General

15 Examples of Tricky Customer Service Scenarios + Ready-Made Answers

Customer support scenarios

Content:

  1. What Are Customer Service Scenarios?
  2. How can role playing help to improve your customer service?
  3. 15 difficult customer service scenario examples for your team to practice
  4. Customer scenario 1: Feature request 
  5. Customer service scenario 2: The asked item is missing 
  6. Customer service scenario 3: ‘Your call is transferred’ 
  7. Customer service scenario 4: The question you can’t answer
  8. Customer service scenario 5: ‘Why is your product the best alternative?’ 
  9. Customer service scenario 6: When you have to say NO
  10. Customer service scenario 7: Customer asks you to violate the company’s rules
  11. Customer service scenario 8: Breach of the product terms of use
  12. Customer service scenario 9: It was your fault
  13. Customer service scenario 10: Release The Kraken Manager
  14. Customer service scenario 11: The price is too high 
  15. Take a break
  16. Customer service scenario 12: The refund request 
  17. Customer service scenario 13: Shipping delay
  18. Customer service scenario 14: A product quality issues
  19. Customer service scenario 15: Angry customer 
  20. To sum up

People can be jerks. But still… upset, disgruntled, angry ー even the most difficult customer can be negotiated. It’s a lesson Kevin took this week, the hardest of his career in customer support. During these days, he handled 15 customer service scenarios, the vast majority of which looked like lion-taming. Never once Kevin fell for the provocations, dodged all the customer biting and scratching attempts without a shadow of fear. 

How did he turn the lion’s roar into the kitten’s purr? Neither years of a negotiator experience, nor secret FBI methods of mind control, nor superpowers needed. 

It’s just excellent training by answering all the same questions over and over again. Since most of them are repetitive and fall into a finite number of categories, we’ve collected them into this guidance! 

Here you’ll find examples of the most difficult customer service scenarios for role plays and free scripts of dealing with angry customers to improve your service and make customers happy.

What Are Customer Service Scenarios?

You’ve probably had that déjà vu feeling when it seems you’ve been somewhere or done something before. Working in support, you feel it daily. Most of the customer service issues are typical situations. But putting them together, you’ll have a set of repeatable problems and a set of relevant replies accordingly.

Customer service scenario is a schematic script of pre-made actions and answers to solve an irate customer’s situation that you’re likely to encounter as a support manager.

Let’s say you’re starting your first shift. There’s one more customer ticket. But instead of ordinary sentences describing an issue, you see a crazy rant from an angry customer. 

The longer it takes you to answer, the higher chances you can kiss that customer goodbye 

That’s when you’ll be thankful to have a list of ready-made reply options.

It can be a flowchart describing customer questions and answers to them

Flowchart customer service scenarios

…or step-by-step customer service role play script on how to solve the problem. I say ‘a problem’ because dealing with difficult customer scenarios can drive you crazy. That’s why all the relevant content you may google concentrates on challenging situations first. Just like the ones Kevin had this week.

How can role playing help to improve your customer service?

The problem-solving skill that emerged through hands-on experience is a good advantage. The primary task here is not to lose your mind while learning. There is a kind of experience that is better to have in a theory. Your nervous system will be thankful if you develop it through training exercises. 

If you don’t want nervous wreck crazies in your customer service team, think about role-playing scenarios. 

Customers service managers training via acting out roles in retail, pharmacy, SaaS, etc. scenarios are the usual thing. That’s what had helped Kevin to succeed. Each week he did role playing exercises where you offer one-the-fly solutions to irate customer situations represented by a supervisor. It helps to fill the knowledge gaps and points them in the right direction.

Customer service scenarios role-play is a quick way to:

  • Test how newcomers would cope with typical customer service scenarios on interview
  • Training your team to deal with difficult customers
  • Adopt the best customer support practices
  • Deal with the company’s crisis scenarios (website crash, data loss, payment difficulty, etc.)

But the primary job it does is improving your customer service. 
Time to move to practice. So, let’s back to Kevin.

15 difficult customer service scenario examples for your team to practice

Speaking about a rough week, I meant 15 situations Kevin dialed with. It’ll be absolute honesty and frank to nominate him for the title of the customer support knight after this story. Believe me, there’s a lot to learn. 

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Customer scenario 1: Feature request 

Difficult customer situation example

Customers are a precious source of ideas for a product and company growth. That’s why this type of customer service scenario should be a priority for any company.

Customer request example: 

Hi! I’ve purchased your product two months ago, and it works great! But it could be better if it had a [feature]. I think it will be helpful for many clients. Can you add it in the next update?

But it’s kind of problematic since a new feature implementation isn’t a matter of minutes. No false promises ─ the first rule here.  

Such tickets can make newbies nervous. But not Kevin. The first thing he thought about after reading the customer request for a specific feature was whether the company plans to add it. 

An example of a customer service scenario script if ‘YES’

Hello [First name]! Thanks for your feedback, we are really glad you liked the product. Moreover, your idea sounds great. Can you provide more details to share with our product team? It will help to prioritize their resources, so you could see the results faster. I’ll back you as soon as [the feature] will be ready and you’ll be the first one to enjoy its advantages. 

An example of a customer service scenario script if ‘NO’

Hello [First name]! Thanks for sharing your idea, it’s fascinating. Many of our customers agree with you. It’s already in our backlog, and I’ll add your vote to move it further. Because of limited resources, we can’t implement it in the next update. But, I’ll notify you when we’re ready to present the [new feature]. In the meantime, you can try [an alternative solution]. Do you need my help with it?

Tips to keep in mind: 

  • Thank the customer or prospect for the advice 
  • Explain when you are going to add the feature or why not
  • Offer an alternative solution

Customer service scenario 2: The asked item is missing 

The next customer asked Kevin about a particular product. That isn’t a big thing, but…

Customer request example: 

Hi, I saw this wonderful [product] in your Instagram Ads. How can I order it?

Going to grant the request and close the deal, he found it’s unavailable. There is still a chance to save the customer interest in saying when it will be in supply.

An example of poor customer service answer

It’s out of stock. You can buy it in two weeks

But usually, they don’t do that. At the end of this scenario potential customers just go to the next tab where the competitors’ website is already open.

An example of a pro customer service answer

‘The product you are interested in will be available in two weeks. I can place your order first in line, so you’ll get it as soon as it reaches our warehouse!’

Thus, you don’t ruin customer expectations but just postpone its realization. The tandem of positive connotation and VIP customer treatment does its job.

Do you see the difference? Choosing the second scenario, Kevin provided a company with a new customer. 

Tips to keep in mind: 

  • Focus on positive things, offer the solution, say when the item will be available 
  • Avoid negative language like ‘I can’t…’, ‘We don’t do that’

Customer service scenario 3: ‘Your call is transferred’ 

Script to transfer irate customer

Forced meditation — here is how Kevin calls the time that customer is waiting for the transfer to the other manager. He doesn’t like to leave the potential customer with the vague ‘Hold on while I transfer you, please.’
But we are not Wikipedia to know everything. At least for now 😉

Even if the customers’ question is way below his specialization, Kevin tries to provide them with the transfer details and prevent scenarios where:

  • Customer hangs up
  • Customer killing the expert/manager

So he did this time. 

Customer request example: 

‘Hi, I have a checkout problem, my e-wallet isn’t among your payment options. How can I pay for the product?’

An example of a typical customer service answer:

Can you hold on one second? I’ll transfer your call to an [expert].

That usually means that the manager is glad to hear from you. He has got your problem. Trying to save your time, he has found an expert who will do it better and faster. 

Unfortunately, consumers can’t read minds. They expect to get an answer immediately. But…

This phrase lacks the certainty that the support manager has the customer’s problem in mind. 

An example of a pro customer service answer:

Hi [First name], I understand your problem. Let’s get it resolved for you. Don’t you mind if I transfer you to the expert who is the best-suited specialist to help with your situation? It won’t take a minute.

Sounds much better. Isn’t it?

The expert is safe, the customer is happy. Mission complete.

Tips to keep in mind:

  • Explain the reasons for the call transfer
  • Focus on the customer. Use more ‘you’ sentences and less ‘we/I’.

Customer service scenario 4: The question you can’t answer

I don’t know’ — the Phrase-That-Must-Not-Be-Said in your customer service. But Kevin really didn’t know the answer to the customer’s question:

Hi! I like your product and want to buy 20 items. Is there any discount for customers who buy in large quantities?

Yes, we are only humans: there may be a newcomer to the team, poor announced update, etc. But customers don’t care. They need an answer. 

So, Kevin needed to do a little research. But first, he should reply.

An example of a poor customer service answer (live chat):

Hi! Unfortunately, I can’t answer your question now

A simple ‘Can I call you back?’ and more details could change that scenario.

An example of a pro customer service answer (live chat):

Hi [First name]! Thanks for your choice. Give me a sec to clarify this moment for you! And while I talk to the supervisor, you can browse our products on sale. Here is the link

This one shows that you understand the customers’ questions and will do whatever it takes to find out for them.

Tips to keep in mind:

  • Assure consumers, you will get back to them with an answer 
  • Before customers go elsewhere, recommend an alternative solution

Customer service scenario 5: ‘Why is your product the best alternative?’ 

95% of all companies do not know what their competitive advantages are.
Jaynie Smith
Marketing Consultant

So what can customer service answer in this scenario? Empty phrases like ‘we have an excellent team’ don’t work here. Only proofs matter.

Customer request example: 

Hello, I was a [specific product] user for a long time, but now it’s become too expensive for me, so I’m looking for its alternative. Can you tell me, please, what is your product different from their one?

When a company hasn’t delivered this info to the team, the support or sales managers may draw their conclusions (sometimes wrong) or use vague phrases, clichés to answer this question. Like this one.

An example of poor customer service answer:

Hi! [The competitors’] product is really expensive. You’re not the only client who noticed this fact. In terms of price [Our product] is more profitable. Choosing it you get more and pay less. The best value for money on the market. Do you want to schedule a demo to know more?

Good thing Kevin was equipped with a relevant article explaining the difference. Moreover, he knew the competitors’ weak points as well as the company product.

An example of a pro customer service answer:

Hi [First name]! Yes [competitor’s product] is a good option, but [our product] beats it by [price, feature 1, 2]. Here is a detailed comparison you can read to learn more: [link] If you are still on the fence about that, we can schedule a demo so you can see the proofs in action.

Tips to keep in mind: 

  • Respect your competitors. Saying anything about them, you talk about the choice of your potential customer in this case. The comparison should be objective.
  • Provide proofs: facts, numbers. For example, instead of ‘[our product] is cheaper’ use ‘Using [competitor’s product] for a month you’ll pay only $$ while we offer wider functionality for half of this price. I mean for $ you’ll get …’
  • Make sure your team gets the results of the competitors’ analysis and knows product advantages.
  • Write an article comparing your product with competitors. Choose the main and write separate comparisons with each of them. Then share it on demand.

A little inspiration from Dashly 😉

Customer service scenario 6: When you have to say NO

Do you know that awkward feeling when you have to refuse somebody’s request? The same one felt Kevin talking to the loyal customer and affiliate who was asking for the service the company doesn’t offer. 

Customer request example:

Hi, I’m Jason, your affiliate. I want to launch a Halloween email campaign about your product. I wrote the text, but I want this newsletter to have a special illustration and CSS animation. Can you do it for me, please? 🙂
Find the tech requirement in the attachments. If you face any difficulties, please let me know. We can schedule a call and I’ll tell you everything step by step.

But there is no such option. Kevin knew this man spent a lot of time working over the idea and tech requirements, so probably he won’t be happy to know that. So, how to say NO and don’t lose the customer/affiliate? 

An example of a poor customer service answer: 

Hi! Your idea sounds great, but we don’t provide such a service!

The end of the dialog and disappointed client. Can it be different? 

Yes. 

An example of a pro customer service answer:

‘Hi [First name]! I appreciate you taking the time to share your idea. Because of the lack of resources as for this time, we don’t provide such a service. You can see it in the affiliate agreement document [link]. 
Anyway, here are: 
Email newsletter builder we use. It has all the tools necessary for carrying out your idea [link]
The stock of free to use illustrations [link]
Websites to look for a specialist with the relevant experience [links]
Hope it will help you. I’ll notify you if anything changes.’

Of course, this isn’t the result that an affiliate expected to get. But still, Kevin smoothed things over by offering an alternative solution.

Tips to keep in mind:

  • Don’t give a false hope
  • Ask why when it isn’t clear 
  • Explain why not 
  • Express an empathy

Since you are in the middle of the article, it’s far the last difficult customer example Kevin had to deal with.

Customer service scenario 7: Customer asks you to violate the company’s rules

Customer service situation when a customer asks to violate the company rules

This time it’s a NO reply situation again. The only difference is a request. It was one of those customers who used to get ‘an extra slice of a pickle‘ for free. 

There is nothing bad about filling a small request to please your customer.

But what if it goes against the company rules?  

Customer request example:

Hi, I’ve noticed that the demo version of your product offered in trial lacks some features I need to make a purchase decision. I’m ready to buy, but I need to make sure. Can you give me access to full functionality during the trial period?

Nice try. But the pricing is clear about the trial version features. No exceptions.  

But this deal promised to be pretty big.

An example of a poor customer service answer:

Hi! We are glad to know you like the product. What is an email should I send a login and a password to?

Sounds good except for the part that violates the company rules.

An example of a pro customer service answer:

Hi [First name]! Thanks for your choice. It’s a pleasure to know you appreciated the efforts we put into the product. As much as I enjoy fulfilling our customers’ requests, I’m afraid your one goes beyond a company’s rules. If the question is on the functionality, we can schedule a demo. I’ll show you the full potential of the product and how it can work for your business. Meanwhile, you can look through our special offers. Here is a link.  

Even if the answer is NO, the customer was offered alternative solutions. 

Tips to keep in mind:

  • Offer an alternative solution
  • Explain why not
  • Make sure everyone knows a company Privacy Policy

That is the scenario you can control. But what would you do if your client has already done the forbidden action?

Customer service scenario 8: Breach of the product terms of use

People like to judge. But nobody wants to be an executioner. Neither did Kevin. And he wasn’t. Even when the situation implied that. 

Like when a customer purchased a course. The terms of use were clear a customer can’t share the content or the login data with other people. Anyway, there were efforts to login to the system under the same ID from multiple IP addresses and devices simultaneously. Since the customer can’t be in several countries at the same time, his account was blocked.

Not an hour passed like the owner noticed that.

Customer request example:

Hi, A month ago I bought a course at your company. But the login and the password you gave me don’t work. Can you fix that?

Kevin was the one who had to clear things up. 

An example of a poor customer service message:

Hi! To prevent data loss, it was blocked.

Clear and understandable. But there’s no attempt to help, no empathy. It can be not a deliberate violation, but a mistake. Remember about the presumption of innocence ☝️

An example of a pro customer service message:

Dear customer! We noticed suspicious attempts to access your account from multiple devices simultaneously while registered with a set of a single device package. To prevent data loss, it was blocked. Did you happen to share the login data with somebody? Please let us know. If it repeats it can lead to your data loss. 

Sounds better, isn’t it? The detailed explanation of the situation and possible consequences. And notice, no threats. 

Tips to keep in mind:

  • Determine the customer needs and try to fulfill them 
  • No blames without proof

Customer service scenario 9: It was your fault

Angry customers scenario when you are  the one who failed

It was difficult to talk with a previous customer, but who knew it could be worse. The server crashed and half a day the service wasn’t available. Guess who had to explain this to the customers?

Everyone in the support, including Kevin, of course. 

Because of the specificity of the company, this had caused many troubles for the customers. They deserve to be notified about the issue, at least. Better yet, an excuse.

An example of poor customer service:

Sticking the heads in the sand hoping that nobody will notice.

An example of a pro customer service message:

Dear customer, this Monday the [Company First name] server had crashed. Now it’s working, but we understand the issues it may have caused you. Please accept our apologies for such a poor experience. It’s critical for [Company name] to be running, the lesson is learned, and now we are going to improve [company product] to prevent such situations. 

Nothing special, but instead of angry customers tickets Kevin replied to ‘Thanks, it’s all right. You’re cool’ messages.

Tips to keep in mind:

  • Own up to your mistakes
  • Apologize
  • Explain the plan
  • Notify when it’ll be implemented 

But nothing lasts forever, especially the good one. The next day Kevin received a ‘Can I speak to your manager?‘ message. And that wasn’t another meme in the team chat.

Customer service scenario 10: Release The Kraken Manager

It was the 15th minute of Kevin explaining to an angry customer the delivery rules. The last one asked the same questions in different forms, but the answer was the same. Things got hairy. Polite attempts to help, arguments, the offered alternatives didn’t matter. 

Customer request example:

‘You don’t understand me. I’d like to speak to a manager’

But it was a kind of overattentive customer who didn’t want to accept the answer he didn’t like. Anyway, the company couldn’t fulfill the customer request. 

An example of a customer service reply:

‘I’m afraid my manager would have to tell you the same things. I’m really sorry [Company name] doesn’t have a better solution for your situation!’ 

It’s enough to convince a customer usually, except the angry one scenario. 

Since Kevin was 100% sure in the info he operated, he just handed off the conversation to another manager who said the same in different words:

‘Unfortunately, Kevin is right. We now don’t have any other delivery solutions to your location except the offered one. I’m sorry about that!’

If you’re not so sure as Kevin, ask for a supervisor.

Tips to keep in mind:

  • Show empathy
  • Apologize
  • Speak with kind authority

Customer service scenario 11: The price is too high 

Overprice accusations customer service scenario and answers

There will always be people who don’t like you, your job, product, much less its price. The true art of customer service is to change their mind and convince them to make a purchase. That was Kevin’s next achievement.

Customer request example:

Hi! Your product is great, but I found it’s too expensive. I’m ready to buy it, but the full plan price is too high. Are you going to update the pricing? Or maybe there is a discount for a new customer? 

The task was clear. This scenario asumed Kevin explaining the value a product can bring to the customers. What does they pay for: elements of the chosen plan, product advantages?

An example of poor customer service:

Hi! We are really glad you liked the product. The pricing was updated past month, so we are not going to change it in the near future. Check out our upcoming Halloween sale If you want to get it cheaper [link].

The offered solution seems quite fair: Wanna discount ─ wait for the sale. But it doesn’t solve the reason for the request ─ a lack of the product value understanding.

An example of a pro customer service message: 

Hi [First name]! We are really glad you liked the product. Our team put a lot of effort into providing its sustainable workflow, security, and variety of features. Purchasing the product you get not just a set of features, but a [product advantage №1, product advantage №2, product advantage №3]. Daily our developers, designers, marketers, and support managers work to [a core job your product does]. If it seems a bit steep, you can check our upcoming Halloween sale [link] to get it cheaper. Is it what you’re looking for?

This marked the beginning of the customer understanding of the product value and price.

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Customer service scenario 12: The refund request 

"Hight price" customer service scenario for training

The rest of the week promised to be easy… but not for Kevin. This time he had to deal with a customer asking for his money back.

Usually, it’s a relatively easy task, except for the situation when you can’t provide a refund.  

Customer request example:

There’s something wrong with your product. Is has to be some bug that deleted all my settings and now [the product] doesn’t work properly. I want a refund! 

Even if the product settings were wrong, it still worked. So refund wasn’t an option. That was written in the user agreement.  Thus, Kevin had to find an alternative solution.

An example of poor customer service:

Hi! I’m sorry, but this case doesn’t fall for [Company name] refund policy [link]. Thus, I cannot offer you an account credit.

An example of a pro customer service message: 

Hi!  I understand how this can be frustrating and really sorry about that. But I can’t provide you a refund because this bug can be fixed easily. I’d be happy to help you configure your settings again.

This message doesn’t end on the refuse. A little empathy and desire to help change everything: there’s no customer aggression, no need for a refund.

Tips to keep in mind:

  • Offer an alternative solution
  • Be polite
  • Consult the team

Customer service scenario 13: Shipping delay

Minutes stench into hours, days — into years. Waiting for the ordered item can be torture. There is no surprise when even a day’s shipping delay makes people crazy. That’s why the company Kevin works for is so careful about this process. But a quarantine made its amendments. 

A customer ordered [a product] for his brother’s birthday. The website says about the 3 days shipping that was perfect to prepare the gist for the celebration. But the package arrived two days later after the deadline. It hadn’t put a damper on the party, but the same cannot be said of the customer’s mood. 

Customer request example:

[Company name] you screwed me! I ordered [your product] a week ago. The website says the package had to arrive 4 days ago, but it didn’t. The delivery was late for 2 days that ruined my plans! You put me on the spot. So, I’m disappointed in your service!

How to make this customer happy?

An example of poor customer service:

Hi! The product was sent on time. It probably was a shipping company mistake.

That is true. But does it make this customer happy? 

That’s why Kevin chose another tactic…

An example of a pro customer service message: 

Dear customer, thank you for choosing [Company name]. We’re really sorry you didn’t receive the package in time. Checking the shipping company info, I noticed that they had a problem because of the weather conditions. We’ll do everything to notify you about any delays as soon as possible. Please accept our apologies and free shipping for the next order.

Sounds better, heh? It won’t change the situation but can provide a better customer experience.

Tips to keep in mind:

  • Apologize
  • Explain what happened
  • Tell how you are going to fix the situation
  • Offer compensation
  • End on a positive note

The customer is satisfied. The company image is saved. But what if the problem is on your side? 

Customer service scenario 14: A product quality issues

You may know this Expectation vs Reality frustration feeling. The website images tell about the perfect high-quality product, but it’s nothing like the one had arrived.

It’s the usual customer service scenario in retail. But now it had happened to Kevin’s next customer.

Customer request example:

Hi! Recently I’ve bought [your product], but it’s nothing like on the website! It arrived damaged. Since the box wasn’t broken, I’m sure it’s a manufacturing mistake. Give me my money back!

Seems like it’s your fault. Time to save the customer and the company’s image.

An example of poor customer service:

Hi [First name]! Can you take some pictures of the defect and sent it here in the chat, please? 

Asking for proof is ok, but not in the first sentence. This makes feel like you don’t believe the customer.

If you wanna proofs, argument it by a need for a report. Like Kevin did.

An example of a pro customer service message: 

Hi [First name]! Manufacturing mistakes are a rarity in our company. I’m so sorry it happened to you. We can send you a refund or maybe you’d like to get a new one right away? The only thing I need is a photo of the defect for the report. Can you send it to me, please? 

Thus, you apologize for the customer’s frustrating experience and offer an alternative solution.

What if it was a customer who made a mistake? 

And this time it really was so. Checking the photos Kevin noticed that [the product] was in use. So that wasn’t a manufacturing mistake but a customer’s who ruined it while using.  

Now Kevin had to use a ninja-like finesse to explain this to a customer.

An example of a poor customer service answer:

Checking the photos you sent I noticed that you’ve used [a product]. I’m afraid I can’t help you in this case.

An example of a pro customer service message: 

I’m afraid the issue appears to stem from (the mistake customer made). If you look at the ‘terms of use’ brochure that was in the product’s set, you’ll find the directions on how to [do the thing the customer mistake in] right. Trust me, I’ve been there before! That thing can be tricky. But the only solution I can offer you, in this case, is 10% OFF for the next order. Let me know if you need my help.

This script demonstrates more customer support empathy, the detailed ‘Why-Not’ explanation, and proofs.

Tips to keep in mind:

  • If a product can be fixed, offer a solution
  • Avoid blaming tone
  • Teach them how to do/use [the things they did wrong] right

And now ‘the cream of the crop’ among difficult scenarios: Brace yourself, the irate customers are coming.

Customer service scenario 15: Angry customer 

Angry customers scenario

In nearly every difficult customer service scenario I mentioned above was an irate customer. Dealing with each of them, Kevin was polite.

But there is a line between anger and abuse. I mean, it’s one thing if the anger is caused by the product issue.

Angry customer request example:

Your product doesn’t work! I can’t do [process №1, process № 2, process №3]. Jesus Christ, how much of a jerk can you be? WTF is your gain from there? I’ve fu###g paid you $$$! 

An example of a poor customer service answer:

‘Please, calm down. Contact us again once you’re willing to be more respectful.’ Operator disconnects.

Neither warning nor chances for the customer to excuse and explain the details.

An example of a pro customer service message: 

Hi [First name]! I’m really sorry about that. There are easy steps to fix the issue: First, you should [a step-by-step instruction]. That will help you. Let me know if there is anything else I can do for you.

It’s another when anger is directed at a company or you personally without connection to an issue. 

Abusive customer request example:

Go to hell! Your product is a piece of sh#t just like you!!!! 

An example of a poor customer service answer:

Silence.

An example of a pro customer service message: 

Hi [First name], we are really sorry to hear your frustration! Let us know if there is anything we can do to make you feel better? 

If it doesn’t work:

I’m really willing to listen to your problem and solve it. But if you continue using such aggressive language, I’ll end this conversation.

That was the most difficult customer Kevin dialed with this week. I think you’ll agree, he deserved rest. Moreover, I’d say he deserved an extra day-off.  

Tips to keep in mind:

  • Keep calm
  • Show that you understand the customer’s situation
  • Ask for the details to cool down the customer
  • Apologize 

There’s not just a story about a terrible week. It’s a great experience you can use for role-playing scenarios to improve your customer service. Since angry customer scenarios are quite similar, you can easily adapt these examples and use them in retail, pharmacy, healthcare, etc customer service situations.

To sum up

Customer service operators are real knights. They help the suffering customers and defend the honor (image) of a company. Pre-made scripts based on popular customer service scenarios are their weapon and assistant to refer to in uncertain situations. Customer service scenarios’ role play is their everyday training to deal with dragons angry customers. 

You can help them! Don’t wait too long and sign up for a free Dashly trial to use these customer service scenarios right away. Just edit and store any of the suggested script examples in the ‘Saved Replies’ section to reduce customer service response time dramatically. Register and try it yourself!

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Anastasia Sukhareva
Author: Anastasia Sukhareva
Copywriter
Telling the world about Dashly and how it may be good for you.
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