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Solving Common Streaming Problems with Sling TV Customer Care
In today’s digital age, streaming services have become increasingly popular for entertainment consumption. With the rise of platforms like Sling TV, people can enjoy their favorite shows and movies on-demand. However, like any technology, streaming services can sometimes encounter technical issues or glitches that may disrupt your viewing experience. Thankfully, Sling TV offers excellent customer care to help you troubleshoot and resolve these common streaming problems.
Troubleshooting Connectivity Issues
One of the most common issues users face when using any streaming service is connectivity problems. If you find that your Sling TV is buffering excessively or experiencing constant interruptions, it’s essential to address the issue promptly. The first step in troubleshooting connectivity issues is to check your internet connection.
Begin by ensuring that your internet speed meets the minimum requirements recommended by Sling TV. A stable internet connection with a download speed of at least 5 Mbps is generally sufficient for standard definition (SD) streaming. For high-definition (HD) content, aim for a download speed of at least 25 Mbps.
If your internet speed meets these criteria but you’re still encountering connectivity problems with Sling TV, try restarting your modem and router. Sometimes, a simple reboot can resolve temporary network congestion or address any firmware issues.
Fixing Audio and Video Quality Problems
Another common complaint among streaming service users is poor audio or video quality. If you notice that the picture is pixelated or blurry or if the audio sounds distorted or out of sync while using Sling TV, there are several steps you can take to improve the viewing experience.
Firstly, ensure that your device’s display settings are correctly configured. Check if the resolution settings on both your device and within the Sling TV app match one another. Adjusting these settings to match the capabilities of your television or monitor can significantly enhance video quality.
If adjusting display settings doesn’t solve the problem, try closing unnecessary background applications or browser tabs that may be consuming bandwidth. Streaming services require a stable internet connection, and having multiple applications or tabs open can strain your network resources.
Additionally, consider using a wired internet connection instead of relying on Wi-Fi. While Wi-Fi is convenient, it can sometimes be prone to interference or signal loss. Connecting your device directly to the modem or router using an Ethernet cable can provide a more stable and reliable connection.
Resolving Account and Billing Issues
Occasionally, Sling TV users may encounter account-related problems or billing issues. If you’re experiencing difficulties accessing your account, such as forgotten passwords or username discrepancies, Sling TV’s customer care team can assist you in recovering your account.
For billing concerns like unauthorized charges or incorrect subscription plans, reaching out to Sling TV customer care is crucial. Their dedicated support team will guide you through the necessary steps to resolve any billing discrepancies promptly. It’s important to have accurate information regarding your subscription plan and payment details when contacting customer care for a smoother resolution process.
Seeking Technical Support for Device Compatibility
Streaming services like Sling TV are available on a wide range of devices, including smartphones, tablets, smart TVs, streaming media players, and gaming consoles. However, not all devices are compatible with Sling TV’s app or may have specific technical requirements that need attention.
If you’re having trouble installing the Sling TV app on your device or if it crashes frequently during usage, contacting Sling TV customer care is the best course of action. Their knowledgeable support staff can guide you through potential troubleshooting steps specific to your device model and operating system version.
In some cases where compatibility issues persist even after troubleshooting efforts have been exhausted, customer care representatives may suggest alternative solutions such as using a different compatible device or seeking further assistance from the device manufacturer.
Sling TV offers exceptional customer care to help users overcome common streaming problems. Whether you’re facing connectivity issues, audio and video quality problems, account and billing concerns, or device compatibility challenges, their dedicated support team is ready to assist you. By following the troubleshooting steps provided by Sling TV customer care, you can enjoy uninterrupted streaming of your favorite content and make the most out of your Sling TV subscription.
This text was generated using a large language model, and select text has been reviewed and moderated for purposes such as readability.
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10 Common Customer Service Problems and How to Resolve Them
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
When the world moves at break-neck speed, why should the customer be kept on hold, waiting for the agent to respond?
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, 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.
Related Read: Proactive VS Reactive Customer Service: Which One Should You Choose?
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 ?
Recommended Read: Top 20 Issue tracker tools that Help in Issue Identification and Resolution
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.
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
Jared is a customer support expert. He has been published in CrazyEgg , CoSchedule , and CXL . As a customer support executive at ProProfs, he has been instrumental in developing a complete customer support system that more than doubled customer satisfaction. You can connect and engage with Jared on Twitter , Facebook , and LinkedIn
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7 Customer service scenarios with tips & examples
August 4, 2023 • 6 min read
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Customer service scenarios, the wide range of interactions between customers and businesses, play a crucial role in shaping customer satisfaction and loyalty.
In this blog, we explore various customer service scenarios, provide valuable tips and strategies to handle them effectively and highlight real-life examples of successful resolutions.
What are customer service scenarios?
Strategies to handle customer service scenarios, understanding different customer service scenarios, going the extra mile.
Customer service scenarios encompass typical and often stressful situations that customer service representatives or account managers come across in their daily work. These scenarios can pertain to a range of customer concerns, such as product usage, billing information and more.
While these scenarios may vary in nature, nearly all of them can be bucketed into specific categories, and all of them can be dealt with adeptly by leveraging customer service qualities like effective communication and active listening.
Role-playing these common scenarios with your agents is arguably the best way to prepare them in advance and arm them with scripts/tools to handle things calmly and efficiently.
Hence it becomes vital to incorporate customer service scenarios in your call center agent training . Remember, 96% of customers will abandon your brand after one poor customer service experience.
Before you dive into the different scenarios and how they are best handled, here are some important strategies that can help you ace your customer interactions:
1. Know your customer : Knowing who you're speaking to can help you deliver better results for your customer. Using systems that provide detailed customer relationship insights can help draft responses that are suitable for the particular customer service scenario.
2. Listen with empathy: By actively listening and showing empathy, you can gain valuable insights into customer needs and concerns, which will help with personalizing the response and building customer trust. In fact, 71% of buyers expect personalization in their buying journey and interaction with a brand.
3. Communicate effectively : Clear and concise language, positive and professional tone and non-verbal cues all contribute to creating positive customer interactions.
4. Learn from successful customer interactions: AI models that can analyze top contact reasons reported across channels and products can be an excellent source of information for your agents. Armed with these insights, they will be able to gather requisite help resources and successful resolutions that have worked in the past, leveraging them effectively in their current conversations.
Also read: 9 Innovative customer service techniques to follow
Now, let’s get started with discussing seven tricky customer service scenarios and tips and tricks to deal with them smartly.
1. Dealing with a customer upset about a product not working
Scenario: A customer is frustrated and upset because they got a non-functional product.
Remain calm : Stay composed when dealing with an angry customer. Responding with patience and maintaining an empathetic tone are key when it comes to complaint management .
Apologize and take ownership : Even if the issue was not your fault, apologize for the inconvenience and assure the customer that you are committed to resolving their problem.
Customize solutions : Provide options to resolve the issue, whether it's a refund, replacement or any other suitable fix. A customer looking for an urgent replacement won't be satisfied with a refund. Provide the most suitable option based on the customer's needs. If an immediate replacement isn't available, pitch the closest options available.
Note : offer other product options after you have explored other possibilities and only if the price difference between the two products can be covered by your company.
Explain before you listen : Customers who are displeased with a product or service often want agents to listen to their issues before they are provided a solution. Make sure you are listening to what they have to say and validate their concerns before taking the next steps.
Overcompensate : If a particular service or product feature is unavailable, inform the client about the same politely. Don't promise anything that the service or product line doesn't allow for.
Pro tip: Customer service platforms that offer real-time sentiment analysis help you gauge customer emotions accurately and prepare yourself for the interaction.
2. Handling a customer who can't use their product
Scenario: A customer is unsure about how to use a particular feature in their product
Communicate clearly : Use simple language to explain complex features or processes. Avoid technical jargon and provide step-by-step instructions.
Provide visual aids : If possible, utilize visual aids such as screenshots or videos to demonstrate how to use a feature or navigate through your website.
You could also redirect customers to a knowledge base if they require more information on a product.
Follow up : After assisting the customer, follow up with them to ensure they were able to navigate or use the feature successfully.
Transfer calls without understanding the core issue : Before you transfer a customer call to the concerned department, understand the source of confusion for the customer. Ask them to explain their problem and patiently provide different options they can try out. Help the next agent/department in queue with copious notes so they don't ask the customer to repeat their story.
Example : Amazon Web Services has a dedicated knowledge center for all their common use cases. With features like step-by-step guides, video tutorials and a user-friendly interface, they ensure customers can easily navigate their website and resolve any confusion they may encounter while using the service.
3. Resolving a billing issue
Scenario: A customer receives an incorrect invoice and is charged for services they did not use.
Provide prompt response: Acknowledge the issue immediately and assure the customer that you will investigate and rectify the situation promptly.
Gather information: Request the necessary details from the customer, such as the invoice number and any relevant supporting documents.
Promise compensation without confirming the issue : A billing issue is likely to involve the service and billing departments of your organization. Thoroughly investigate the issue to identify the cause of the billing error. Once the problem is identified and the stakeholders are aware of the error, inform the customer of the steps you will take to rectify it.
Pro tip: In cases where the billing error can't be confirmed straightaway, customers often hear messages like: Thank you for waiting. Our agent will get back to you soon.
This can annoy customers, especially when the wait time is longer than expected. In such cases, configure your IVR (Interactive voice response) to take down all billing details from the customer and offer to contact them via call or email at a convenient time. You could follow it up with a message like:
"Thank you for calling us at Acme. You just spoke to our agent, Rob, and we are currently working on resolving your billing issue. We will get back to you by (mention the date and time discussed) with a solution or further steps. Your ticket ID is: XXXXXX. For further queries, get in touch with us at (mention contact details )."
This assures the customer that you value their time and have a definite plan of action for resolving such issues.
4. Assisting a dissatisfied customer
Scenario: A customer expresses dissatisfaction with your product or service. Do:
Understand what went wrong : Speak to the customer to understand what they were expecting from the product and why they felt dissatisfied. In case they bought the product on a website where the product features were mentioned incorrectly, apologize for the same and ensure that the listing is corrected.
In case the customer misunderstood the features or the product's performance was subpar according to them, explain patiently and provide product alternatives that you can offer.
Quick action : Take immediate action to resolve the customer's problem. Keep them informed about the steps you are taking to rectify the situation.
Respond before you've heard them out: Most dissatisfied customers want to share their negative experiences and get a quick resolution. That said, what they are asking for may or may not be within the service scope. In such cases, it's best to identify what an ideal solution looks like for them and then take the conversation forward.
Pro tip : Customer escalations can be common when customers feel dissatisfied with the solutions provided by agents. In such cases, instead of getting panicked or offended, accept their request to talk to a supervisor. It makes the customer feel valued and assures them that the solution is coming from an expert.
With an AI-led supervisor console, you can detect potential escalations proactively and raise timely alerts so you can take control of the situation well in time.
5. Handling rush hour traffic
Scenario: Your business experiences a surge in customer inquiries or complaints due to a new product launch or a promotional campaign.
Staff and train : Ensure you have sufficient staff to handle the increased volume of customer inquiries. Train your team to handle specific scenarios efficiently.
Streamline Processes : Implement efficient processes and systems to handle customer inquiries promptly. Leverage the power of customer service automation tools to streamline workflows and resolve routine inquiries with zero manual effort.
Keep customers waiting without a message : Let your customers know that the support team members are busy with other calls, and they can get in touch using other channels like WhatsApp or Live Chat.
Pro tip: You can arrange a callback option for customers who have asked to speak with an agent but couldn't due to long wait times and were subsequently removed from the queue. A robust conversational IVR tool should be able to help you configure the settings in a few clicks.
6. Handling a product return
Scenario: A customer wants to return a product they purchased. Do:
Be informed about the return policy : Familiarize yourself with your company's return policy to provide accurate information to customers.
Offer alternatives : If a refund is not possible, suggest alternative solutions such as an exchange or store credit.
Complicate the process : Make the return process as straightforward as possible by providing clear instructions and any necessary forms. Also, inform the customer about all steps involved at the beginning of your conversation. Receiving information in bits and pieces can frustrate customers.
Keep the customer in the dark : Keep the customer informed about the progress of their return and potential delays in refunds.
Example : Zara provides a straightforward return policy for customers. They accept returns within a specific time frame, allowing customers to bring the product to any Zara store for a refund or exchange. The process is efficient, ensuring customer satisfaction and convenience.
7. Dealing with a verbally abusive customer
Scenario: A customer is angry and using expletives during your interaction Do:
Be firm : Let the customer know politely that verbal abuse is not tolerated during customer-agent interactions. You can use a response like this: "I am sorry to hear about your experience, Sir/Ma'am. I assure you that I will do my best to resolve your queries. However, I can't continue this conversation if you use expletives. Please let me understand the issue and resolve it."
Alert your supervisor : Escalations in which the customer is verbally abusive can be challenging to deal with. Alert your supervisor as soon as possible. You may also be asked to transfer the call to a more experienced agent or the supervisor in such cases.
Panic : Difficult customers can be frustrating to deal with and can make you feel like you are in the wrong. Stay calm and confident about the solutions you can offer. Also, avoid getting aggressive even if the client does not calm down.
Training in customer service scenarios can be critical to relationship-building with customers. In addition, it plays a role in protecting your brand reputation and boosting your agents' confidence. By implementing the tips and strategies outlined in this blog, businesses can deliver exceptional customer experiences across various touchpoints.
Sprinklr, a leading customer experience management platform, can assist your organization in delivering exceptional customer service. With our comprehensive suite of customer service solutions, including chatbots, automation tools and analytics, we enable businesses to maintain customer satisfaction and loyalty.
Book a demo and elevate your customer service game with Sprinklr and witness the positive impact it can have on your business success.
Frequently Asked Questions
Active listening, empathy, promptness, personalized assistance and a commitment to finding satisfactory resolutions are some of the key qualities needed for tackling difficult customer scenarios.
With the right technological support, agents are better equipped to answer queries and provide effective suggestions. Plus, AI-powered platforms can also help agents view previous interactions with a customer and gauge customer sentiments better.
You can actively solicit and listen to customer feedback, analyze trends and common pain points, implement necessary improvements and communicate the same to your customers.
Conversational AI enables you to interact with your customers in natural language. Know how it works and how to implement it in five support use cases.
AI Self-Service: A Definitive Guide for 2023-24
AI self-service means leveraging the power of AI and automation to exceed customer expectations from self-service. Learn about its features and KPIs here.
Bhavna Gupta November 22, 2023 • 5 min read
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Explore the use of Generative AI in customer experience to elevate interactions. Learn how this machine learning technology innovates CX in our latest blog.
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Comprehensive Interview Guide: 60+ Professions Explored in Detail
26 Good Examples of Problem Solving (Interview Answers)
By Biron Clark
Published: November 15, 2023
Employers like to hire people who can solve problems and work well under pressure. A job rarely goes 100% according to plan, so hiring managers will be more likely to hire you if you seem like you can handle unexpected challenges while staying calm and logical in your approach.
But how do they measure this?
They’re going to ask you interview questions about these problem solving skills, and they might also look for examples of problem solving on your resume and cover letter. So coming up, I’m going to share a list of examples of problem solving, whether you’re an experienced job seeker or recent graduate.
Then I’ll share sample interview answers to, “Give an example of a time you used logic to solve a problem?”
It is the ability to identify the problem, prioritize based on gravity and urgency, analyze the root cause, gather relevant information, develop and evaluate viable solutions, decide on the most effective and logical solution, and plan and execute implementation.
Problem-solving also involves critical thinking, communication , listening, creativity, research, data gathering, risk assessment, continuous learning, decision-making, and other soft and technical skills.
Solving problems not only prevent losses or damages but also boosts self-confidence and reputation when you successfully execute it. The spotlight shines on you when people see you handle issues with ease and savvy despite the challenges. Your ability and potential to be a future leader that can take on more significant roles and tackle bigger setbacks shine through. Problem-solving is a skill you can master by learning from others and acquiring wisdom from their and your own experiences.
It takes a village to come up with solutions, but a good problem solver can steer the team towards the best choice and implement it to achieve the desired result.
Watch: 26 Good Examples of Problem Solving
Examples of problem solving scenarios in the workplace.
- Correcting a mistake at work, whether it was made by you or someone else
- Overcoming a delay at work through problem solving and communication
- Resolving an issue with a difficult or upset customer
- Overcoming issues related to a limited budget, and still delivering good work through the use of creative problem solving
- Overcoming a scheduling/staffing shortage in the department to still deliver excellent work
- Troubleshooting and resolving technical issues
- Handling and resolving a conflict with a coworker
- Solving any problems related to money, customer billing, accounting and bookkeeping, etc.
- Taking initiative when another team member overlooked or missed something important
- Taking initiative to meet with your superior to discuss a problem before it became potentially worse
- Solving a safety issue at work or reporting the issue to those who could solve it
- Using problem solving abilities to reduce/eliminate a company expense
- Finding a way to make the company more profitable through new service or product offerings, new pricing ideas, promotion and sale ideas, etc.
- Changing how a process, team, or task is organized to make it more efficient
- Using creative thinking to come up with a solution that the company hasn’t used before
- Performing research to collect data and information to find a new solution to a problem
- Boosting a company or team’s performance by improving some aspect of communication among employees
- Finding a new piece of data that can guide a company’s decisions or strategy better in a certain area
Problem Solving Examples for Recent Grads/Entry Level Job Seekers
- Coordinating work between team members in a class project
- Reassigning a missing team member’s work to other group members in a class project
- Adjusting your workflow on a project to accommodate a tight deadline
- Speaking to your professor to get help when you were struggling or unsure about a project
- Asking classmates, peers, or professors for help in an area of struggle
- Talking to your academic advisor to brainstorm solutions to a problem you were facing
- Researching solutions to an academic problem online, via Google or other methods
- Using problem solving and creative thinking to obtain an internship or other work opportunity during school after struggling at first
You can share all of the examples above when you’re asked questions about problem solving in your interview. As you can see, even if you have no professional work experience, it’s possible to think back to problems and unexpected challenges that you faced in your studies and discuss how you solved them.
Interview Answers to “Give an Example of an Occasion When You Used Logic to Solve a Problem”
Now, let’s look at some sample interview answers to, “Give me an example of a time you used logic to solve a problem,” since you’re likely to hear this interview question in all sorts of industries.
Example Answer 1:
At my current job, I recently solved a problem where a client was upset about our software pricing. They had misunderstood the sales representative who explained pricing originally, and when their package renewed for its second month, they called to complain about the invoice. I apologized for the confusion and then spoke to our billing team to see what type of solution we could come up with. We decided that the best course of action was to offer a long-term pricing package that would provide a discount. This not only solved the problem but got the customer to agree to a longer-term contract, which means we’ll keep their business for at least one year now, and they’re happy with the pricing. I feel I got the best possible outcome and the way I chose to solve the problem was effective.
Example Answer 2:
In my last job, I had to do quite a bit of problem solving related to our shift scheduling. We had four people quit within a week and the department was severely understaffed. I coordinated a ramp-up of our hiring efforts, I got approval from the department head to offer bonuses for overtime work, and then I found eight employees who were willing to do overtime this month. I think the key problem solving skills here were taking initiative, communicating clearly, and reacting quickly to solve this problem before it became an even bigger issue.
Example Answer 3:
In my current marketing role, my manager asked me to come up with a solution to our declining social media engagement. I assessed our current strategy and recent results, analyzed what some of our top competitors were doing, and then came up with an exact blueprint we could follow this year to emulate our best competitors but also stand out and develop a unique voice as a brand. I feel this is a good example of using logic to solve a problem because it was based on analysis and observation of competitors, rather than guessing or quickly reacting to the situation without reliable data. I always use logic and data to solve problems when possible. The project turned out to be a success and we increased our social media engagement by an average of 82% by the end of the year.
Answering Questions About Problem Solving with the STAR Method
When you answer interview questions about problem solving scenarios, or if you decide to demonstrate your problem solving skills in a cover letter (which is a good idea any time the job description mention problem solving as a necessary skill), I recommend using the STAR method to tell your story.
STAR stands for:
It’s a simple way of walking the listener or reader through the story in a way that will make sense to them. So before jumping in and talking about the problem that needed solving, make sure to describe the general situation. What job/company were you working at? When was this? Then, you can describe the task at hand and the problem that needed solving. After this, describe the course of action you chose and why. Ideally, show that you evaluated all the information you could given the time you had, and made a decision based on logic and fact.
Finally, describe a positive result you got.
Whether you’re answering interview questions about problem solving or writing a cover letter, you should only choose examples where you got a positive result and successfully solved the issue.
Situation : We had an irate client who was a social media influencer and had impossible delivery time demands we could not meet. She spoke negatively about us in her vlog and asked her followers to boycott our products. (Task : To develop an official statement to explain our company’s side, clarify the issue, and prevent it from getting out of hand). Action : I drafted a statement that balanced empathy, understanding, and utmost customer service with facts, logic, and fairness. It was direct, simple, succinct, and phrased to highlight our brand values while addressing the issue in a logical yet sensitive way. We also tapped our influencer partners to subtly and indirectly share their positive experiences with our brand so we could counter the negative content being shared online. Result : We got the results we worked for through proper communication and a positive and strategic campaign. The irate client agreed to have a dialogue with us. She apologized to us, and we reaffirmed our commitment to delivering quality service to all. We assured her that she can reach out to us anytime regarding her purchases and that we’d gladly accommodate her requests whenever possible. She also retracted her negative statements in her vlog and urged her followers to keep supporting our brand.
What Are Good Outcomes of Problem Solving?
Whenever you answer interview questions about problem solving or share examples of problem solving in a cover letter, you want to be sure you’re sharing a positive outcome.
Below are good outcomes of problem solving:
- Saving the company time or money
- Making the company money
- Pleasing/keeping a customer
- Obtaining new customers
- Solving a safety issue
- Solving a staffing/scheduling issue
- Solving a logistical issue
- Solving a company hiring issue
- Solving a technical/software issue
- Making a process more efficient and faster for the company
- Creating a new business process to make the company more profitable
- Improving the company’s brand/image/reputation
- Getting the company positive reviews from customers/clients
Every employer wants to make more money, save money, and save time. If you can assess your problem solving experience and think about how you’ve helped past employers in those three areas, then that’s a great start. That’s where I recommend you begin looking for stories of times you had to solve problems.
Tips to Improve Your Problem Solving Skills
Throughout your career, you’re going to get hired for better jobs and earn more money if you can show employers that you’re a problem solver. So to improve your problem solving skills, I recommend always analyzing a problem and situation before acting. When discussing problem solving with employers, you never want to sound like you rush or make impulsive decisions. They want to see fact-based or data-based decisions when you solve problems.
Next, to get better at solving problems, analyze the outcomes of past solutions you came up with. You can recognize what works and what doesn’t. Think about how you can get better at researching and analyzing a situation, but also how you can get better at communicating, deciding the right people in the organization to talk to and “pull in” to help you if needed, etc.
Finally, practice staying calm even in stressful situations. Take a few minutes to walk outside if needed. Step away from your phone and computer to clear your head. A work problem is rarely so urgent that you cannot take five minutes to think (with the possible exception of safety problems), and you’ll get better outcomes if you solve problems by acting logically instead of rushing to react in a panic.
You can use all of the ideas above to describe your problem solving skills when asked interview questions about the topic. If you say that you do the things above, employers will be impressed when they assess your problem solving ability.
If you practice the tips above, you’ll be ready to share detailed, impressive stories and problem solving examples that will make hiring managers want to offer you the job. Every employer appreciates a problem solver, whether solving problems is a requirement listed on the job description or not. And you never know which hiring manager or interviewer will ask you about a time you solved a problem, so you should always be ready to discuss this when applying for a job.
Related interview questions & answers:
- How do you handle stress?
- How do you handle conflict?
- Tell me about a time when you failed
About the Author
Read more articles by Biron Clark
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Customer Complaints: 8 Common Complaints & How to Resolve Them
Published: October 10, 2022
Your customers are your purest form of quality control. Without their approval, your business doesn't grow and succeed. So, when customer complaints roll in, it's important to hear them out because these are opportunities to improve the customer experience and prevent potential churn.
No matter which industry you're in, you're going to deal with customer complaints. Even if your business doesn't make a mistake, one of your customers will eventually hit a roadblock that leads them to your customer service team. These are the situations where your service reps make or break the customer's journey .
If you want to increase customer retention , you need to prepare your reps for scenarios they'll face with difficult or frustrated customers . In this post, we'll break down the different types of customers complaints as well as the steps your team can take to resolve each one.
- Types of customer complaints
- Customer complaint resolution techniques
Customer complaints are pieces of feedback that point out problems with your company's product or services. These are opportunities for your business to improve its internal processes and create a better customer experience.
Below are a few common customer complaints you can expect your service team to encounter.
1. Long Wait on Hold
If your team works in a call center, Average Time on Hold (ATH) is one of your most important call center metrics . Customers want fast answers and can't afford to spend their afternoon with a phone glued to their ear. In fact, studies show that after about two minutes, customers are likely to hang up the phone and 34% of those customers won't call back. That means you can potentially lose a third of your customer base just because you didn't pick up the phone fast enough.
How to resolve this customer complaint:
Long hold times indicate two problems. First, it could mean that your customer demand is too high for your customer service team. In this case, you should consider hiring more reps to meet the needs of your call center. In the meantime, your reps should apologize for the long wait times and work to ensure first call resolution.
The other issue may be that your call center lacks automation. Call center software can provide your service team with features that streamline operations and complete tasks automatically. By adopting this technology, you can optimize your team's production by removing menial tasks from their day-to-day workflow. This should reduce hold time complaints and create a more satisfying service experience.
2. Unavailable or Out of Stock Product
It's usually a good sign when a product goes out of stock, but if it stays out of stock, customers can become impatient for its return. They may demand a special order or repeatedly call for product updates. This typically indicates a time-sensitive need for your product which should be fulfilled immediately.
As a customer service rep, you might not have any say in when a new shipment will be ordered. Reps should report these issues to their managers who can notify both sales and product management teams. Service reps should encourage customers to remain patient and let them know that they'll reach out when the shipment arrives. This type of proactive customer service will assure customers that you're aware of their time-sensitive needs.
3. Making Customers Repeat Their Problem
Customers hate repeating their problems to your reps. This happens when they're either transferred to new reps or dealing with an agent who isn't paying close attention. When customers have to describe their issue multiple times, it's both a frustrating and time-consuming experience.
If a customer is complaining about having to repeat their issue, the best step you can take is to stop transferring their call. Even if you need to connect the customer with a specialist, reach out to that agent internally and see if you can relay the advice. This may be more tedious, but it will meet the customer's immediate needs.
A long-term solution to this problem is to invest in help desk software. A help desk can manage and distribute incoming service requests to the most ideal agents. That way, your customers are connected directly to reps who are best suited to resolve their problems.
4. Uninterested Service Rep
Whether it's their tone, personality, or even just the time of day, some customers simply won't get along with your customer service reps. When a rep fails to meet their needs, some customers think it's due to a lack of interest in their case. Sometimes this is true, other times customers have expectations that are higher than what your team can provide. Regardless of where the fault lies, when your reps fail to appear invested, your business's reputation takes the hit.
When dealing with this type of customer complaint, reps should consider what they can do to provide above-and-beyond customer service . Every business has protocol, but it's sometimes worth bending the rules if that means preventing customer churn . At the very least, reps should pay attention to their tone and body language to ensure they're displaying a motivated and attentive demeanor.
If a customer does report an issue with a rep, management should always investigate the issue. Managers should give their reps the benefit of the doubt but try to get every possible detail. Rather than criticizing the rep's approach, look for opportunities to teach the agent about preventing these types of situations. If these issues continue to occur, it may be time to take more severe actions.
5. Poor Product or Service
When your product breaks, you can expect the customer to complain. In some cases, the product isn't broken, rather, the customer doesn't understand how to use it. Other times, customers aren't a good fit for your product or service, but they blame your company for failing to fulfill their needs. No matter how customers arrive at this conclusion, your team needs to know how to prevent them from turning to your competitors.
If the product isn't broken, educate the customer. Find out what their goals and needs are, then teach them how they can use the product to achieve success. If the product is broken, provide options for immediate replacement and try to determine how it broke. If it was user error, gently point out to the customer how they can avoid this outcome in the future.
For a long-term solution, consider adopting customer feedback tools to survey customers about your product. You can use NPS® surveys to measure customer satisfaction and learn how you can enhance your product's features. These feedback tools provide both quantitative and qualitative data that you can use to improve product development.
6. No First Call Resolution
When customers call your service team, they expect their issue to be resolved after the first call. Studies show that 67% of customer churn is avoided if the service request is fulfilled during the first interaction. While that doesn't mean you should hold customers on the phone, it does mean that they should be pursuing first call resolutions.
When your reps begin a customer interaction, they should make note of the case's urgency. If the customer has time-sensitive needs, try to resolve the case in the first call but don't waste time repeating steps or researching irrelevant information. If your reps don't have the answer, they should ask politely to follow up and explain why that process will yield a faster resolution.
One way you can improve first call resolution rates is to add self-service support options to your company's website. Tools like community forums and a knowledge base can help customers find their own solutions and avoid service calls altogether. This creates a more enjoyable and convenient service experience for your customers.
7. Lack of Follow Up
When you do have to follow up on a case, customers will often have different expectations for follow-up communication. Some customers will expect an ongoing chain of updates while others will be more patient. If your reps aren't consistently clear about response times, your customers may think you've forgotten about their case.
If you do have to follow up on a case, your service rep should make communication expectations clear. Ask the customer if the proposed frequency works for them, and if not, establish a system that works for both your rep and the customer. Your reps should be dedicated to customer needs , but customers have to give your reps space to work on the issue independently. If your reps are constantly providing updates, customers will wait longer for solutions.
If your team is having trouble keeping track of follow up, you should consider adopting a ticketing system . Ticketing systems document incoming requests and make it easier for you to manage active service cases. And, you can integrate it with your CRM so tickets will be directly attached to customer profiles.
8. New Product or Feature Request
This one isn't necessarily a complaint but is something that customer service teams encounter on a daily basis. If your product or service doesn't meet all of your customers' needs, they'll ask if they can propose a new product or feature. While some of these are helpful, most fulfill specific use-cases that don't apply to the bulk of your customer base .
In these cases, you should have a self-service space where your reps can direct these requests to. These product requests are valuable, but you can't afford to have reps spending their day listening to customer ideas. Create a forum where customers can post these ideas for your product development team to see. This will give your team an opportunity to comment and engage with customers who want to improve your product.
How to Handle Customer Complaints
When handling a constant stream of customer needs daily, it can be overwhelming trying to formulate a plan to resolve the complaints coming in. However, it’s not impossible. Empower your service teams to do their best work by following these steps.
1. Collect feedback and look for patterns.
The first step in addressing customer complaints is to dig into the complaints you have received. Using a tracking software will make this process much easier as you’ll be able to quickly access feedback and metrics like average call times.
Next look for patterns. Does a portion of your customers have similar complaints? For example they may say longer call hold times, or report a bug with your product.
Whatever the complaints are, you’ll need to examine the feedback you’re getting first. You can’t fix what you don’t know.
2. Talk to your service team.
Next, share this feedback with your service team. Discuss their pain points solving for the customer and gather any additional insights. Are they overwhelmed with the volume of calls and tickets received? Do they have the tools needed to provide the best service possible? Could your current service processes be improved?
Your service team is on the frontlines with customers every day so their feedback is invaluable for improving the customer experience.
3. Determine the root causes of the problem.
Now that you have a good grasp of the issues your customers are facing, it’s time to address the main causes.
For example, if customers report long call wait times, it could be that they are calling during peak times of the day when your service team is swamped with higher than normal call volumes.
Did you roll out a new product feature that has a few bugs and is causing consistent complaints across the board? Maybe the details of the new feature were not communicated clearly to customers and are causing friction. Getting to the root of the issues will help you formulate a plan which we’ll cover next.
4. Create a plan to address customer pain points.
Now that you’ve found the main cause of your customers’ dissatisfaction, it’s time to implement a plan to solve the issue.
If the root cause is an issue with your current internal service processes, update them to make them more clear to the team and provide more training if necessary.
Maybe your service team noticed an influx of customers calling for information that could be better communicated with a self-serve FAQ page or similar option. Creating a knowledge base customers can use to resolve their issues may be the best solution for light troubleshooting. This way customers don’t have to wait on hold and it frees up your service rep’s time to handle more complicated service requests.
Next, we'll cover some best practices your service reps can use daily while interacting with customers to improve their experience.
Customer Complaint Resolution
Customer complaint resolution is the process of receiving negative feedback, investigating the cause of the issue, and resolving the problem — all while communicating to the customer in a way that makes them feel heard.
Resolution handling with the goal of turning dissatisfied customers into glowing evangelists of your service experience comes down to these techniques:
1. Be accessible.
If the customer has an issue with your product or service, having to jump through hoops to get it resolved will only create more frustration.
Make it easy to solve issues by providing self-service options and being easy to connect with across channels.
2. Use active listening to understand their complaint.
The best thing you can do for a dissatisfied customer is to actively listen and engage with them.
- Ask clarifying questions.
- Stay focused on their needs.
- Empathize with them.
3. Acknowledge their frustration.
The best thing you can do for a dissatisfied customer is acknowledge their frustration and validate their feelings. Empathy is one of the most important customer service skills , and acknowledging their frustration helps them feel heard and appreciated.
4. Reiterate for clarity and understanding.
Show that you were listening by stating their issue back to them. By doing this, you're confirming your understanding and getting approval from the customer.
5. Seek a first-call resolution.
With more contact attempts in pursuit of a solution comes more friction. With more friction comes more frustration.
For a truly stellar customer experience, all effort should be made to completely resolve the issue during the first call. Not only does it increase customer satisfaction, but it also reduces the load on the support team as a whole.
6. Provide a plan of action.
If you're unable to provide a solution on their first call, set expectations for what comes next.
- Will they hear back from you?
- What will you be doing in the meantime? (getting necessary information, etc.)
If you know that their problem is one that has no solution due to limitations of your system or some other reason, acknowledge their frustration and detail what actions you're taking based on their feedback (forwarding their concerns to the appropriate department, escalating the ticket, etc.).
Strive to Delight Customers
In the end, not all customer complaints will be resolved to the customer's satisfaction, and some customers may still walk away upset. However, it's up to you to provide a great experience to reduce these instances where you can.
Editor's note: This post was originally published in July 2019 and has been updated for comprehensiveness.
Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.
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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.
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.
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