Customer Care
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A customer contacts support and asks for an update on a replacement item they were promised, but you cannot find any record of the promise in the system. What should you do?
Acknowledge that you cannot locate a record, apologise for any confusion, and commit to investigating and providing a clear update within a specific timeframe.
Acknowledge the situation, ask the customer for any reference details they may have, and escalate to a senior agent to review.
Inform the customer that without a record you are unable to action the request, and ask them to resubmit it.
Apologise and issue the replacement immediately to avoid further frustration.
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A customer calls to ask about an add-on service, but mid-conversation, it becomes clear they have misunderstood what the add-on includes. How should you handle this?
Pause the conversation, clarify what the add-on actually includes, and ensure the customer has accurate information before proceeding.
Clarify the misunderstanding and offer to send a written summary of the add-on details for their reference.
Complete the conversation as planned and send them product documentation afterward.