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How to handle difficult customer service questions?

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Question added by Dina Khatib , Brand and Communications Manager , Bayt.com
Date Posted: 2015/06/02
Tanushree Bose
by Tanushree Bose , Marketing Executive , Naseba

  • Stay calm
  • Analyze the situation
  • Be sensitive to the customers needs
  • Provide appropriate & to-the-point information
  • Guide them through it
  • Maintain polite voice tone
  • Sound confident
  •  Be Firm

Illiyas M Majeed
by Illiyas M Majeed , Business Development Engineer , Al-Najim Saudi, International Co. Ltd

First and foremost, we should have a complete and deep knowledge about our product in such a way that we will be able to face any type of question regarding our product. If by any chance we are unable to answer a particular question from the client, the appropriate thing to do will be to boldly and confidently tell the client that you don't know about what he/she is asking, and that you will get back to them as soon as you have a solution to their query. 

آية فؤاد عبد الودود أحمد
by آية فؤاد عبد الودود أحمد , مقدمة ومعده برنامج -الحكاية فيها آيه- , راديو Star Fm

First, you must adopt all the policies and strategies of any company to understand and predict the desires and needs of the client and the hopes and dreams as well as their concerns. One of the duties of each company to make sure it is on the level at which the customer expect it to be and it is able to provide its services to the satisfaction of all the different desires.

Also, should any company be sure of readiness in the face of all the things that have impeded the provision of services for the best face. It should be every company has a list of answers to all the questions that may be common Taktraly Pal client should be given to all employees who have direct contact with the client. These answers should be smart and to each employee to be familiar with them fully until it is ready to deal with any situation and answer any questions in the event of an unexpected appearance.

 

Second, the employee must be honest and sincere in his dealings with the client and he should not pretend to be fully aware of all the answers and solutions to all the questions that come to the minds of the customer and all the problems encountered if it is not owned by the asset. Also, the employee must be careful about his commitment in the performance of their duty to the client to provide complete solutions to its needs as well as his commitment to winning customer loyalty and satisfaction. Can lack of honesty and diligence towards the customer and its needs that protrudes through the tone of voice of the employee and his actions as in the initiatives undertaken by the employee to contact the customer and the nature of the solutions provided by him.

Deleted user
by Deleted user

Listen to the customer

Understand the actual problem of customer

Acknowledge the same

Provide ultimate solution for the problem

ALI Al Qarous
by ALI Al Qarous , Key Account Manager , Sulzer Saudi Pump Company

At some point, all of us have had to handle a difficult customer service question. Whether you have worked in retail, or as an auto mechanic, lawyer, or doctor, you inevitably had to deal with unhappy people who had paid for your services. But dealing with disgruntled customers does not have to ruin your day. If you take time to listen carefully and respond appropriately, you can turn an unhappy experience into a long-term customer relationship.

john paul esteban
by john paul esteban , Operation Officer , Flight School International

Always listen carefully to the question,more specifically,know the problem,,understand the situation and of course you need to acknowledge the concern,,furthermore,,give solutions or definite answers if in case it did not work out give options.

Rekeya Ahmeddin
by Rekeya Ahmeddin , مسوقه , شركه البرمجيات السريعه وتقنيه المعلومات

well I should know as customer service everything i need to know to help the client so that I won't have any problem .

Charmaigne Salazar
by Charmaigne Salazar , Reports Specialist , Convergys Philippines Services

BE CONFIDENT. Never let the customer know you're uncertain.

ASK FOR TIME IF NEEDED. Providing an accurate answer is better than a fast, made up or unsure answer.

RESOLVE. Make sure that all questions are answered.

PROVIDE ASSURANCE. Make your customer feel that you have everything in control.

THANK THE CUSTOMER.  Make them feel valued.

Shaima Mirza
by Shaima Mirza , Administrative Officer , Balmur General CONT.Est

Listen carefully to them and be calm

Show empathy with their concern

Take the responsibility to resolve their concern and offer a solution if possible

Thanked the customer for raising their concern with you and take an immediate action to resolve it.

Noha Badry Moustafa Ahmed  Abd Elmoniem
by Noha Badry Moustafa Ahmed Abd Elmoniem , Senior Event Coordinator , Expotale

Stay Calm

Be patient

Listen to the customer with very careness

Take responsibility to resolve

if i have a solving offer present it immediately if not

Make time plan to solve the problem

 

 

Ann Irungu
by Ann Irungu , customer service relations , transguard

Should have attentiveness to the complain.Then look for the appropriate problem solution with alot of politeness.If still hard for both of us then i can call upon customer service manager for help.

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