Posted by Meredith Estep on Wed, Feb 10, 2010 @ 08:02 AM
Working in customer service for a couple of years has made me learn that not every problem is solvable, no matter how badly I want it to be. While you should always make sure you try everything possible to solve the problem at hand, there will be times when you cannot give the customer the outcome they want. At those times, depending on the customer, it may cause a strain on the relationship. Make sure you let the client know that you have done everything in your power, and that management has been informed of the situation. Even though you may not be able to solve the problem at hand, it is still vital to let the customer know they are very important to you.
There are many reasons why sometimes things may not be in your control. This can happen when the customer is requesting something that is against company policy, or it might be more beneficial for the client if you go a different route with solving the issue. Sometimes your company simply will not have the appropriate resources, such as time or product, to fulfill the client's request. Below I have listed a few helpful ways to handle those tough situations.
One way to address the situation is to provide the client with every possible alternative. Give your customer many different scenarios so they can look at it from all angles, then they will have an easier time determining what they want to do from there. Also, make sure to get the client in touch with management. Customers feel a sense of control and recognize they have your respect when dealing with a higher authority. Depending on the situation, you may be able to offer them an incentive on a future order. Do not consider this a quick fix to the problem at hand, but it may help ease tensions when getting to the root of the issue. Finally, you should let the client know that you are going to have an internal meeting with your team to discuss changing policies if possible. You and your team can come up with ways to better handle the situation the next time it comes up, and to make it easier for your customers. These are all great ways to help you handle those tough situations, and if used effectively can help better your customers' experience even when you have to say no.
Finally, as long as you have exhausted every possible avenue, it is very important to make sure you do not take the customer's frustration personally. Not many customer service reps would be the field very long if they considered it their fault every time they had to say no to a client. Remember that typically the customer's frustration is not with you personally, but with the company. However, as the face of the organization you will receive the brunt of the client's disappointment. Keep your head high and make the best of a sticky situation by doing everything you can to please the customer and keep them coming back.
- Amanda Browning