When transferring a call of the customer: Sometimes the call of a customer needs to be transferred to the concerned department to help them. Customers feel happy if their concerns are properly addressed.
Comments made on the product and how to respond to it: Customers can often have some valuable comments and suggestions on the usage and improvement in products, but holding the product’s vision is the responsibility of a sales associate. If any customer gives suggestions or comments on the features of a product, then the sales associate should not respond “We will take a look.” This response gives false hope to customers and if they check after a few weeks, this may disappoint them.
When a product is defective: Receiving a defective product is very discouraging from a customer’s perspective. In such a situation, showing empathy to the customer is very important. Consider the examples given below to know the responses to be made and how a problem can be fixed. “I am so sorry to disappoint you. There was a mistake in the manufacturing process or shipping. Can I send a new one to you?”
Such a response completes the important objectives given below:
(a) Understanding a customer’s frustrating experience — it explains what the problem is and how clearly an immediate solution can be given.
(b) Depending on the type of product sold and how a business is conducted, the sales associate can respond to the customer saying “Should I send you a full refund?”
