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What would you say when you can’t resolve the customer's issue on the phone?

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Question added by Dana Qaisi , Social Media Specialist , N/A
Date Posted: 2018/03/13
Sandeep Hampalle
by Sandeep Hampalle , Team Lead , Genpact - India

Ask some time to do research so you'll get breathing time 

Invite, customer or l go to see him to resolve problems

Celeste Ann Mascarenhas
by Celeste Ann Mascarenhas , Health Care Assistant, Level 3 Nursing , Carlton Court Care Home

Issues of a customer that cannot be resolved on the phone needs an appointment where you will meet the customer and listen to him or her fully.  Then the customer complaint form needs to be filled up with the complaint logged in the company log in book.  The next person in authority will look into the complaint and decide the solution to the issue in a written form can be email or letter with an apology and also giving a one off discount to the customer if need be (if that would make him a happier person) and the company in this way would retain the customer.  If it is a staff problem with the customer then the person can be warned to better conduct on the company premises or manners maintained on the phone at all times.

Zubair Akram
by Zubair Akram , Asset Management Backoffice Specialist , Hilti Emirates LLC

In my experience, I honestly inform my customer what can be done immediately and what will take more time. While providing a Turn-Around-Time and making sure to get the issue resolved for him within that time of simply dial a follow-up call to let them know we are working on it and it may need more time.

ايمن محمد عاطف محمد
by ايمن محمد عاطف محمد , Director of the control and regulation unit , ACOLID

Agreed with the answers of colleagues

Mamoun elbaghir abdalla mhamad Eltayeb
by Mamoun elbaghir abdalla mhamad Eltayeb , Insurance agent / Producer , Albaraka Insurance Company

Thank you, I politely regret uable to respond to his quires at the moment and ask him to contact in the nearst time , and promise that meanwhile will arrange to resolve the issue.

Regards .

Muhammed Anzari Abdul Majeed
by Muhammed Anzari Abdul Majeed , Head Sales And Marketing , Bestrubbers

Try to get an appointment for face to face meeting.

Emeliza Gallardo
by Emeliza Gallardo , Cleaner , ARAB MEDICAL DAR

if cant resolve by the phone try personaly,anyway that is common for everyone,theres essue needs eye to contact meeting @ giving some ideas possible

Christine Ndunge Wesonga
by Christine Ndunge Wesonga , Management Trainee , Career Point Solutions

book an appointment with the customer so that you help resolve the issue on a one on one basis

Krisbel Shane Quintana
by Krisbel Shane Quintana , Customer Service Coordinator , Liberty Automobiles LLC Co.

I will inform him that this is beyond my control and politely and honestly inform the customer that you need to transfer him to the person who is best suited to answer his inquiry. 

 

BHAKTISHREE KANEKAR
by BHAKTISHREE KANEKAR , Property Consultant , Reliable properties

Set up a meeting to better explain and understand for effective response.

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