenge can be the difference between a repeat customer or one that will seek out a competitor. Understanding the top eight common challenges -- and how to address them -- is only the first step to ensuring long-term customer loyalty .

1. Managing customer expectations

The core of all customer service interactions is understanding the customer's needs and the best way to satisfy them. It begins with customer service agents actively listening to the customer as they explain their issue. Next, agents must act as investigators as they take that information and ask additional questions to get to the root cause of the problem. Then, they can identify the best solution based on the company's processes and procedures.

Customer service agents must empathize with customers because they need to build a relationship that instills trust. If the customer knew how to resolve the problem independently, they would not have reached out for help. The customer service agent can address the issue beginning with an apology:

This article is part of

Ultimate guide to customer service for businesses

• Which also includes:
• 10 customer service best practices to follow
• 13 customer retention strategies that work
• 5 examples of bad customer service and how to avoid them

Download this entire guide for FREE now!

"Mr. Black, we're sorry for the problem you are experiencing. Let's see how we can get this matter resolved for you. Can you tell me more about what's happening? "

Then, the agent can ask follow-up questions to help get more context for the problem. Once the agent identifies the root problem and possible cause, they can start finding viable solutions.

2. Not having a satisfactory answer

The general expectation is that a service agent will resolve any concern or problem a customer may have. However, a time will inevitably come when a customer service agent cannot answer a customer's question or provide a satisfactory resolution to their problem. If a proper solution takes time beyond the first call, customers should have their expectations managed with regularly scheduled follow-ups . A possible response to a customer could be:

"Ms. Johnson, I am looking at your account information. Based on what you are telling me and what I can view on your account, I will need to follow up with another agent to give you the correct information on the next steps. Can I place you on hold for two minutes to do that follow-up?"

It's essential to manage expectations and provide an update if a full resolution is still in progress. It's critical not to leave the customer wondering.

3. Transferring customer calls too frequently

There are two red flags for customers when they contact a customer service department -- a phone tree that goes on and on and automated messages that transfer them from team to team. While a call sometimes needs to be transferred to better support a customer's needs, making this process as seamless as possible is crucial to creating a superior customer experience. The agent should inform the customer who they will be speaking to and why this transfer is appropriate to their particular needs. A possible response might be:

The general expectation is that a service agent will resolve any concern or problem a customer may have.

"Ms. Hall, I am going to transfer you over to Sue, who is in the payments department. She is better able to look into the details of what happened with your bill back in September. I will remain on the line with you as this takes place."

4. Upset customers

An unfortunate yet common experience is encountering angry customers, and it takes skill to handle them appropriately . Customers want their dissatisfaction taken seriously and their problem resolved as quickly as possible. It is essential that a customer service agent listens and responds with genuine empathy and compassion during these interactions. A good guideline is to apologize for the situation; a customer service agent should take responsibility and accountability for the organization.

"Mr. Smith, I'm sorry this happened. Let me see what I can do to resolve this situation for you as quickly as possible."

5. Customers are dealing with service outages

It is paramount to be transparent with customers about what the service team does and does not know when service outages happen. The best approach is to explain what the problem appears to be at that moment, including if there is no current estimated time of resolution. There is often an ongoing communication response plan by those working on the outage or crisis response teams in cases like this.

"Mrs. Jones, I'm sorry that this outage has impacted you. The service outage is on our end, and our response team is diagnosing the problem with our technicians. Once we have a clear idea of the cause, we can provide an estimate for when the service will be restored. Based on my current information, we expect to get our next update in an hour. At that point, I could provide an update via email or text message, depending on your preference. Thank you for your patience and understanding."

6. Lack of time due to serving multiple customers at once

Addressing multiple tasks and customers at a time is sometimes unavoidable. It's often best to have a method in place to handle these scenarios when they arise. When addressing the first customer, the agent should inform them it will take time to manage their inquiry or find a solution. Often, customers are okay being placed on hold if it means a resolution is coming.

"Ms. Lee, are you okay if I place you on hold to look into this situation further? It should only take me a couple of minutes."

Then, if another call comes through, the customer service agent will be expected to multitask both interactions. The goal should be to create an experience that feels personalized -- even while handling multiple calls. This is a skill that will develop over time and takes practice to perfect .

7. Not having a solution to the customer's problem

Occasionally, a customer may have a request that goes beyond what a company provides or offers. In such a situation, the customer service agent is responsible for managing expectations. It's best to give a 'soft no' and provide a comparable alternative if possible.

" Thank you for calling, Mr. Adams. Unfortunately, this is not something we currently offer, but we can do X, which is not quite the same but may still address your needs."

8. Customer service inquiries are not consistent

As service and product offerings evolve, new procedures for addressing issues can come from ad hoc experiences. As a result, the customer service experience may be inconsistent and not align with the customer service workflow or the appropriate stage in the customer journey . The agent should be able to use their expertise to help address any discrepancies. As the customer service team compares the agent's work against the established customer service plan , they can identify key areas to be revised while keeping the customer journey in mind.

Applying the tips identified in these eight scenarios will enable customer service agents to tackle challenging customer service situations and help build long-lasting customer loyalty .

Top 5 challenges in field service management

What are the different types of contact centers?

10 examples of AI in customer service

The future of customer service: 12 trends to watch

Related Resources

• The Rise of South Africa as a Global CX Hub –Hinduja Global Solutions
• Top Considerations for a Future of Experience-Centric Digital & AI Interactions –Webinar
• Dutch Bros Coffee Balances Speedy Service & Meaningful CX –Webinar
• Customer experience maps vs. customer journey maps –TechTarget ComputerWeekly.com

Dig Deeper on Customer experience management

What is first call resolution (FCR)?

Defective CrowdStrike update triggers mass IT outage

contact center management

IT incident management

Information governance is a broad discipline with many different certifications. The most common include ARMA's IGP, AIIM's CIP ...

These enterprise content management certifications can help business and IT professionals advance their careers and get more out ...

Copilot -- Microsoft's AI chatbot tool -- works in several other apps, including SharePoint. Together, Copilot and SharePoint can...

Microsoft 365 Copilot, an AI assistant, offers several promising features. Find out how to configure Copilot with Teams workflows...

With its AI capabilities, Microsoft Copilot provides several enhancements to Microsoft Teams functionality, including meeting ...

Organizations have ramped up their use of communications platform as a service and APIs to expand communication channels between ...

Metadata management tools can range from comprehensive packages of many features to masters of a specific niche. Consider 9 of ...

The vendor's new feature aims to aid organizations that deal with sensitive data by enabling them to manage pipelines from ...

Data governance isn't plug and play: Organizations must select which data governance framework best fits their business goals and...

Explore strategies for managing sensitive data in enterprise AI deployments, from establishing clear data governance to securing ...

Project Amelia is a selling expert that provides sellers with answers to questions. It makes use of broad knowledge and will soon...

AI and machine learning models use a variety of learning methods to process and analyze data -- but regardless of how a model is ...

Connected worker capabilities are now part of the Plex smart manufacturing platform, designed for manufacturers to address worker...

Oracle unveils new capabilities for AI use cases, smart manufacturing and sustainability for Oracle Fusion Cloud SCM applications...

Communicating effectively about an ERP implementation is a must because of the complexity and stress of the project. Learn what ...

Success in your inbox

Get monthly insights handpicked by our editorial team. Act on it.

LiveChat helps you delight your customers and fuels your sales.

Connect with customers

LiveChat is a complete customer service platform that delights your customers and fuels your sales.

Trusted by 36,000+ companies

Showing top 0 results 0 results found

13 Common Customer Service Problems and How to Solve Them

• Post on Twitter
• Share on Facebook
• Post on LinkedIn
• Post on Reddit
• copy-button#copy track#send" data-controller="track" data-track-category="Success" data-track-action="Share" data-track-label="Copy link" > Copy link to clipboard Link copied to clipboard https://www.livechat.com/success/common-customer-service-problems/

Resolving customer issues swiftly can have massive results for your business. Higher customer satisfaction, retention, loyalty, and improved bottom line are just some of them.

This is how powerful good customer service is. 

On the flip side, consider the fallout from poor customer service: a tarnished reputation and the likelihood of customers flocking to competitors. 

To offer exceptional support, you need to avoid common customer service problems .

In this article, I will discuss 13 issues that companies face and how to solve them with LiveChat.

Why is it crucial to solve customer service problems?

Solving customer service problems has a profound impact on your business’ bottom line and reputation.

For instance, a report from Qualtrics XM Institute highlights that 53% of consumers have reduced their spending following a single bad experience with a company, and globally, businesses lose a staggering $4.7 trillion in consumer spending due to poor customer experiences​.

Additionally, 85% of customers who have had poor service will avoid the company that provided it, with half stating they will never use the business again​​. 

These statistics underscore the economic and reputational risks associated with poor customer service.

Here are five reasons why you need a positive customer service experience:

• Acquiring new customers : Acquiring a new customer is more expensive than retaining an existing one. By solving customer service problems efficiently, you can retain your customer base and create a reputation that attracts new customers.
• Building customer loyalty : When you provide solutions to common customer service problems, your customers will feel valued and understood. As a result, they will be more likely to buy again.
• Enhancing brand reputation : Every customer interaction shapes the public perception of a brand. Efficiently addressing customer service problems helps maintain a positive brand image and can mitigate the damage from negative reviews and customer complaints .
• Increasing employee satisfaction : When you equip your customer service team with the right tools and strategies to handle customer service problems, their stress levels and job satisfaction improve. Happy customer service reps provide better support, creating a positive feedback loop that benefits all stakeholders.
• Leveraging customer feedback : Resolving customer service issues gives businesses a unique opportunity to gather valuable feedback. This feedback can be instrumental in refining products and services, ultimately leading to innovation and improved customer satisfaction .

13 common customer service problems and their solutions

If you already run a customer service team, you know every interaction counts. From the first greeting to the final resolution, each step either builds up your reputation or tears it down. 

In this section, we’ll explore common customer service challenges that can make or break your customer relations . 

Why are these issues problematic? What are the practical solutions to turn potential frustrations into opportunities for excellence?

Let’s find out!

1. Delayed responses and long wait times

Nothing tests a customer's patience quite like delayed responses and long wait times. 

Whether it’s listening to a looped melody on phone support or staring blankly at a screen waiting for an agent to reply, customers just don’t like to wait. And rightly so.

This slow service often leads to customer dissatisfaction and can significantly increase churn rates as customers feel undervalued and overlooked.

What are the reasons?

• Insufficient staffing : Often, there are simply not enough customer service representatives to handle the volume of inquiries, leading to longer wait times.
• Inefficient processes : Outdated or cumbersome service processes can slow down response times, causing delays in addressing customer concerns.
• Lack of automation : Without automated systems to handle routine inquiries, staff can become overwhelmed, increasing the response time for more complex issues.

What is the solution?

• Implement advanced CRM systems : Utilize customer relationship management (CRM) systems to manage and analyze customer interactions and data throughout the customer lifecycle.
• Staff training and adequate scheduling : Ensure enough staff are available during peak times and train them to efficiently handle inquiries.
• Leverage LiveChat features : Use canned responses to engage customers immediately or initiate chats with selected visitors as soon as they land on your site, enhancing response times and personal engagement.

2. Rude or incompetent staff

The impact of encountering rude or incompetent staff can be devastating for a business. Not only does it sour the customer's immediate experience, but it also harms the company's reputation in the long term.

• Staff overwhelmed by queries: During busy periods, the influx of customer inquiries can overload the staff, slowing response times and affecting service quality.
• Outdated technology delays: Older technology can cause delays in responding to customer queries, leading to a backlog and increasing customer frustration.
• Inefficient workflow management: Poor workflow management can cause disorganization within customer service teams, leading to inconsistent service and delays in resolving issues.
• Comprehensive training programs : Develop extensive customer service training for your team, focusing on product knowledge, communication skills, and service etiquette.
• Regular performance reviews : Implement a system for monitoring performance and giving feedback to help staff improve their service delivery.
• Automate processes : Provide standardized responses and maintain a high quality of customer interaction, minimizing human error and ensuring a uniform service experience.

3. Poor multi-channel integration

When services are disjointed across communication platforms, it creates confusion and leads to customer dissatisfaction. Consistency is key in multi-channel integration.

• Insufficient training issues: Lack of adequate training in live chat etiquette and product knowledge can lead to ineffective handling of customer inquiries.
• High stress and burnout: Continuous high stress and burnout among your employees can impair performance and negatively impact their ability to efficiently resolve customer service issues.
• Inadequate hiring processes: Poor hiring criteria and insufficient evaluation processes can result in a team that lacks the necessary skills to effectively address and solve customer service problems.
• Unified customer service platform : Adopt tools that consolidate all customer interactions into one platform, allowing seamless service across all points of contact.
• Omnichannel customer strategy : Develop a strategy that includes all channels, ensuring consistent messaging and service quality.
• Integrate your communication channels : Use a single live chat software to offer customer service across all messaging channels . Examples include WhatsApp Business, Facebook Messenger, and Apple Messages for Business. This way, you can provide a cohesive experience regardless of how your customers choose to reach out.

4. Inadequate access to self-service options

Many customers today appreciate the ability to resolve their issues independently, using self-service options such as FAQ chatbots , forums, and knowledge bases. 

However, when these tools are not comprehensive or easy to navigate, customers may experience increased frustration. They may also rely on direct contact with customer service teams, which can be less efficient and more costly for both the customer and the company.

• Outdated information: The customer service agent faces challenges when information is not regularly updated or has incorrect data.
• Complex interfaces: Non-intuitive and complex interfaces can frustrate customer service reps and customers alike, complicating the resolution of customer service issues.
• Inadequate issue coverage: A lack of comprehensive resources fails to address all customer issues, leading to gaps in support provided by customer service agents.
• Regular updates and maintenance : Ensure that all self-service resources are regularly updated with the latest information and solutions. This keeps the self-service portals effective and reliable.
• User-friendly design : Invest in designing an intuitive and easy-to-navigate interface for all self-service platforms. This could include clear categorization, a search function, and a mobile-friendly design.
• Expand self-service options : Develop a comprehensive range of self-service tools , including interactive tutorials, step-by-step guides, and video support, to cover various customer needs and learning preferences.

LiveChat solves all your problems

Solve all customer service problems with one tool. Try LiveChat for free.

5. Inconsistent information

When customer service agents provide conflicting information, it directly impacts customers' trust and confidence in a brand. Consistency is key to maintaining a reliable relationship with customers and ensuring they feel secure in the support they receive.

• Training gaps on updates: Inadequate training on the latest updates and policies can hinder the ability to provide outstanding customer service, as agents may not be equipped with the necessary knowledge to effectively resolve customer service problems.
• Scattered information: When information is dispersed across multiple platforms, it creates challenges in maintaining consistency, which is crucial for delivering outstanding customer service and resolving customer service problems.
• Frequent changes create gaps: Regular policy or product updates can lead to communication gaps among customer service teams, complicating efforts to deliver consistent information and resolve customer service problems.
• Centralized knowledge base : Implement a centralized platform where all updated policies, product details, and customer service protocols are stored and accessible to all agents.
• Regular training and updates : Conduct regular training sessions to ensure all customer service reps are up to date with the latest information and fully understand any recent changes in the company’s offerings or policies.
• Clear communication channels : Establish clear and effective internal communication channels to quickly disseminate updates and changes to all customer service agents, ensuring everyone has the same current information.

6. Lack of proactivity in customer interaction

Failing to anticipate customer needs or address potential problems proactively can lead to negative experiences and missed opportunities for enhancing customer relationships and loyalty.

• Reactive service focus: Prioritizing reactive over proactive service can hinder the ability to anticipate and resolve customer service problems before they escalate.
• Insufficient customer insights: A lack of understanding regarding customer behavior and preferences can impede the delivery of personalized service and proactive problem resolution.
• Technology underutilization: Failing to use technology effectively to predict customer needs can lead to missed opportunities to enhance customer service and prevent issues.
• Implement predictive analytics : Use data analytics to predict customer needs and potential issues based on their past interactions and behaviors.
• Customer journey mapping : Regularly map the customer journey to identify potential pain points and proactively address them before they affect the customer.
• Leverage AI tools : Utilize tools like LiveChat’s AI Assist to reduce tedious tasks, reply more quickly, summarize chats efficiently, and offer instant reply suggestions based on accumulated knowledge sources. This speeds up the response time and anticipates and addresses customer queries proactively, enhancing overall customer satisfaction.

7. Failure to follow up

When customers don't see their issues fully resolved, they can feel neglected. A lack of follow-up suggests a company's lack of commitment to customer satisfaction, leading to increased dissatisfaction and eroding trust in the brand.

• Mismanagement leads to oversights: Team mismanagement can result in missed issues, escalating into poor customer experience due to unresolved problems and increased customer complaints.
• Ineffective interaction tracking: Without effective systems to track customer interactions, critical information can be lost, leading to poor customer experience and an accumulation of unresolved customer complaints.
• Staff shortages prevent resolution: Insufficient staffing makes it difficult to promptly address and resolve customer issues, contributing to a backlog of unresolved tickets and escalating customer complaints.
• Implement robust CRM systems : Use CRM systems to keep track of all customer interactions and ensure follow-ups are completed.
• Automated follow-up messages : Set up automated messages that ensure customers receive updates about the status of their queries.
• Dedicated follow-up teams : Establish a team specifically tasked with following up on customer issues, ensuring every customer feels valued, and their problems are taken seriously.

8. Limited language support

In today's global market, the ability to provide customer service in multiple languages is crucial for enhancing customer experiences. Businesses that lack multilingual support risk alienating a significant portion of their customer base, potentially leading to dissatisfied customers.

• High costs limit support: High implementation costs often deter businesses from providing multilingual support, which can lead to bad customer service when language barriers arise.
• Lack of multilingual staff: The absence of skilled multilingual staff can exacerbate customer service problems, failing to meet the linguistic needs of a diverse customer base.
• Underestimation of language diversity: Businesses that underestimate the language diversity of their customers often provide inadequate support, leading to bad customer service and increased customer service problems.
• Hire multilingual staff : Recruit customer service agents who are fluent in key languages relevant to your customer base.
• Set the right language : With LiveChat, you can change the chat window language to match your audience. So far, we’ve translated LiveChat into 48 languages!
• Outsource language services : Partner with third-party services specializing in multilingual customer support to provide the necessary language services without needing internal development.

9. Customer gets transferred from one agent to another

Being transferred multiple times can turn a nice person into a rude customer . This often happens when customer service agents are unable to resolve issues quickly or lack the necessary information or authority.

• Limited agent authority: Agents lacking necessary authority or resources often can't effectively resolve issues, leading to delays and dissatisfaction.
• Inadequate training: Insufficient training restricts agents’ ability to resolve issues effectively, compounding customer frustrations.
• Departmental miscommunication: Poor communication across departments frequently results in unnecessary transfers, complicating the resolution process.
• Empower agents : Ensure all customer service agents have the necessary authority and tools to handle most issues independently.
• Enhance training programs : Develop comprehensive training programs that equip agents with a broad range of customer service skills and knowledge about the company’s products and services.
• Integrate customer service platforms : The best live chat software allows agents to access customer history and previous interactions in real time, reducing the need to transfer calls.

You might have 99 problems...

But with LiveChat, none of them are related to customer service!

10. Wrong product or service offered

Offering the wrong product or service can easily sour customer experiences, negatively affecting your business's ability to effectively meet customer expectations. When customers receive something they didn't intend to purchase, it creates frustration and diminishes trust in the brand.

• Miscommunication : Misunderstandings during customer conversations can lead to wrong product recommendations or purchases.
• Lack of product knowledge : Customer service agents may not be fully versed in the product range, leading to incorrect advice or suggestions.
• System errors : Technical issues or outdated product information in ordering systems can result in incorrect fulfillment.
• Enhance agent training : Provide comprehensive product training to ensure every customer service team member can offer accurate information and recommendations.
• Improve communication tools : Utilize advanced customer support tools that allow agents to verify customer choices and clarify details before finalizing orders.
• Integrate LiveChat with ecommerce : LiveChat for ecommerce provides real-time, accurate product recommendations directly in chat sessions, minimizing the risk of errors.

11. Over-reliance on automated systems

While automation can streamline operations and improve efficiency, over-relying on it can frustrate customers, especially when their complex issues receive generic responses or remain unresolved.

• Cost efficiency : Businesses might prioritize automation to reduce staffing costs, affecting the quality of customer service.
• Scalability challenges : Companies often implement automation to handle large volumes of interactions but may not balance it well with the human touch.
• Technological limitations : While useful, automated systems sometimes lack the nuanced understanding of human agents, leading to inadequate issue resolution.
• Balance automation with human interaction : Ensure that customers have easy options for escalating their concerns to human agents when necessary.
• Regularly review automation scripts : Update and refine automated responses regularly to align with current customer needs and scenarios.
• Feedback loop : Implement a system where feedback directly influences the updates and changes in automated systems, ensuring high-quality customer service that effectively meets user expectations.

12. Inconsistent customer experience across channels

When interacting with a business, customers may use various channels such as social media, email, live chat, and phone calls. The inconsistency in service quality or information across these channels can lead to confusion and dissatisfaction. 

This misalignment undermines the ability to exceed customer expectations and deliver great customer service.

• Lack of integrated systems : Many businesses use different tools for each channel, leading to disjointed data and interactions. This prevents a unified view of customer interactions and can result in inconsistent responses.
• Varied training across teams : If team training isn't consistent, the service quality can vary significantly from one channel to another. This inconsistency can confuse and frustrate customers, especially if they receive different information depending on the communication method.
• Poor communication between departments : Without effective internal communication, information silos can develop. These silos hinder the ability to provide a seamless customer experience, as one customer service department may not have the same information as another.
• Implement an omnichannel customer support platform : Use one of the best tools to integrate all communication channels into a single platform. This ensures that all customer interactions are logged in one place, providing consistency and allowing representatives to provide informed, personalized service.
• Standardize training programs across all channels : Develop comprehensive training programs that cover all aspects of customer service across different mediums. Ensure every team member is equipped to handle inquiries consistently, exceeding customer expectations regardless of the channel.
• Enhance interdepartmental communication : Establish regular meetings and use collaborative tools to ensure all departments share critical customer information. This coordination will help eliminate inconsistencies and ensure that all parts of the business are aligned to deliver great customer service.

13. Failure to capture customer feedback

Not capturing or adequately addressing customer feedback is a significant oversight that can hinder the enhancement of service quality.

Ignoring feedback from unhappy customers prevents a business from gaining essential insights that could help refine its services and solve recurring customer service problems.

• Inadequate feedback mechanisms : Sometimes, businesses do not have effective systems in place to gather feedback, or the systems they use are not user-friendly, discouraging customers from providing their insights.
• Lack of priority for feedback : Some businesses fail to prioritize feedback, seeing it as a low-impact activity rather than an opportunity to improve. This neglect can lead to unresolved issues and unhappy customers.
• Inefficient feedback analysis processes : Collecting feedback is one step, but analyzing it effectively is another. Without a structured process to analyze and act on feedback, valuable insights are lost.
• Implement robust feedback tools : Utilize one of the best customer support tools specifically designed for feedback collection and analysis. Ensure these tools are easily accessible across all customer touchpoints to encourage engagement and capture valuable insights.
• Create a dedicated feedback team : Establish a team responsible for managing, analyzing, and responding to client feedback. This team should focus on turning feedback into actionable insights to continually exceed customer expectations.
• Regular review and adaptation of practices : Set regular intervals to review feedback and adjust practices accordingly. This proactive approach ensures that the business evolves in response to customer needs, fostering a reputation for great customer service and responsiveness.

Bottom line

In a world where every customer interaction can make or break your brand reputation, addressing customer service problems effectively is not just beneficial—it's essential. 

By implementing robust solutions, integrating feedback, and embracing technological advances like LiveChat, you can transform common customer service challenges into opportunities for growth, loyalty, and sustained success.

Remember, excellent customer service is the cornerstone of a thriving business!

Problem-free customer support starts now

Install LiveChat on your website and enjoy supporting your customers without problems.

Keep the conversation going

• copy-button#copy track#send" data-controller="track" data-track-category="Success" data-track-action="Share" data-track-label="Copy link" > Copy link Link copied to clipboard https://www.livechat.com/success/common-customer-service-problems/

Thanks for your comment!

It will go live straight after moderation. Come back soon!

Something's wrong

We are sorry! Please try again in few moments

Server error

Something went wrong. Please try again in few moments.

Related topics

LiveChat is a complete customer service platform that delights your customers and fuels your sales

You may also like

0 min watch | May 14 | Kaia Madalinska

Which Ecommerce Platform is Best for Your Business?

0 min watch | May 08 | Kaia Madalinska

How to deal with demanding clients? 4 Types of Difficult Customers

Use These 5 Tips To Boost Your Customer Satisfaction!

Up to 32% Off CIPD Courses - Ends Soon

How to Conduct Effective Problem-Solving Sessions with Customer Service

October 20, 2023

Discover the secrets to conducting highly effective problem-solving sessions with customer service in this comprehensive guide.

Arpit Bhavsar

In the customer service industry, effective problem-solving is a crucial skill that can greatly impact customer satisfaction and business performance. When handled properly, problem-solving sessions provide an opportunity to identify and address issues that customers may encounter. This article will delve into the importance of problem-solving in customer service and provide key elements and techniques for conducting successful sessions. Additionally, we will explore common challenges faced during problem-solving sessions and offer strategies to overcome them.

Understanding the Importance of Problem-Solving in Customer Service

Problem-solving plays a significant role in ensuring customer satisfaction. When customers face challenges or issues, their overall experience can be negatively affected. However, by actively engaging in problem-solving sessions, businesses can effectively address customer concerns and improve their experience. By resolving issues promptly and efficiently, companies can enhance customer loyalty and build long-term relationships.

Customer service is a vital aspect of any successful business. It is the backbone of customer satisfaction and retention. When customers encounter problems or difficulties, it is crucial for businesses to have a robust problem-solving mechanism in place. By acknowledging and addressing customer concerns, companies demonstrate their commitment to providing exceptional service and ensuring customer happiness.

Problem-solving in customer service goes beyond simply fixing a specific issue. It involves understanding the root cause of the problem and implementing long-term solutions to prevent similar issues from arising in the future. This proactive approach not only resolves immediate concerns but also helps businesses improve their overall operations and customer experience.

The Role of Problem-Solving in Customer Satisfaction

Customer satisfaction is the key to success for any business. By addressing customer issues through problem-solving sessions, companies demonstrate their commitment to resolving problems quickly and effectively. By actively listening to customers’ concerns and providing appropriate solutions, businesses can restore trust, boost customer satisfaction, and ultimately improve their reputation in the market.

Problem-solving sessions provide an opportunity for businesses to engage with their customers on a deeper level. By actively involving customers in the problem-solving process, companies show that they value their opinions and are dedicated to meeting their needs. This collaborative approach not only helps resolve immediate issues but also strengthens the bond between businesses and their customers.

Furthermore, effective problem-solving can lead to positive word-of-mouth referrals. When customers have a positive experience with a company’s problem-solving process, they are more likely to share their satisfaction with others. This can result in new customers and increased brand recognition, further contributing to business growth and success.

Improving Business Performance through Effective Problem-Solving

Effective problem-solving can also contribute to improved business performance. By identifying and addressing underlying problems, companies can streamline their operations and optimize their products or services. This, in turn, leads to increased efficiency, decreased costs, and improved overall performance. Problem-solving sessions provide a valuable platform to explore creative ideas and innovative solutions, enabling businesses to stay competitive in the market.

During problem-solving sessions, businesses have the opportunity to gather valuable feedback from customers. This feedback can provide insights into areas that require improvement, allowing companies to make informed decisions and implement necessary changes. By continuously seeking feedback and actively working towards resolving issues, businesses can adapt and evolve to meet the ever-changing needs and expectations of their customers.

Moreover, effective problem-solving can help businesses identify potential opportunities for growth and expansion. By analyzing customer feedback and addressing recurring issues, companies can uncover new market demands and develop innovative solutions to meet them. This proactive approach not only enhances customer satisfaction but also opens doors to new revenue streams and business ventures.

In conclusion, problem-solving is an integral part of customer service and business success. By actively engaging in problem-solving sessions, businesses can address customer concerns, improve satisfaction, and drive overall performance. Effective problem-solving not only resolves immediate issues but also paves the way for long-term growth and success in the market.

Key Elements of a Problem-Solving Session

A successful problem-solving session comprises several key elements that ensure a systematic approach to addressing customer concerns.

In today’s fast-paced business environment, problem-solving has become an essential skill for organizations to thrive. Whether it’s resolving customer complaints, improving internal processes, or finding innovative solutions, effective problem-solving is crucial for success.

Identifying the Problem: The First Step

The initial step in conducting an effective problem-solving session is to identify the root cause of the issue. This requires active listening and gathering relevant information from both customers and internal stakeholders.

During this phase, it is important to create an open and non-judgmental environment where customers feel comfortable expressing their concerns. By empathizing with their experiences and actively seeking their input, businesses can gain valuable insights into the problem at hand.

Additionally, involving internal stakeholders such as employees from different departments can provide a holistic view of the issue. Their perspectives and expertise can uncover underlying factors that may have contributed to the problem.

By examining the problem from various angles, businesses can gain a comprehensive understanding of the situation and lay the foundation for finding the right solution.

Developing Potential Solutions: Brainstorming and Beyond

Once the problem is identified, the next step is to brainstorm potential solutions. In a problem-solving session, team members should be encouraged to contribute their ideas freely.

Brainstorming sessions can be conducted in various formats, such as group discussions, virtual collaboration platforms, or even through anonymous suggestion boxes. The key is to create an environment where creativity flourishes and no idea is dismissed without consideration.

This collaborative approach allows for diverse perspectives and creativity, increasing the chances of finding an effective solution. Moreover, considering multiple alternatives helps in evaluating the feasibility and viability of each potential solution.

During the brainstorming phase, it is important to focus on generating a wide range of ideas without prematurely evaluating them. This encourages out-of-the-box thinking and prevents the group from getting stuck on a single solution too early in the process.

Once a substantial list of potential solutions is generated, the team can move on to the next step of evaluating each option based on criteria such as cost-effectiveness, practicality, and alignment with the organization’s goals.

Implementing and Evaluating the Solution: The Final Steps

After developing potential solutions, it is essential to implement and evaluate the chosen solution. This involves creating an action plan, allocating resources, and assigning responsibilities.

During the implementation phase, effective communication is crucial to ensure that everyone involved understands their roles and responsibilities. Clear instructions, regular progress updates, and feedback mechanisms help keep the team aligned and motivated.

Once the solution is implemented, ongoing evaluation and feedback from customers and team members help to refine the solution as needed, ensuring its effectiveness in addressing the initial problem.

By continuously monitoring the solution’s impact and gathering feedback, organizations can make necessary adjustments and improvements to optimize its outcomes.

Moreover, documenting the entire problem-solving process, including the identified problem, potential solutions, and the chosen solution, can serve as a valuable reference for future problem-solving sessions. This knowledge repository can help organizations build upon past experiences and avoid reinventing the wheel.

In conclusion, a well-executed problem-solving session involves identifying the problem, developing potential solutions through brainstorming, and implementing and evaluating the chosen solution. By following a systematic approach and involving diverse perspectives, organizations can effectively address customer concerns and drive continuous improvement.

Facilitating a Problem-Solving Session: Essential Techniques

Facilitating a problem-solving session requires specific techniques to ensure productive outcomes.

Setting the Stage for a Productive Session

The facilitator plays a critical role in setting the stage for a productive problem-solving session. This involves creating a conducive environment where participants feel comfortable expressing their ideas and concerns. Clearly defining the session’s objectives and establishing ground rules fosters open communication and sets the tone for collaborative problem-solving.

Encouraging Open Communication and Collaboration

Open communication and collaboration are essential for effective problem-solving. The facilitator should encourage active participation from all team members, ensuring that everyone has an equal opportunity to contribute their insights. Creating a non-judgmental atmosphere promotes free thinking, enabling teams to explore a wide range of ideas and perspectives.

Guiding the Team towards Effective Solutions

The facilitator’s role also includes guiding the team towards effective solutions. This involves keeping discussions focused and on track, ensuring that the team does not get sidetracked by unrelated issues. The facilitator should facilitate consensus-building, helping the team to align and make informed decisions. Effective problem-solving requires both critical thinking and collaboration.

Overcoming Common Challenges in Problem-Solving Sessions

While problem-solving sessions are beneficial, they can also present challenges that need to be overcome to achieve desired outcomes.

Dealing with Resistance and Conflict

Resistance and conflicts often arise during problem-solving sessions, hindering the progress. The facilitator should act as a mediator, promoting a respectful and inclusive environment. Encouraging active listening and empathy among team members helps to overcome resistance and conflicts, leading to a more productive session.

Ensuring Participation from All Team Members

Unequal participation from team members can prevent a problem-solving session from reaching its full potential. To ensure that all team members are engaged, the facilitator should explicitly ask for input from quieter team members and ensure that dominant team members do not monopolize the discussion. Establishing a safe space where everyone feels comfortable sharing their thoughts is crucial for fostering equal participation.

Maintaining Focus and Momentum throughout the Session

Problem-solving sessions can sometimes lose focus or momentum due to lengthy discussions or side conversations. The facilitator must keep the session on track by summarizing key points, redirecting discussions when necessary, and managing time effectively. Maintaining a sense of urgency and keeping teams motivated ensures that the session remains productive from start to finish.

In conclusion, conducting effective problem-solving sessions is vital for customer service excellence. By recognizing the importance of such sessions and implementing key elements and techniques, businesses can address customer concerns efficiently and improve overall business performance. Overcoming common challenges requires facilitators to create a supportive environment that fosters open communication, collaboration, and effective decision-making. By adopting these strategies, companies can enhance customer satisfaction, drive innovation, and achieve enduring success.

CIPD Level 3 Course : The CIPD Level 3 Certificate in people practice is ideal for anyone looking to start a career in either HR or Learning and Development. CIPD Level 5 Course HR : The CIPD Level 5 Associate Diploma in People Management will help you build on your existing HR knowledge. CIPD Level 5 Course L&D : The CIPD Level 5 Diploma in Organisational Learning and Development is the most comprehensive course available for L&D professionals, ideal for you if you want to formalise your existing experience, skills and knowledge. CIPD Level 7 : The CIPD Level 7 Advanced Diploma is aimed at expanding learners’ autonomy so they can strategically direct organisations and their people.

If you aspire to become a digital marketing manager or explore the senior level of your career, have a look at the squared  digital marketing programme .

HR training, delivered seamlessly online for busy professionals

About the author, related articles.

Achieving a healthy work-life balance is essential for employee productivity and job satisfaction. Strategies include flexible work arrangements, well-being initiatives, time management, clear communication, career growth, remote work optimisation, and strong leadership. Incorporating CIPD principles and employee feedback ensures these strategies are effective and beneficial.

In today’s fast-paced world, we understand that financial well-being is a crucial aspect of overall employee satisfaction and productivity. It’s not just about earning a paycheck; it’s about feeling secure and having peace of mind when it comes to financial matters. That’s why we’re diving deep into the steps necessary to ensure employees’ financial well-being, […]

Diversity and inclusion are crucial for business success. HR can cultivate this through CIPD-based inclusive hiring practices, diverse employee resource groups, cultural competency training, equal opportunities for advancement, and inclusive policies. These strategies promote innovation, improve productivity, and ensure a fair and thriving workplace for all employees.

12 Essential Customer Service Skills In 2024

Updated: May 3, 2024, 11:15am

Table of Contents

What are customer service skills, why good customer service is important, 12 essential customer service skills, how to nurture customer service skills, bottom line, frequently asked questions (faqs).

When it comes to choosing where to spend your money, it is the little things that count. A friendly smile, empathetic listening or someone remembering your name can have a big impact on brand loyalty. On the flip side, one negative experience can send you to a competitor quickly. That’s the power of good customer service and illustrates the importance of having excellent customer service skills. Keep reading to learn about what these skills are and the top ones to start implementing immediately.

Customer service skills are made up of the knowledge, tactics, expertise and understanding that are needed to make customers as satisfied as possible. These skills are developed through several different avenues, including training, support and experience. There are generally two different types of these skills: hard and soft.

Both types of skills are equally important and top customer service professionals are able to strike a good balance of hard and soft skills to provide the best experience possible. Coaching your customer service team to understand and use both sets of skills can make a huge difference in your overall customer service strategy.

Hard Skills

Hard skills are technical skills, ones that can generally be taught and measured. Knowledge and proficiency of hard skills are usually built through education and training and typically focus on the specific tasks that are needed to complete a job. Examples of hard skills in customer service may include note taking, data entry, research or gathering information.

Soft Skills

Soft skills are more difficult to quantify since they tend to be personal attributes. Soft skills are aspects that are developed in someone’s personality so while there can be some training to teach them, these skills are largely learned by an individual over time. Soft skills in customer service include active listening, empathy, conflict resolution and problem solving.

Customer service isn’t limited to a one-time interaction at the point of a sale, but rather is an ongoing process that touches on every part of the buyer’s journey. It includes numerous activities that occur before, during and after a purchase and, ultimately, means serving your customers to the best of your ability.

Good customer service is arguably the most important part of building and maintaining positive, long-term relationships with customers. With so many choices today, dissatisfied buyers won’t hesitate to take their dollars elsewhere, but satisfied customers will remain loyal to the brands that treat them well.

Investing in the planning, training and implementation of a high-quality customer service strategy is one of the most important expenditures a business can make. Demonstrating that you truly care about your customers is a powerful tool that can lead to increased sales, improved brand image and expanded growth.

Customer service is a broad term and what it looks like for your business may be different from others. But no matter what the industry is, good customer service generally needs to include the three C’s: Communication, consistency and caring. All of these must work together to establish trust and build loyalty, which leads to growth. These three components are the backbone to every customer service skill and should be relied upon repeatedly.

These are the 12 most essential customer service skills that businesses should implement.

1. Active Listening

First, customers want to be heard, especially when they aren’t happy or have a complaint. Active listening may be the most important customer service skill that businesses can adopt. Listening sounds like a simple thing to do, but active listening requires a great deal of focus and concentration. When engaging in active listening, customer service team members need to be attentive, patient and nonjudgmental for customers to feel that their issues are truly being heard.

Empathy pairs with active listening because it means the customer service agent is hearing what the customer is saying without any preconceived notions or judgments. It focuses on recognizing, managing and responding to the emotions of customers as well as keeping your own emotions in check. Being able to put yourself in someone else’s shoes and empathize with how they are feeling is a crucial part of providing excellent customer service.

3. Problem Solving

When customers reach out with an issue, their expectation is usually that the customer service team will help them solve the problem. It’s crucial that businesses have efficient problem-solving systems in place to help customers as quickly and effectively as possible. While, sometimes, there will be one clear resolution, such as a product refund, in other situations problem solving may look more like offering different options and helping the customer decide what will work best.

4. Conflict Resolution

Conflicts are stressful and stress can lead to short tempers, irrational actions and difficulty thinking clearly. You don’t want your customers to feel stressed, so managing and resolving conflicts as soon as possible is a critical part of good customer service. This is where empathy and active listening come into play since fully understanding what the issue is helps customer service agents figure out how to best resolve the situation before it escalates.

5. Organization

Post-its filled with scribbled notes that others need to interpret is not how effective customer service works. Organization is key and every component needs to be as coordinated as possible. While everyday details like files and personal workspaces are important, it should also include bigger-picture organization, such as team structure and available resources. Being able to access both information and support quickly ensures that customer service agents will be able to assist customers confidently.

6. Good Memory

An already-annoyed customer who contacts customer service with an issue is guaranteed to get angrier and angrier the more they are asked to repeat themselves. Having a good memory is a customer service skill that will inevitably lead to a smoother dialogue, resulting in customers who feel less stressed and more taken care of. Small details, such as names, products and dates, are often important facts for customer service agents to remember.

7. Adaptability

Another important customer service skill is the ability to adapt and think on your feet. Circumstances can change quickly, depending on the nature of the issue and customer service agents must be able to pivot without hesitation. Adaptability in customer service means approaching a situation without expectations and knowing when it is time to switch directions to offer the most effective help.

8. Time Management

Customers want to receive prompt responses, and the only way for that to happen is when customer service teams are cognizant of their time management. Particularly in a call center setting where agents receive many calls daily, managing time will lead to shorter waits and less lag in replying. The best way to develop time management skills is to look at all current assignments and tasks and then prioritize them accordingly.

9. Knowledge

The quality of your customer service will rely heavily on team members’ knowledge about products and services. They need to know enough to answer questions, troubleshoot technical challenges and offer suggestions. It’s also important that representatives know when a customer’s issue has moved past their scope of knowledge and needs to be moved up to the next person in the customer service chain of command.

10. Communication

Whether in person, over the phone or electronically, communication is the cornerstone of customer service. Communicating effectively means taking the time to not only talk but also to listen. Customer service teams need to receive ongoing training that helps them learn how to communicate in many different situations as well as better understand what customers are truly seeking.

11. Transparency

Customers want their issues resolved, but they are also often interested in knowing how or why a problem may have occurred in the first place. Transparency in customer service doesn’t mean sharing all the trade secrets. Rather, it’s about being upfront and honest when helping to solve problems. Honesty goes a long way in building and maintaining positive customer relationships, even when it means admitting mistakes.

Unhappy customers are not funny and should never be treated like a joke. But when used correctly in certain situations, humor can be a powerful skill to help lighten the mood and diffuse tension. After figuring out what a customer is seeking and why they are frustrated, a well-timed funny comment is often exactly what is needed to help put the customer at ease and adjust their attitude.

Since most customer service skills are soft skills, making them more challenging to teach, you’ll need to make a concentrated effort to help nurture these skills in team members. Some ways to do this include:

• Offer continuing education through workshops and webinars
• Connect new employees with experienced mentors
• Provide both initial and ongoing training about products and services
• Support employees interested in taking additional courses or earning certifications
• Create a comprehensive onboarding program
• Ensure employees have constant access to a help center and frequently asked questions (FAQs)

Creating a customer service experience that will leave your customers feeling heard and cared for is one of the strategies needed to establish a long-term relationship with buyers. Whether their issue is large or small, customers need to feel like someone is invested in listening to them and helping find solutions. Investing the time and energy in training your team in excellent customer service strategies will benefit your business by building loyalty, establishing a reputation of helpfulness and, ultimately, promoting growth.

What are the qualities of good customer service?

The qualities of good customer service consist of the knowledge, tactics, expertise and understanding that are needed to make customers as satisfied as possible. These include active listening, empathy, problem solving, communication, conflict resolution, organization, memory, time management, adaptability, knowledge, transparency and humor.

What is the difference between hard and soft customer service skills?

Hard customer service skills are technical skills, ones that can generally be taught and measured. Knowledge and proficiency of hard skills are usually built through education and training. Soft customer service skills tend to be personal attributes, which people develop over time and cannot necessarily be taught.

What are the three C’s of customer service?

The three C’s of customer service are communication, consistency and caring. Working together, these components form the base for the entire customer service structure to help build brand awareness, establish customer loyalty and promote growth.

What are some common ways that customer service can occur?

Customer service can take place through a number of channels: in person, phone, email, live chat, text and social media.

• Best LLC Services
• Best Registered Agent Services
• Best Trademark Registration Services
• Top LegalZoom Competitors
• Best Business Loans
• Best Business Plan Software
• ZenBusiness Review
• LegalZoom LLC Review
• Northwest Registered Agent Review
• Rocket Lawyer Review
• Inc. Authority Review
• Rocket Lawyer vs. LegalZoom
• Bizee Review (Formerly Incfile)
• Swyft Filings Review
• Harbor Compliance Review
• Sole Proprietorship vs. LLC
• LLC vs. Corporation
• LLC vs. S Corp
• LLP vs. LLC
• DBA vs. LLC
• LegalZoom vs. Incfile
• LegalZoom vs. ZenBusiness
• LegalZoom vs. Rocket Lawyer
• ZenBusiness vs. Incfile
• How To Start A Business
• How to Set Up an LLC
• How to Get a Business License
• LLC Operating Agreement Template
• 501(c)(3) Application Guide
• What is a Business License?
• What is an LLC?
• What is an S Corp?
• What is a C Corp?
• What is a DBA?
• What is a Sole Proprietorship?
• What is a Registered Agent?
• How to Dissolve an LLC
• How to File a DBA
• What Are Articles Of Incorporation?
• Types Of Business Ownership

Next Up In Company Formation

• Best Online Legal Services
• How To Write A Business Plan
• Member-Managed LLC Vs. Manager-Managed LLC
• Starting An S-Corp
• LLC Vs. C Corp
• How Much Does It Cost To Start An LLC?

What Is SNMP? Simple Network Management Protocol Explained

What Is A Single-Member LLC? Definition, Pros And Cons

What Is Penetration Testing? Definition & Best Practices

What Is Network Access Control (NAC)?

What Is Network Segmentation?

How To Start A Business In Louisiana (2024 Guide)

Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information that will help them thrive. Her work has been featured on Angi, Scary Mommy and Cubby.

• (855) 776-7763

All Products

Knowledge Base

Survey Maker

ProProfs.com

• Get Started Free

FREE. All Features. FOREVER!

Try our Forever FREE account with all premium features!

10 Common Customer Service Problems and How to Resolve Them

Customer Service & CX Specialists

ProProfs Help Desk Editorial Team is a diverse group of professionals passionate about help desk management. We update you on the latest trends, dive into technical topics, and offer insights to elevate your business.

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

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.

Related Posts

Creating Unbreakable Bonds: 8 Tips to Build Customer Loyalty

10 Best Omnichannel Customer Support Software for 2024

30 Customer Service Tips for Delightful Customer Experiences

20+ Best Customer Communication Tools for 2024

How to Communicate with Customers Effectively

15 Best Customer Experience Software for 2024

• 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.

Subscribe to Dashly newsletter

Join the community of 13,000 pros who get expert insights on marketing, support, and sales in a weekly newsletter

Success in your inbox

Get monthly insights handpicked by our editorial team. Act on it.

Connect with customers

LiveChat is a complete customer service platform that delights your customers and fuels your sales.

Trusted by 36,000+ companies

LiveChat helps you delight your customers and fuels your sales.

4 steps to effective customer service problem solving with examples.

• Post on Twitter
• Share on Facebook
• Post on LinkedIn
• Post on Reddit
• copy-button#copy track#send" data-controller="track" data-track-category="Success" data-track-action="Share" data-track-label="Copy link" > Copy link to clipboard Link copied to clipboard https://text.com/success/effective-customer-service-problem-solving/

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.

Get a glimpse into the future of business communication with digital natives.

Keep the conversation going

• copy-button#copy track#send" data-controller="track" data-track-category="Success" data-track-action="Share" data-track-label="Copy link" > Copy link Link copied to clipboard https://text.com/success/effective-customer-service-problem-solving/

LiveChat is a complete customer service platform that delights your customers and fuels your sales

22 Customer Service Skills For a Positive Customer Experience

If you work with customers, you need these 22 customer service skills to help create a memorable customer experience.

FREE CUSTOMER SERVICE TRAINING MANUAL TEMPLATE

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

Published: 01/10/23

A word to the wise: The customer is in control. Not most of the time or half the time — always .

For those in the customer success or customer service industry, this notion should shape every interaction we have with the customer, both pre- and post-sale. But there's more to it than that. There are a handful of critical customer service skills and sentiments that should inform the way we interact with our customers .

Depending on your product or service, these must-have skills may vary a bit — in some cases, some skills will come in handy more often than others. But if you can master the nine we've outlined below, we can promise you'll be better for it.

Customer Service Skills

Customer Service Areas

What are good customer service skills?

• Problem Solving
• Flexibility
• Resourcefulness
• Positive Mindset
• Time Management
• Sense of Urgency
• Product and Industry Knowledge
• Active Listening
• Consistency
• Accountability
• Perseverance
• Attentiveness
• Persuasiveness
• Clear Verbal Communication
• Clear Written Communication
• Desire to Improve

1. Patience

At its core, having patience means being able to regulate your own thoughts and emotions — even in times of high stress or delay. For folks in the customer success industry, patience is a necessary skill.

Unfortunately. in a world fueled by technology and instant gratification, patience is becoming a bit of a dying art. Both customers and those serving them are accustomed to expediting nearly everything they do, making quick decisions in the process. But this isn't always the right approach.

By approaching customer interactions with a relaxed, thoughtful demeanor, you'll find that it's easier to overcome customer obstacles without compromising the quality of service — and keeping your customers happy in the process.

2. Problem Solving

The primary role of service teams is to solve for the customer, so it’s no surprise that problem-solving is high on our list. Customers reach out to service teams for assistance and it is up to us to provide solutions.

This will require a bit of intuitiveness on your part to figure out what customers need. For example, if they contact you about adding a new employee to their account, you may anticipate providing onboarding assistance to get their new hire up to speed with how to use your product or service.

3. Flexibility

In some cases, process is necessary. But more often than not, too many processes can have an adverse effect on your customer conversations. When we put process before people, we lose sight of the end goal: helping the customer achieve their desired outcome .

If you want to thrive in a customer success role, learning to be flexible will help you hold your own — especially when faced with "on-the-ground" situations and decisions. Rather than viewing customer success as a straight and narrow path, consider all of the ways in which you can help a customer, and choose the path that best suits their unique needs.

4. Resourcefulness

Speaking of flexibility, customers may contact you with issues that may not have a simple solution. For those challenges, it’s important to be resourceful.

Author Todd Dewett explains “It's a skill you have to have because you know what? You'll never have enough time, the perfect skills on your team, or a big enough budget.”

In this field, the probability is high that you’ll be tasked with coming up with a creative solution to accommodate customer needs.

When a customer reaches out to your company for support or advice, they want you to help them. They also want to feel heard in the process.

Some simple ways to prove that you're on their side and committed to helping them include celebrating their successes or showing genuine concern when things aren't going to plan. These small considerations can make a world of a difference when it comes to creating a positive experience across the board.

Consciously remind yourself how you would want to be treated if you were in the customer's shoes. In most cases, this level of mutual understanding can help to put the customer at ease and set the tone for a more productive conversation, despite any frustrations they are experiencing.

6. Positive Mindset

In addition to having empathy, it’s important to always remain positive when interacting with customers and your larger team. Your customer may be frustrated when they first contact you, but your tone and mindset can turn their experience around for the better.

When interactions become tense, don’t take it personally. Remember that the core function of your role is to help and use that as your North Star.

7. Resilience

Another trait that will serve service reps well is resilience. Being on the front lines of customer interactions requires a thick skin. Otherwise, one negative interaction can tank your whole day.

Learn to let go, and approach each new interaction as an opportunity to better serve your customers and retain their loyalty.

8. Proactive

One way to prevent future obstacles is to be proactive. Sometimes you can anticipate a customer’s needs and address any potential issues. Take this correspondence with Semrush for example. I had just signed up for an account and their service rep reached out to answer any questions I may have.

What we like:

Instead of waiting until I had hiccups, Semrush reached out with materials to help me through the onboarding process and familiarize myself with the tool. This not only provided a positive interaction but saved me time as I didn’t have to struggle to figure everything out on my own.

9. Efficiency

At the end of the day, customers are looking for one thing: reliable, efficient service. Bear in mind that this doesn't mean grabbing at the quick-fix approach just to get the job done faster. (Remember our previous mention of patience?)

Efficiency in customer interactions is all about determining the most effective systems for helping them arrive at their desired outcome. It requires a careful balance of timeliness and commitment to satisfaction.

One of the best ways to streamline your interactions is to provide prompt, productive service. This involves taking the time to know your product and/or industry inside and out, which leads us to our next point.

10. Time Management

Properly managing your time as a service rep is key to your success and sanity. You may be dealing with hundreds of help tickets per week, interacting with several clients each day. Without proper time management, your workday can become an overwhelming mix of frustration and dread.

Develop a routine that helps you stick to a schedule and allows you to tackle your client’s needs in order of urgency.

11. Sense of Urgency

As a service rep, not only are you tasked with problem-solving, but you must do it quickly. Customers want to know that you are actively trying to remedy their issues.

However, every obstacle is not always a quick fix. To avoid adding to client frustration, it’s important to set timeline expectations. If a problem is going to take a few days rather than a few minutes, communicate that to the client. If possible, give them a workaround option until you can fully resolve it. That way you buy yourself some time while allowing them to continue business with little interruption.

Either way, set timeline expectations at the start, so everyone is on the same page and continue to update clients on progress.

12. Product and Industry Knowledge

Deep-seated product and industry knowledge is perhaps one of the most valuable skills for a customer service or customer success manager to lean into. Gaining and continuously expanding your understanding of the product your servicing affords you the confidence you need to carry out customer interactions with ease and exactness.

A strong personal knowledge base also translates into increased professionalism, enthusiasm, and efficiency. It can function as a competitive advantage and a signal to customers that you're taking their business seriously.

13. Active Listening

Before you help, you need to listen. As the listener, it's your job to gather all of the information you need about a customer's situation to properly uncover and surface a solution.

But active listeners don't only pay close attention to what's being said — they also tune into what's not being said. Oftentimes, being conscious of both will help you piece together a response that is both informed and on-point.

If you really want to prove that you're hearing them, restate their problem in their own words. This exercise forces you to remain engaged and helps to let the customer know you're really committed to hearing them out.

14. Honesty

It sounds cliche, but when it comes to customer interactions, honesty is the best policy. While we don’t want to let customers down, we also don’t want to mislead them. If there is a problem or delay in service, it’s best to just communicate that and apologize for the inconvenience.

During the pandemic, customers experienced all sorts of shipping delays on products they ordered. The boots I had ordered from Modern Vice were way past their shipping window so I inquired about the hold-up.

Modern Vice was honest about the delay and their capacity to handle orders. Sure, I was bummed, but I appreciated their transparency.

15. Consistency

Consistent delivery is important when it comes to a customer's perception of service.

With this idea in mind, you should be thinking about providing a familiar sentiment across every touchpoint you have with customers — one that is reflective of your brand's core values and commitment to customer success.

Remember, it's much easier to work on nailing this undeviating experience upfront, as correcting inconsistency issues after the fact can be both costly and time-consuming.

16. Accountability

When you're tasked with assisting a customer, whether it is a transactional support issue or a long-term business relationship, their problems with your product or service become your problems. You own the issues and it's your job to solve them in an informed and timely fashion.

This type of responsibility requires a great deal of accountability — in other words, you need to not only own your actions, but also their implications.

Manners took responsibility for sending a damaged product and took steps to make it right. I couldn’t return the item since they didn’t offer international returns at the time, but they gave me a partial refund and a discount to use on future purchases.

Without clear accountability, execution falls flat. And a delay in your response time directly influences a customer's perception of your service quality.

To avoid this, accept responsibility and act accordingly.

17. Perseverance

In a people-facing role, it's easy to feel discouraged and frustrated when you're regularly being knocked down by difficult interactions. Luckily, it's in your control to determine how you respond.

According to Carol Dweck , you can choose to have one of two mindsets:

• A fixed mindset: Operating under the notion that your abilities, talent, and intelligence are fixed traits that cannot be expanded or strengthened.
• A growth mindset: Viewing your abilities, talents, and intelligence as traits that you're in control of — traits that you can develop and improve.

18. Attentiveness

While chances are you won’t have a ton of free time as a service rep, providing clients with a bit of attentiveness goes a long way. Take this note from my local spin studio, BYKLYN.

They checked up on me before the end of my trial period just to see how I was enjoying the classes and address any issues I may have. This was also an excellent opportunity to join as a monthly member. The personal touch was appreciated.

19. Persuasiveness

Sometimes you may not be contacted to troubleshoot a problem at all, and instead will be contacted by potential customers on the fence about purchasing your product.

You don’t want to turn them away by saying the wrong thing. For example, if a customer inquires about a program you are offering that no longer has availability you could say “Sorry, the class is full and we’re not accepting new signups at this time.”

A better, more persuasive option would be “Slots/seats will be available next week, and I can add you to the waitlist so you’ll be notified as soon as spots are available.”

This still communicates that space is currently unavailable like the first option, but instead focuses on when the client can sign up rather than simply telling them enrollment is closed.

20. Clear Verbal Communication

However, whatever, and whenever you're communicating to customers, clear communication is key. Both the words you use and the intention behind them matter. Customers can pick up on insincere, rushed interactions — even over the phone or live chat.

When speaking with customers, try the "Problem, Solution, Benefit" framework. Repeat the customer's problem back to them to confirm you heard it correctly and to show your understanding. Share the solution along with the actions the customer can take to solve the problem. Explain the benefit of the solution to solve the problem as well as to avoid future problems and inconveniences.

Here's an example:

• Problem: "I'm sorry to hear that your payment method isn't working on our website."
• Solution: "To resolve this, log into your account and go to Profile > Settings > Payments and re-input your card number. Be sure to include the expiration date and mark the card as your preferred payment."
• Benefit: "This will ensure your payment method is saved so that all future purchases will be easy and quick!"

21. Clear Written Communication

As mentioned above, both what you say and how you say it can greatly impact customer interactions. This is even more important with written communication like email, where it’s difficult to discern tone.

If troubleshooting an issue over email, clearly communicate steps using bulleted or numbered lists and use screenshots whenever possible. Visual aids are an excellent tool to help users navigate your site and cut down on mistakes.

22. Desire to Improve

The service team’s work is never done. To excel in this role, you’ll need to continuously hone your skills and increase efficiency. You’ll never stop learning.

• Customer Service Channels
• Customer Retention

While the above customer service skills address specific ways you may interact with customers, these customer service areas address the larger "themes" you may see in your role (or perhaps how your customer service team is organized).

1. Customer Service Channel Mastery

Nowadays, customer service professionals use a myriad of tools. While the above skills apply to any and all customer interactions, some channels may require different skills and best practices.

For example, the synchronicity of a phone conversation can help solve certain problems whereas the asynchronous nature of email or social media may lend itself better to other issues. Moreover, the different channel interfaces require different language, tone of voice, and levels of explanation.

For example, it's easier to demonstrate a solution over email, where you can include screenshots and links. On the other hand, a phone call may make it easier to chat through an issue with a customer who may not need a step-by-step fix.

Customer service channel mastery is an important customer service area to train and hone.

2. Customer Service Management

Customer service management requires some different skills than working directly with customers. Management should create processes on which representatives (and customers) can rely.

This customer service area should focus on training, feedback, process development, onboarding, product training, meetings, and team alignment.

Customer service management is also responsible for the quality of service — ensuring all representatives serve customers with accurate, relevant, timely information. This can be improved through new guidelines and standards.

3. Customer Retention

Retaining customers is less expensive and more impactful than continuously attracting new ones. The customer journey shouldn't cease when a sale is made — delight is an important component of the flywheel . Not only does it keep customers around, but it also incentivizes word-of-mouth marketing, which can bring in more new revenue than your own marketing.

Customer service is at the heart of customer retention. Encourage your team to solve for the long game of customer service — keeping your customers satisfied ... and keeping them, period.

Master These Customer Service Skills and Areas

By choosing to adopt a growth mindset, you give yourself permission to persevere through challenges and come out stronger on the other end.

If you're looking to build your career in a customer-facing role, prioritize these customer service areas and skills. Your customers will thank you!

Editor's note: This post was originally published in February 2021 and has been updated for comprehensiveness.

Don't forget to share this post!

Related articles.

10 Creative Ways to Keep a Positive Attitude No Matter What

Customer Service Automation: How to Save Time and Delight Customers

4 Ways to Use AI Writing Assistants For Customer Service

Great Customer Service Stories We Love to Share

Virtual Assistants in Customer Service: How They Work + Tools to Use

30 Empathy Phrases Customer Service Reps Should Use

What Is Customer Service? The Ultimate Guide

Hypercare: Why It Matters in Customer Support

20 Essential Customer Service Job Skills (& How to Gauge Them)

27 Conflict Resolution Skills to Use with Your Team and Your Customers

Master your career in customer support with this free guide.

Service Hub provides everything you need to delight and retain customers while supporting the success of your whole front office

CallMiner's 2024 CX Landscape Report is here!  | Download today

• Why CallMiner?

See how we help you translate customer insights into business value.

Contact Center Experience

Frontline agent experience.

Boost frontline agent performance and satisfaction with AI-driven insights. Improve training, reduce churn, and elevate customer interactions with CallMiner.

Quality Management

Ensure quality assurance and maintain compliance with CallMiner’s AI-powered quality management and analytics solutions. Learn more today.

Contact Center Efficiency

Boost contact center performance with AI-driven insights. Optimize call handling, costs, and customer satisfaction with CallMiner’s efficiency solutions.

Risk & Compliance

Strengthen compliance and reduce risks with CallMiner’s AI-driven risk mitigation and compliance analytics solutions. Learn more today.

Fraud Detection

Detect and prevent fraud with AI-driven conversation analytics. Enhance security, reduce risk, and protect your organization with CallMiner's fraud detection tools.

Sales Effectiveness

Enhance sales effectiveness and improve customer interactions with CallMiner’s AI-powered sales solutions. Learn more today.

Experience Management

Customer experience.

Unlock powerful customer experience analytics with AI-driven insights. Improve satisfaction, loyalty, and engagement across interactions with CallMiner.

Product Experience

Elevate product experience and gather actionable customer feedback with CallMiner's advanced analytics and AI solutions. Learn more today.

Brand Experience

Boost customer loyalty with CallMiner's brand experience analytics solutions. See how you can enhance your brand's performance using advanced analytics.

Enhance patient care and operational efficiency with AI-driven healthcare analytics. Improve outcomes, reduce costs, and ensure compliance with CallMiner.

Communications

Boost communication efficiency with CallMiner's conversation analytics for communications. See how you can enhance customer interactions and performance.

Enhance retail customer experiences and drive sales with CallMiner's AI-driven analytics and optimization solutions. Learn more today.

Finance & Banking

Improve risk management and customer experience in finance and banking with AI-powered analytics. Enhance decision-making, compliance, and operational efficiency.

Collections

Enhance collections performance with CallMiner's collection contact center analytics. See how you can optimize recovery rates and customer interactions.

Conversation analytics makes it possible to understand and serve insurance customers by mining 100% of contact center interactions.

Energy & Utilities

Enhance operational efficiency and customer experience in energy and utilities with AI-driven analytics. Drive insights, reduce costs, and ensure compliance.

Explore CallMiner's business process outsourcing solutions to enhance call center efficiency and performance with advanced analytics. Learn more today.

Travel & Hospitality

Elevate guest experience and optimize operations with CallMiner’s AI-driven solutions for travel and hospitality industries. Learn more today.

Drive technological innovation and operational excellence with CallMiner’s tailored AI solutions for tech professionals. Learn more today.

CallMiner Eureka Platform

Analyze customer interactions at the deepest levels to gain insight.

PRODUCT SUITE

• Screen Record
• Solution Catalogue
• Integrations

Customer Stories

Learn how we’ve helped businesses like yours grow and transform.

• Customer Success

CallMiner Customer Connect

Learn more about our customer community where you can ask, share, discuss, and learn with peers.

• Learning Center

Learn from our experts with these whitepapers, webinars, and case studies.

Explore All

Additional Resources

• CallMiner Research Lab
• CallMiner CX Landscape Report
• Frequently Asked Questions

CallMiner is a Leader!

Learn why we're a Leader in The Forrester Wave™: Real-Time Revenue Execution Platforms, Q2 2024 report.

Discover where we’ve come from and where we’re going.

Meet CallMiner

• Investors & Board

Explore product demos and get more pricing details.

25 conflict resolution strategies for customer service

The Team at CallMiner

July 28, 2022

Given the often-hectic nature of call-based customer support, it is not at all uncommon for conflicts to arise with confused or otherwise frustrated customers. Companies with effective strategies for handling these situations and  skilled customer service agents  capable of diffusing tension can turn difficult customer interactions into opportunities to exceed expectations, influence the customer’s perception of their business, and improve the customer experience to boost customer retention.

The most successful companies have solutions in place for  monitoring customer interactions  and  analyzing sentiment . By measuring results and identifying the tactics that work to achieve positive outcomes from difficult customer situations, businesses can fine-tune their approach to conflict resolution to increase the odds of turning negatives into positives with each difficult situation.

Leveraging Emotion to Improve CX & Elevate Contact Center Performance

Customer service agents looking to amicably resolve issues that spring up with difficult customers need to pull from time-tested conflict-resolution techniques on the fly. The best agents are able to keep their own emotions under control while effectively dissolving tension between themselves and upset customers, but even the best perform better with clear strategies they can leverage .

What are conflict resolution strategies for customer service?

Conflict is a disagreement between two parties (two individuals, a customer and a company, etc.). It happens when two parties have divergent perspectives, ideas, or opinions and can’t agree on an outcome or next best action. Conflict resolution means solving the problem at hand and deciding on an outcome or action that both parties agree to. In some cases, conflict resolution involves the two parties agreeing to disagree. Conflict resolution strategies for customer service are approaches to negotiating and reducing the tension between a customer and the company in effort to come to an amicable solution that satisfies both the customer and the company.

In customer service, conflicts often arise from customer dissatisfaction. Customers may be frustrated because they’re having a problem with a product or service. They may be angry because they’ve been in touch with customer service several times and still don’t have a solution to their problem. Customers may be upset because the company’s customer support team promised them a solution in a previous interaction but did not follow through. Conflict can arise from any of these circumstances (among others) as customers become increasingly frustrated.

Customer support representatives armed with effective conflict resolution strategies are skilled at diffusing these situations, calming customers down, and working out a solution that addresses the customer’s problem. Note that the outcome doesn’t necessarily require “fixing” the problem directly, as that may not always be possible. Instead, other solutions, such as a refund or replacement product, can be used to resolve conflicts, as long as the solution is acceptable to both parties.

How people approach conflict: The Thomas-Kilmann Conflict Model

The Thomas-Kilmann model is a framework that describes the primary ways most people manage conflicts. According to Management Weekly , this model assumes two main dimensions or approaches to conflict resolution:

• Assertiveness — People tend to be assertive when they fear losing something of value or feel that their interests are threatened.
• Cooperativeness — People take a cooperative approach to conflict resolution when their aim is to accommodate the other party’s interests.

The degree to which each of these approaches is employed by one or both parties' results in five main strategies commonly used in managing conflict. The Participation Company describes the five conflict resolution strategies from the Thomas-Kilmann model, including:

• Avoiding (low assertiveness, low cooperativeness) — when the two parties don’t acknowledge the conflict. This often occurs when one or both parties are uncomfortable with conflict. This strategy does not lead to a resolution and is generally unproductive. In fact, the conflict can escalate over time when it’s avoided.
• Competing (high assertiveness, low cooperativeness) — when two parties engage in a conflict with the intention to win. This conflict resolution strategy involves one side winning and the other losing. The strategy employed in sports, it’s not ideal for customer service conflict resolution or conflict resolution in the workplace.
• Accommodating (low assertiveness, high cooperativeness) — when one party concedes to the other, giving in to the demand of the other party to avoid or resolve the conflict. This conflict resolution strategy can lead to unresolved issues, with further conflict arising later.
• Collaborating (high assertiveness, high cooperativeness) — when both parties engage in a discussion to develop a solution that’s agreeable to all involved. This is an effective conflict resolution strategy that can produce new ideas and generally results in long-term resolution.
• Compromising (medium assertiveness, medium cooperativeness) — when both parties lower their expectations or give up something that they want to come to an agreeable solution. When this conflict resolution strategy is used, neither party “wins” or gets everything that they want. However, it does often result in long-term conflict resolution.

Within these approaches, there are many strategies that customer service representatives can employ to work towards collaboration or compromise. When collaboration or compromise are not achievable, companies commonly take the accommodating approach to ensure customer satisfaction. The most effective way to approach a conflict often depends on where the customer falls on the assertiveness and cooperativeness scales. However, because customers can become more or less assertive and more or less cooperative over time, agents often need to use several techniques to resolve conflicts.

Read on to learn some of the best conflict resolution strategies and ideas that agents can implement on the job:

Conflict resolution strategies for customer service

1. Reassure frustrated customers that they are fully understood.

Everyone wants to be understood, particularly when they’re interacting with customer service agents. When a customer doesn’t feel as though you understand their problem or concern, they are likely to become increasingly assertive and less cooperative.

“Whether or not you agree with an agitated customer isn’t really important. To de-escalate someone who’s ineffectively expressing anger, you’ll need to be kind and respectful to them. Tell them you hear what they’re saying, even if it doesn’t really make sense to you. Remember, if they are emotional they are probably not being totally logical at that moment.” – Vanessa Rose,  Customer Service Conflict Resolution: A Step-by-Step Guide , Pollack Peacebuilding Systems; Twitter: @PollackPeace

2. Be sure to apologize.

Apologies go a long way in customer service. Even if your company didn’t do anything wrong, apologize for the inconvenience and frustration the customer is experiencing.

“Even if you were not at fault, after empathizing with the customer, you should be able to sincerely apologize. Nobody likes being inconvenienced; you should understand that. It’s like replying to a negative review IRL.” –  Customer Service Roleplaying Scenarios , Broadly; Twitter:  @getbroadly

3. Practice intent listening when interacting with customers.

In order to understand the customer’s problem and empathize with them, agents first must listen carefully without interrupting.

“When customers talk, listen to them carefully rather than interrupting. Summarize the main point, once your customer has stopped talking. This will help both of you to work together on a solution. Set a time limit and end the interaction, when the customer refuses to act constructively. Listen for understanding, as irate callers just want someone to listen to their story, even if you are unable to help them.” – Megha Jadhav,  Top 7 conflict resolution tips for great customer service , Vision; Twitter:  @visionhelpdesk

4. Ask questions as much as possible.

Asking questions shows the customer that you want to understand the problem fully, which indicates that you genuinely want to resolve their issue. By asking questions, customer service agents often can identify the root of a problem, rule out other causes and solutions, and provide a quick resolution that solves the customer’s problem.

“Communication is integral to everything you do in a successful customer relationship. It’s the mark of a mature company – one that, regardless of its experience, countless interactions with customers  just like this one , and general expertise – to ask questions.” – Madeleine LaPlante-Dube,  6 Conflict Resolution Tips to Foster Better Customer Relationships , HubSpot; Twitter:  @HubSpot

5. Practice optimism and positivity in communicating with customers.

Optimism is infectious, and a positive attitude can help to de-escalate angry customers. No matter how frustrated a customer, it’s more difficult to communicate in an angry or disrespectful manner with an agent who is caring, empathetic, and optimistic that they can solve the problem.

“A positive attitude goes a long way in customer service. Make sure you know all of the benefits of the products or services your company provides and convey them to your customers. If customers have a problem with a product or service, focus on what you can do to help them. While you don’t want to seem overly happy when a customer is upset, being proactive and optimistic can help a customer stay positive too.” – Alison Doyle,  Top 10 Soft Skills for Customer Service Jobs , The Balance; Twitter:  @thebalance

6. Clarify comprehension of the problem by repeating it to the customer.

After listening to the customer and asking questions to clarify their understanding, it’s crucial to describe the problem to the customer in your own words. This allows the customer to clear up any miscommunication or misinterpretation so that you can tackle the problem at hand efficiently.

“Once he’s had time to explain why he’s upset, repeat his concerns so you’re sure that you’re addressing the right issue. If you need to, ask questions to make sure that you’ve identified the problem correctly. Use calm, objective wording.” –  Dealing With Unhappy Customers , MindTools; Twitter:  @Mind_Tools

7. Show customers your appreciation.

Whatever the outcome of the conflict, ensure that the customer knows that you appreciate their business and that they took the time to make you aware of a problem. It’s common for multiple customers to experience the same problem, so knowing that the issue exists gives you an opportunity to proactively resolve it for other customers.

“Once you’ve achieved a solution, make sure you take time to thank the customer for bringing this problem to your attention and working toward a solution with you. It shows that you value their opinion and their business. This also ends the conflict on a positive note and leaves the customer feeling appreciated and heard.” – Resolving Customer Conflicts , England Logistics; Twitter: @EnglandLogistic

8. Address customer concerns quickly.

Your customers’ time is valuable, and they don’t want to spend hours of their day on the phone with a customer service agent. Listening and confirming your understanding of the problem will help you resolve issues promptly.

“To effectively manage client conflict, you need to handle it quickly. I know that having tough conversations with unhappy clients is never enjoyable, but the faster you can tackle the issue, the better. The longer it takes to address the problem, the bigger the hurdle will be to find a positive solution and make the client happy. Plus, by responding and acting quickly, you’re demonstrating to your client that you care about the client and take the situation seriously.” – Jennifer Bourn,  Managing Client Conflicts , Liquid Web; Twitter:  @liquidweb

9. Avoid jumping to conclusions about the customer’s problem.

Don’t assume that you know what the customer’s problem is before they’ve finished explaining. While it’s possible that you’ve addressed the same problem with other customers, jumping to conclusions can make customers feel like you don’t want to take the time to listen.

“Above all, don’t assume you know what went wrong, even if you’ve heard similar stories before. Customers don’t like to be treated like they’re one of the anonymous herd. Find out what’s unique to their situation.” – Sterling Newberry,  Customer Complaints: Five Easy Steps To Turn Conflict Into A Competitive Edge , Mediate.com; Twitter:  @mediatecom

10. Reassure customers about necessary transfers.

There are often times when customer service representatives need to transfer customers to another department or escalate an issue to a manager who has the authority to offer an appropriate solution. But being transferred can frustrate customers who fear that they’ll have to explain everything they’ve just explained all over again. Reassure them that the next agent will be fully informed and capable of addressing their problem before initiating the transfer.

“Few customers will jump for joy because of a transferred call no matter how you handle it, but it’s better to assure them that the action was taken in their favor in order to solve their current problem.” – Gregory Ciotti,  Go-To Scripts for Handling 10 Tricky Customer Service Scenarios , Help Scout; Twitter:  @helpscout

11. Look for additional insights as you work towards a resolution.

Conflicts are an excellent source of insight about your customers, their needs and expectations, and what types of solutions satisfy them. Take advantage of conflicts to better understand your customers.

“Conflict, when approached in a mutual respective atmosphere, can bring better insights about your team or client’s expectations, communication styles, which can arm you with the best information to find a resolution that’s best for the client, the team, and the project.” – Jayna Fey,  Resolve Conflicts In The Workplace With These 12 Techniques , DPM; Twitter:  @thedigitalpm

12. Avoid interrupting customers while they explain their problems.

Like jumping to conclusions, interrupting a customer while they’re explaining their problem makes them feel like you don’t care enough to listen to them, which only increases the tension—and your customer’s frustration.

“Notice that acknowledgement is not the same as agreement. When you truly understand your client’s viewpoint, your own becomes clear. If you cut off the customer before you fully hear their side of the story, that interruption can have disastrous consequences.” – Chris Westfall,  Five Negotiation Strategies When Traditional Customer Service Fails , Forbes; Twitter:  @forbes

13. Actively brainstorm on potential solutions to your customer’s problems.

Make your customer part of the conflict-resolution process by inviting them to suggest solutions or provide feedback on the solutions you offer. When customers feel like they’re part of the decision-making process, they’re likely to be happier with the outcome.

“When customers are upset, they want to know how you are going to handle the problem and fix it. Brainstorming and coming up with viable solutions is an important aspect of customer conflict resolution.

“Tailor solutions to the customer and their specific problem. Don’t offer a universal solution for everyone who has conflict. For example, offering a refund might be necessary, but it shouldn’t be the only customer conflict resolution step you take.” – Rachel Blakely-Gray,  How to Pursue Customer Conflict Resolution With a Level Head , Patriot; Twitter:  @patriotsoftware

14. Do not forget to follow up post-resolution.

You’ve successfully resolved the conflict, de-escalated the customer, and provided a solution that they’re happy with. But it shouldn’t end there. Following up in a few days or weeks to confirm that the customer isn’t having further problems will demonstrate that you value their business and want them to be satisfied.

“Once a solution is agreed upon, you execute it. This includes fixing the product or service and providing the additional remedy. Following up is a huge final step. Customers often won’t even complain once, they just disappear. If you do hear of a problem and attempt to fix it, you need to follow-up. This ensures the customer ends up happy and satisfied with the outcome. It also protects against an even more infuriated customer out in the marketplace spreading negative messages.” – Neil Kokemuller,  Problem Solving Steps in Customer Service , Chron; Twitter:  @houstonchron

15. Account for customers’ biases and try to adapt to their communication style.

Customers who have had negative interactions with customer service representatives in the past may expect agents to be uncooperative or unpleasant. Consider how these preconceptions are affecting their communication style and adapt accordingly.

“Realize that just like you, other factors may come to play and affect the person’s interaction with you. Assumptions and how the person perceives you may color how he judges the situation and interprets it. We often deduce information we receive based on how we view the person communicating. Stress and other personal challenges contribute to how effectively we communicate and handle conflicts with other people.” – Teju Duru,  14 Basic Tips for Conflict Management via Email , Woculus; Twitter:  @ayo_oyedotun

16. Consider escalating issues to superiors when necessary.

When you know that you can’t identify an acceptable solution or don’t have the authority to approve the solution a customer needs, escalating the issue is necessary. While you should still listen to the customer without interrupting, explain why you need to escalate their call as soon as you have the opportunity so that you don’t waste your customer’s valuable time.

“If you can’t resolve an issue on the phone, or if conversations start to go out of your pay grade, don’t be scared to escalate the issue to a superior.” –  Dealing with Difficult Customer Calls , SkillsYouNeed.com; Twitter:  @skillsyouneed

17. Study the company’s products and services deeply to better accommodate customers.

A thorough understanding of the company’s products and services is essential for effective conflict resolution. Without this knowledge, it’s difficult to fully understand customers’ problems, let alone offer workable solutions.

“Understanding the product being sold is crucial for a good team. Companies forget this sometimes, however, and fail to adequately train representatives. This prevents them from doing their jobs. Working from scripts can be helpful, but isn’t enough to turn a decent employee into a great company advocate.” – Margarita Hakobyan,  6 Customer Service Skills Every Employee Needs , CustomerThink; Twitter:  @customerthink

18. Allow customers to vent first, then offer solutions.

Angry customers may need to vent, and they may calm down after getting their frustrations out. Plus, allowing them to express their frustration shows them that you’re willing to listen, because you want to help them.

“When faced with an angry customer, FIRST focus on acknowledging the feelings and upset of the customer. Once the customer starts to calm down as a result of having his or her feelings recognized, THEN move to solving the problem. You’ll find that this will save you a lot of time and energy.” – Robert Bacal,  The #1 Mistake Made Dealing With Angry Customers , Conflict911; Twitter:  @rbacal

19. Avoid placing blame on the customer in any way.

It’s often said that the customer is always right. That’s not true, of course, but you should never indicate to a customer that you think they’re wrong. It can anger customers who were initially calm and rational or further anger those who entered the conversation already frustrated, which isn’t helpful when trying to resolve a conflict.

“Under no circumstance must the customer feel that they are being told that they are wrong. Doing so will only make them more negative and possibly vengeful and anyone in business knows that even one angry customer out to get you has the potency of a devastating hurricane.” – Emily Newman,  Honing Conflict Resolution Skills , Yonyx; Twitter:  @yonyxtweets

20. Make important steps in problem resolution explicitly clear.

Once you’ve reached a resolution, it’s imperative to take the time to explain any steps the customer must take or limitations on the solution you’ve offered. Doing so helps to avoid misunderstandings and further conflicts.

“Any time there is inadequate communication, the chance for conflict escalates. For example, an angry coworker (Leonard) confides to you that he forgot to tell a customer about limitations on your organization’s return policy. As a result, when the customer brought a product back, another coworker had to deal with a frustrated and angry customer.” – Robert W. Lucas,  Responding to Conflict With Customers , SelfGrowth; Twitter:  @SelfGrowthNow

21. Work out the details in your customer issue-handling protocol.

Customer service departments should develop clear policies for how agents should recognize and interact with customers during conflicts. This ensures that all customers receive the attention and respect they deserve.

“Sometimes customers are unfairly labeled ‘ difficult people ’ due to inadequate, confusing, or poorly thought-out policies and protocol. By setting clear standards regarding the treatment of customers, managers can help employees better manage challenging situations and ensure that all parties are treated with dignity and respect. After clearly defining policies, managers should empower employees to make wise, humane decisions within those boundaries.” – Katie Shonk,  How to Deal with Difficult Customers , Harvard Law School; Twitter:  @HarvardNegoti8

22. Establish clear, professional communication boundaries to limit abuse from irate customers.

While you shouldn’t interrupt customers as a general rule, agents also shouldn’t have to tolerate abusive behavior. When conflict arises or escalates, it’s important to let customers know that you’re aiming to have a cooperative discussion with mutual respect.

“Make statements that let the customer know that certain words or behaviors are beyond the limits of cooperative or productive business conversation (always use positive, supportive tone of voice).” –  7 Things You Can Do to Diffuse Angry Customers , TrainingCourseMaterial.com

23. Exercise flexibility where appropriate.

Not every customer issue fits neatly into a “common customer problems” box. When existing policies and solutions don’t fit, agents should have flexibility to develop solutions outside the norm as long as they comply with any guidelines or limitations. If conflicts arise that fall outside the agent’s authority, ensure that they can quickly initiate a seamless transfer to another representative or manager who can resolve the issue.

“Sometimes a single irregular customer can put a part of your service policy into question. That’s great if you’re in a position to adjust it. If employees are taught to think for themselves, get a framework of rules as well as the authority to bend the rules when necessary, then a customer who teaches you something new is a stroke of luck.” – Sven,  Solving the 7 Hardest Customer Service Scenarios , Userlike; Twitter:  @userlike

24. Head off issues preemptively by acting on feedback.

The best way to resolve conflicts is to avoid them altogether—not because you’re not acknowledging them but because they don’t exist. While it’s impossible to eliminate all potential conflicts, soliciting customer feedback and taking action on those insights can reduce the number of conflicts your agents need to handle.

“You also need to be able to identify and anticipate potential issues. Soliciting customer feedback is a smart way to let customers tell you what they’re experiencing says Tommy Walker, Head Editor of the ConversionXL blog. He recommends, ‘Building feedback loops to gather insights at every point in your customer lifecycle.’” – Elliott Brown,  7 essential steps to solving customer service problems with content , SurveyMonkey; Twitter:  @SurveyMonkey

25. Identify core concerns if a customer is venting.

Agitated customers may describe a number of issues during the same interaction. Listen, ask questions, and confirm your understanding to pinpoint the main problems and identify the solution the customer wants.

“An agitated person can jump from subject to subject, and it’s up to the rep to find the specific solution for which the individual is looking. Sometimes, someone is calling just to vent his frustration. In that case, the goal is to lend a sympathetic ear for a sufficient time, enable the caller to blow off some steam, and then end the call by wrapping up the situation.” – Brechtje van Houtum,  The seven essential conflict resolution skills for customer service reps , CM.com; Twitter: @CMcom

Product Demo Videos

Additional resources you might like:.

Generative AI Is The Catalyst For Change In The Contact Center

Navigating the Modern Omnichannel Contact Center

How to Drive Business Improvements with Customer Insights

The 12 Customer Emotions Brands Must Understand

Related posts, how ai is reshaping the bpo business model.

For the BPO industry, there’s a seismic shift underway. Traditionally seen as cost centers, BPOs are now leveraging AI to transform into strategic val...

CallMiner’s 2024 CX Landscape Report highlights AI’s shift from hype to strategic execution

CallMiner's 2024 CX Landscape Report makes one thing clear — organizations are becoming more intentional and strategic about their use of AI to drive ...

19 CX management strategies and innovations in the contact center

The experience a customer has with an organization's contact center has a direct impact on overall CSAT. Learn why CX management is crucial for today'...

CallMiner provides industry-leading call center technology to drive business performance improvement for the omnichannel contact center . Our text and speech analytics technology makes it possible to capture and analyze 100% of customer conversations via phone, email, chat, web, social, SMS, and surveys. Emotion analysis and customer journey mapping tools provide a deeper understanding the customer’s mindset, allowing organizations to optimize customer journey touchpoints and to automate customer experience journey mapping . CallMiner makes it easy to measure business performance as well as performance of individual agents and groups with customizable call center KPIs . Connecting the dots between insight and action, CallMiner helps identify areas of opportunity and improvement that can lead to superior omnichannel customer service and stronger customer relationships.

• Industry Solutions
• Use Case Solutions
• Role Solutions
• CallMiner Customer Stories
• Individual Rights
• Terms of Use
• Privacy Policy

“Our purpose is solving customer problems”: OSS President Rahul Atri on Inside Track

Rakuten Symphony is a standout player in telecom because of its unique ability to understand and solve customer problems, the President of its OSS Business Unit (OSS BU) has said.  

In the second edition of ‘Inside Track’, the new employee-facing live series hosted by comms director James Dartnell, Rahul Atri outlined the importance of understanding customer needs, why Rakuten has a strong track record of cultivating leaders and why “AI-washing” will not deliver value to mobile network operators.  

Atri returned to Rakuten Group as Rakuten Symphony OSS BU President in 2023 having previously played a central role in deploying Rakuten Mobile's network - one based on an autonomous, cloud-native, end-to-end network architecture. He now leads a division of over 1,000 employees – Rakuten Symphony’s largest BU, the majority of which comprises engineers.

The Inside Track session kicked off with Atri emphasising the telecom industry’s fascination with the Rakuten telecom story. Rakuten Symphony’s experience in operating Rakuten Mobile’s network gives the organisation an ability to put “ourselves in the customer's shoes and help solve their problems with technology,” he said.

“They want to learn from us in terms of how we created things and how we solve problems. What customers love about us is we are not just there to sell more boxes and software. We own their problem and solve that end-to-end. We've been successful at doing that.

“I've been in multiple conversations with customers where they're not initially able to articulate some of their challenges, but we’re able to tell them a story that shows we’ve gone through the same journey and how we overcame that challenge. We have a product platform which is run across the lifecycle of Rakuten Mobile. I think that's our differentiator - that’s extremely helpful to customers.”  

Atri highlighted how Rakuten Symphony’s unique approach to solving these problems has supported one of the world’s largest brownfield operators in retiring 15 legacy applications, with more to come. “That’s big – they’ve got so many technologies as part of their operation,” he said. If you want to work with brownfield operators and solve their problems, you need to have a culture in which you continuously innovate.”  

The second episode of Inside Track hosted two audience participation polls, the second of which revealed an eye-opening result - 70% of audience members agreed that the most important factor in building innovative and effective products and solutions is through a culture that enables employees to be creative - and to fail – a sentiment with which Atri strongly agreed.  

“I want alchemists in my team - people who can connect the dots from what the customer is looking for to what the product should be. I think it's also very important in today's world to be a storyteller if you want to climb up the ladder faster. My advice is to be a ‘kid’ - be curious about everything. Don’t be scared of being judged. The more you experience you gain - especially in telecom – the more you build walls and a safety net around you. Learning never stops.”

Team work makes the dream work

Atri went on to highlight the importance of successfully unifying experts across UX, product management and quality assurance teams to deliver products and experiences that deliver value. “Whoever is working on products, whether it is the designer who creates the beautiful layouts and UX, the quality assurance team who really stress test the product, and developers who write the code – they all need to understand what the essence of the product is for the customer, how they're going to use it. In the OSS BU we know whatever code each employee is writing and where that is being used, how it looks, what customer uses it, and where it can be improved.”

No ‘AI-washing’

Understanding user intent is fundamental to Rakuten’s approach to developing AI services that can make a tangible difference to mobile network operators, Atri said. “We focus a lot on the ROI of our products - we don't want to just wash them with AI, to say we have a chatbot enabled. What customers really need is more insight and value. Today, anyone can talk to an AI platform. What we are working on is how to convert this into a mechanism where the tool can take care of the rest. We want to become a platform which can make a network programmable - where you can convey your intent to the platform, and the platform listens to you and takes care of the rest, whether it is scaling out a new application, deploying an edge site, reconfiguring itself or deploying networks to support slicing. The platform needs to understand whoever is behind the screen – whether it is a NOC engineer, a salesperson or the CEO - and what they are specifically asking.”

The conversation concluded with Atri sharing his take on Rakuten’s strong track record of developing leaders internally – a culture that he himself has directly experienced. “Rakuten is the place where curiosity gets its wings,” he said. “Rakuten Symphony has been the disruptor. We've been the challenger. I think that comes from the leadership and the DNA we carry. We are a big company, but we have the heart and soul of a startup.”  

Atri is now striving to continue this positive example by increasing the number of female leaders within the OSS BU. He gave a nod to Subha Srinivasan, Rakuten Symphony’s Global Head of Customer Excellence, as an example to other employees. “I’m trying to increase the number of female mentors in our organization, and Subha is a great example of that. What we have seen is that female leaders are often faster, more agile, more complete.”

“Read every day”

Atri’s Inside Track episode garnered extensive audience interest, and he rounded off the discussion by addressing an audience question – how can tech specialists transition to becoming business leaders without a business background, and how should they start that journey? “ Read every day,” Atri said. “Then spend time going out of your comfort zone. When you don't know something, be bullish and ask as many questions as you need to. You need to be boundary-less, own problems and find a way to solve them, despite whatever challenges are in the way.”

Network Automation

Subscribe to covered , a newsletter for modern telecom, you are signed up, #wearesymphony, we are symphony: a conversation with sridhar bhaskaran, spotlight on tech, how digital twin technology will tame 5g/6g ran complexity, we are symphony: a conversation with joshua gillman, we are symphony: a conversation with melanie jang.

The Inside Track: Meet Ryan Son, President of Rakuten Symphony Internet Services

Automating ai solutions for telecom: a blueprint for industry-wide innovation, rakuten symphony, aws leaders highlight the importance of automation and data aggregation in unlocking ai telco data value.

To learn more about Rakuten Symphony transformational technology and unique software based cloud approach, to join the community as blog contributor, and for other feedback and information, contact us via one of our channels below.