With positive language: “That product will actually be available next month. Without positive language: “I can’t get you that product until next month it is back-ordered and unavailable at this time.”. Here’s an example: Let’s say a customer contacts you with interest in a particular product, but that product happens to be back-ordered until next month. One of the most important skills in interacting with customers is the use of positive language to help avoid accidental knee-jerk reactions. Fortunately, there is a much better way to go about it. No ecommerce store owner or support champion likes to tell a customer that an item isn’t currently available. Placing the emphasis on the customer’s needs over your own situation (“I don’t know,” “I’m new here,” etc.) lets them know that it doesn’t matter that you don’t know the answer because you’re going to do whatever it takes to find out for them. “Does the ‘Premium’ package come with X?” “Great question, let me find that out for you right now!” Customers may be sympathetic that you don’t know, but they’re not interested in hearing about it. The mistake many support reps make, however, is in using the knee-jerk “I don’t know” response, which doesn’t help the customer. After all, a support rep’s responsibility is to have the tenacity to make things right, not to be perfect (especially if you’re new). You shouldn’t beat yourself up for not knowing an answer. If you’re looking to train new team members, engage in role-playing as a group, or just improve your own ability to handle tricky customers and situations like a pro, consider these flexible scripts for the 16 most challenging customer support scenarios. How to respond to 16 tricky customer service scenarios Below are a handful of troublesome scenarios you may come across, plus some guidance on how to handle them. Some of these scenarios can be quite hectic to deal with when they arise, and that’s where a little preparedness goes a long way. You may encounter these scenarios while working, or you may be quizzed on how you would handle them while interviewing for a new job. What are customer service scenarios?Ĭustomer service scenarios are difficult situations that you’re likely to encounter as a support professional. They allow reps to have examples of what to say to customers in a tough situation but also give them the flexibility to adapt and add their own personality. 
This is where flexible responses - in lieu of pure scripts - can be quite useful.
Given the variable nature of interacting with customers, however, it’s easy to see how support center champs can benefit from some forward-thinking in dealing with tough customer service scenarios. Customer service should be a conversation rather than a cold, lifeless script.
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