{"id":7574,"date":"2020-06-01T23:18:46","date_gmt":"2020-06-01T23:18:46","guid":{"rendered":"https:\/\/www.ringcentral.com\/small-business\/blog\/?p=7574"},"modified":"2025-07-14T05:12:52","modified_gmt":"2025-07-14T12:12:52","slug":"customer-service-scenarios","status":"publish","type":"post","link":"\/us\/en\/blog\/customer-service-scenarios\/","title":{"rendered":"Tips &#038; scripts for 11 everyday customer service scenarios"},"content":{"rendered":"<p>Customer service is tough.<\/p>\n<p>You never know who is going to walk in and what they\u2019ll need. Maybe they\u2019ll be pleasant and polite. Or maybe they\u2019ll be determined to be displeased.<\/p>\n<p>We often hear \u201cthe customer is always right,\u201d but anyone who has worked in customer service knows that isn\u2019t the case. Regardless, you know that you have to do your best to help them because it will <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/why-is-customer-service-important\/\" target=\"_blank\" rel=\"noopener noreferrer\">impact your business<\/a>.<\/p>\n<p>And as much as customer service is about handling issues, it\u2019s also about handling people. You want to make your customers feel heard.<\/p>\n<p>(And you want to do it without taking up a huge chunk of time, especially when you\u2019re a smaller business with limited staff and 120 other things to get done that day.)<\/p>\n<p>This is where a bit of preparation and a few flexible scripts will come in handy.<\/p>\n<p>We\u2019ve worked with hundreds of customer service teams, so we\u2019ve seen our fair share of scenarios when it comes to communicating with customers and clients.<\/p>\n<p>We\u2019ll break down seven relatively simple customer service scenarios\u2014and four trickier ones that would make most business owners throw up their hands in despair\u2014and how to best handle each one. You\u2019ll find customizable scripts for each scenario, step-by-step guides on what to do, and <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-tips\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service tips<\/a> to always keep in mind.<\/p>\n<p>Everyday customer service scenarios:<\/p>\n<ol class=\"table-of-content\">\n<li style=\"list-style-type: none;\">\n<ol class=\"table-of-content\">\n<li><a href=\"#An item isn\u2019t available\">An item isn\u2019t available<\/a><\/li>\n<li><a href=\"#You have to say no to the customer\">You have to say no to the customer<\/a><\/li>\n<li><a href=\"#The customer asks you for a favor\">The customer asks you for a favor<\/a><\/li>\n<li><a href=\"#You don\u2019t know the answer\">You don\u2019t know the answer<\/a><\/li>\n<li><a href=\"#The customer receives a faulty product\">The customer receives a faulty product<\/a><\/li>\n<li><a href=\"#The customer\u2019s product arrives late\">The customer\u2019s product arrives late<\/a><\/li>\n<li><a href=\"#You need to transfer the customer\">You need to transfer the customer<\/a><\/li>\n<\/ol>\n<\/li>\n<\/ol>\n<p>Tricky customer service scenarios<\/p>\n<ol class=\"table-of-content\">\n<li><a href=\"#You\u2019re in the wrong\">You\u2019re in the wrong<\/a><\/li>\n<li><a href=\"#The customer is in the wrong\">The customer is in the wrong<\/a><\/li>\n<li><a href=\"#The customer is angry\">The customer is angry<\/a><\/li>\n<li><a href=\"#The customer wants to speak to a manager\">The customer wants to speak to a manager<\/a><\/li>\n<\/ol>\n<hr \/>\n<p class=\"p1\">\u2b50\ufe0f\u2b50\ufe0f\u2b50\ufe0f\u2b50\ufe0f\u2b50\ufe0f<b>\u00a0<\/b>Ready to offer 5-star customer service?<b>\u00a0<\/b>Get strategies for every stage of the customer journey with this <b>free eBook<\/b>.<\/p>\n<p class=\"p1\">\n<div class=\"download-form-widget standart-download-form\" data-url=\"https:\/\/assets.ringcentral.com\/us\/ebook\/long-live-customer-service.pdf\" data-id=\"69d107d885523\" id=\"69d107d885523\">\n\t\t<button tabindex=\"on\"  on=\"tap:69d107d885523.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">\ud83d\udcd9 Get the eBook<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">\ud83d\udc40Get this free eBook to learn how to win in customer service.<\/div>\n<form class=\"download-form SMB\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"download form\" data-dl-name=\"Get it now\">Get it now<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69d107d885523.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\">Enjoy!<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p>\n<hr \/>\n<p>Let\u2019s start with the most common scenarios.<\/p>\n<h2>Everyday customer service scenarios<\/h2>\n<p><a name=\"An item isn\u2019t available\"><\/a><\/p>\n<h3>Scenario 1: An item isn\u2019t available<\/h3>\n<p>This isn\u2019t great for your business. Whether you\u2019re the company owner or the person handling customers that day, nobody likes to say they don\u2019t have an item.<\/p>\n<p>So don\u2019t say it. Not like that, at least. The best way to avoid a potential knee-jerk reaction from the customer is to put a positive spin on things rather than highlight the negative.<\/p>\n<p>Let\u2019s say a customer is looking for a particular item, but it\u2019s on back-order until next month.<\/p>\n<p>Rather than saying something like:<\/p>\n<div class=\"box\"><i>\u201cUnfortunately, I can\u2019t get you that product right now. It\u2019s back-ordered and won\u2019t be available until next month.\u201d<\/i><\/div>\n<p>Try this instead:<\/p>\n<div class=\"box\"><i>\u201cThat product will actually be available next month. I can place the order for you right now and make sure that it\u2019s sent to you as soon as it\u2019s back in stock!\u201d<\/i><\/div>\n<p>Here, positive language replaces negative phrases, and emphasis is placed on the solution rather than the problem. More often than not, the solution is what the customer ultimately cares about at the end of the day.<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>\ud83d\udca1 Pro-tip:<\/b><\/div>\n<p>Replacing negative phrases with positive language is a technique you can use in any customer service scenario. Take a minute before you respond to find places in your answer where there\u2019s negative language, like \u201cI can\u2019t\u201d or \u201cWe don\u2019t do that.\u201d See where you can substitute positive language instead and keep that in mind when you reply.<\/p>\n<\/div>\n<p>Sometimes an item won\u2019t be available at all. Here\u2019s how Skip Hop, a company that creates child care products, handled a potentially <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/bad-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\">bad customer service<\/a> scenario where they didn\u2019t even sell the specific item the customer was looking for:<\/p>\n<p>Rather than to throw their arms up and shrug because they don\u2019t sell the diaper bag pouch separately, Skip Hop somehow found a way to still provide <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/great-customer-service-stories\/\" target=\"_blank\" rel=\"noopener noreferrer\">great customer service<\/a>.<br \/>\n<a name=\"You have to say no to the customer\"><\/a><\/p>\n<h3>Scenario 2: You have to say no to the customer<\/h3>\n<p>As much as you\u2019d like to help all your customers, sometimes you <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/how-to-say-no-to-a-customer\/\" target=\"_blank\" rel=\"noopener noreferrer\">just have to say \u201cNo.\u201d<\/a><\/p>\n<p>For example, you may have a customer asking for a refund on an item that\u2019s clearly been used.<\/p>\n<p>Kindly, but firmly, let them know why you can\u2019t fulfill their request.<\/p>\n<div class=\"box\"><i>\u201cI\u2019m sorry, but unfortunately, I can\u2019t refund this item. Since it\u2019s been opened and used, we can\u2019t put it back on the shelves. As a small business ourselves, we just can\u2019t swing it. Again, I\u2019m really sorry about that.\u201d\u00a0<\/i><\/div>\n<p>Letting customers down easy can be tricky, but approaching it from an authentic place will go a long way. Let them know where you\u2019re coming from, and most of the time, they\u2019ll understand.<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>\ud83d\udca1 Pro-tip:<\/b><\/div>\n<p>Learn about the <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/best-customer-service-software\/\" target=\"_blank\" rel=\"noopener noreferrer\">best customer service software<\/a> for small businesses.<\/p>\n<\/div>\n<p><a name=\"The customer asks you for a favor\"><\/a><\/p>\n<h3>Scenario 3: The customer asks you for a favor<\/h3>\n<p>It\u2019s always good to be as understanding and accommodating as possible, as long as the favor is within reason. If a customer asks for extra pickles on the side of their burger, why not?<\/p>\n<p>But sometimes your customers will ask you for special treatment that you just can\u2019t allow. For example, a customer may ask to bring their dog into your shop even though you have a strict policy against pets in the store.<\/p>\n<p>For these situations, try using this flexible script as a template:<\/p>\n<div class=\"box\"><i>\u201cAs much as I\u2019d like to allow [the favor], I really can\u2019t. It\u2019s because [explain why]. Could we maybe try [offer a potential solution or compromise]?\u201d\u00a0<\/i><\/div>\n<p>For the dog example, your response could look something like:<\/p>\n<div class=\"box\"><i>\u201cAs much as I\u2019d like to allow Toto inside, I really can\u2019t. Our \u2018No Pets\u2019 policy is important because it keeps all our customers feeling safe and comfortable while they shop. Could we try having him wait outside? I have a doggie bowl I can fill up with water for him.\u201d<\/i><\/div>\n<p>Try to meet them halfway. A small pizza shop did this the best they could by offering cheese packets to a customer instead of giving her the parmesan shaker she had asked to take home:<br \/>\n<img decoding=\"async\" class=\"aligncenter size-large wp-image-7575\" src=\"https:\/\/www.ringcentral.com\/small-business\/blog\/wp-content\/uploads\/image2-192-1024x280.png\" alt=\" A small pizza shop did the best they could by offering cheese packets to a customer instead of giving the parmesan shaker she had asked to take home.\" width=\"840\" height=\"230\" \/><br \/>\nThe pizza shop didn\u2019t allow the favor, but provided a good alternative. They did what they could, even though the customer ended up taking things into her own hands\u2014literally.<br \/>\n<a name=\"You don\u2019t know the answer\"><\/a><br \/>\n<a href=\"https:\/\/netstorage.ringcentral.com\/documents\/engage_digital_insights_ebook.pdf\"><img decoding=\"async\" class=\"aligncenter size-large wp-image-7576\" src=\"https:\/\/www.ringcentral.com\/small-business\/blog\/wp-content\/uploads\/image3-159-1024x364.png\" alt=\"\" width=\"840\" height=\"299\" \/><\/a><\/p>\n<h3>Scenario 4: You don\u2019t know the answer<\/h3>\n<p>We all know this feeling of dread.<\/p>\n<p>But don\u2019t sweat it. <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/examples-of-good-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\">Good customer service<\/a> isn\u2019t about knowing everything. It\u2019s about helping to make things better.<\/p>\n<p>While it may be your first instinct, avoid saying \u201cI don\u2019t know.\u201d It doesn\u2019t help the customer in any way, and you run the risk of annoying them.<\/p>\n<p>Instead, try repeating the question back to the customer and saying something like:<\/p>\n<div class=\"box\"><i>\u201cDoes this wrapping paper come in silver? That\u2019s a great question! Let me find that out for you right now.\u201d<\/i><\/div>\n<p>By repeating the question, you\u2019re letting the customer know you are focusing on their needs. It doesn\u2019t even matter that you don\u2019t know the answer at the moment because you\u2019ve assured them that you\u2019re going to find it out.<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>\ud83d\udca1 Pro-tip:<\/b><\/div>\n<p>When it comes to actually figuring out the answer, a collaboration-focused <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/best-customer-service-software\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service tool<\/a> like <a href=\"https:\/\/www.ringcentral.com\/contact-center\/products\/collaborative.html\" target=\"_blank\" rel=\"noopener noreferrer\">RingCentral<\/a> really comes in handy. You can be on a call with a customer while messaging your colleague at the same time, providing the important details needed to find the answer.<\/p>\n<\/div>\n<p><a name=\"The customer receives a faulty product\"><\/a><\/p>\n<h3>Scenario 5: The customer receives a faulty product<\/h3>\n<p>Imagine you spend hours researching which specific product is right for you and finally make the purchase. You eagerly wait for it to be delivered, but when it finally arrives, it\u2019s broken. How disappointing!<\/p>\n<p>That\u2019s exactly how your customers feel when they receive a faulty product. Showing empathy for their situation while explaining how you\u2019re going to fix the problem is the best way forward here.<\/p>\n<p>For example:<\/p>\n<div class=\"box\"><i>\u201cI\u2019m so sorry your product arrived damaged. That\u2019s very disappointing! There may have been a mistake in the manufacturing process, or it could have been damaged during shipping. Can I send a new one out to you right away? Again, I\u2019m really sorry for the inconvenience.\u201d<\/i><\/div>\n<p>Make sure your response hits these three points:<\/p>\n<ul>\n<li>You empathize with the customer\u2019s frustrating situation<\/li>\n<li>You explain what the problem may be (this is so they don\u2019t think you just have bad products)<\/li>\n<li>You offer at least one immediate solution<\/li>\n<\/ul>\n<p>Depending on your business, you might be able to offer multiple solutions. For example, you could offer a discount on the item or even a full refund. D\u2019addario, a company focused on music accessories, went above and beyond when a customer told them he had broken a guitar string:<br \/>\n<img decoding=\"async\" class=\"aligncenter size-large wp-image-7577\" src=\"https:\/\/www.ringcentral.com\/small-business\/blog\/wp-content\/uploads\/image7-82-1024x168.png\" alt=\"D\u2019addario, a company focused on music accessories, went above and beyond when a customer told them he had broken a guitar string.\" width=\"840\" height=\"138\" \/><br \/>\nWe\u2019re all customers, and we can recognize that even the biggest companies make mistakes sometimes\u2014it doesn\u2019t have to be a <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-retention\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer retention<\/a> killer. If you empathize with customers and make things right, that\u2019s what they\u2019ll remember.<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>\ud83d\udca1 Pro-tip: <\/b><\/div>\n<p>Sometimes a product isn\u2019t actually faulty, or it has complicated setup instructions that the customer can\u2019t wrap their head around. If you have a <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/best-video-conferencing-for-small-businesses\/\" target=\"_blank\" rel=\"noopener noreferrer\">video conferencing tool<\/a> like <a href=\"https:\/\/www.ringcentral.com\/video\" target=\"_blank\" rel=\"noopener noreferrer\">RingCentral Video<\/a>, the best way to avoid a lot of confusing back-and-forth is to hop on a call. You\u2019ll be able to see what your customer is doing, making it much easier to help them fix the issue.<\/p>\n<\/div>\n<p><a name=\"The customer\u2019s product arrives late\"><\/a><\/p>\n<h3>Scenario 6: The customer\u2019s product arrives late<\/h3>\n<p>Just like when a customer receives a faulty product, it\u2019s key to empathize with their situation and how frustrating it must be when your package is late. Lucky for you, just because the shipping is slow doesn&#8217;t mean that you can\u2019t have <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/agile-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\">agile customer service<\/a>.<\/p>\n<div class=\"box\"><i>\u201cI\u2019m so sorry your item is late. That\u2019s very disappointing! I\u2019ve checked with the shipping carrier and your order is due to arrive on [date], so you\u2019ll have it soon! Again, I\u2019m very sorry for the inconvenience.\u201d<\/i><\/div>\n<p>Let the customer know you\u2019ve looked into it and give them a new arrival date so they don\u2019t think their package has been lost.<br \/>\nSometimes the package might not ever make it to the customer, or it\u2019s so delayed that it\u2019s best to just send a new one. That\u2019s what clothing company Lands\u2019 End did:<br \/>\n<img decoding=\"async\" class=\"aligncenter size-large wp-image-7578\" src=\"https:\/\/www.ringcentral.com\/small-business\/blog\/wp-content\/uploads\/image5-124-1024x115.png\" alt=\"Lands\u2019 End, a clothing company thought that a package might not ever make it to the customer, or it\u2019s so delayed that it\u2019s best to just send a new one.\" width=\"840\" height=\"94\" \/><br \/>\nIf you can make things right in the end, customers will usually look past the delay.<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>\ud83d\udca1 Pro-tip: <\/b><\/div>\n<p>Are you practicing these <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-best-practices\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service best practices<\/a>?<\/p>\n<\/div>\n<p><a name=\"You need to transfer the customer\"><\/a><\/p>\n<h3>Scenario 7: You need to transfer the customer<\/h3>\n<p>When a customer calls in for help and finally reaches someone to talk to, the last thing they want is to hear, \u201cPlease hold while we transfer you.\u201d (Having an <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/inbound-calling\/\" target=\"_blank\" rel=\"noopener noreferrer\">inbound calling<\/a> strategy will help with this.)<\/p>\n<p>They\u2019ll think they\u2019re just being passed around and will be kept on hold for ages. And many of them hate it:<br \/>\n<a href=\"https:\/\/www.ringcentral.com\/customer-communications-trends-report.html\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" class=\"aligncenter wp-image-7579 size-large\" src=\"https:\/\/www.ringcentral.com\/small-business\/blog\/wp-content\/uploads\/image8-5-1024x536.jpg\" alt=\"Graph Which of these aspects of calling a company's customer service line would you find very annoying\" width=\"840\" height=\"440\" \/><\/a><br \/>\nBut sometimes you really do need to transfer a customer to solve their problem, and it helps to explain that to them. Usually, customers will hear something like:<\/p>\n<div class=\"box\"><i>\u201cApologies, I\u2019ll need to transfer you over to another department. Thank you for patience.\u201d<\/i><\/div>\n<p>You can be as polite as you want, but no customer will be happy to hear that.<\/p>\n<p>Try this instead:<\/p>\n<div class=\"box\"><i>\u201cWe can definitely get this solved for you. I\u2019m going to transfer you over to our XYZ specialist who\u2019s the best person to answer your questions and help you out.\u201d<\/i><\/div>\n<p>While the customer might still be annoyed that they\u2019re being transferred, they\u2019ll be assured that you have their problem in mind. They can take comfort in knowing that the next person will have the expertise and access to solve their problem.<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>\ud83d\udca1 Pro-tip: <\/b><\/div>\n<p>When you\u2019re transferring a customer to someone else on your team, it\u2019s best to give them a heads up about the customer\u2019s situation. (Yay <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-teamwork\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service teamwork<\/a>.) By doing so, you\u2019ll prepare your colleague for the call <i>while<\/i> improving your <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/average-handle-time-call-center\/\" target=\"_blank\" rel=\"noopener noreferrer\">average handle time<\/a> and saving your customer the hassle of having to explain their situation all over again.<\/p>\n<\/div>\n<p>You can avoid transferring customers altogether if you have a call routing or interactive voice response (<a href=\"https:\/\/www.ringcentral.com\/contact-center\/interactive-voice-response.html\">IVR<\/a>) system. By setting up \u201canswering rules\u201d in whatever <a href=\"https:\/\/www.ringcentral.com\/lp\/small-business-phone-service.html\" target=\"_blank\" rel=\"noopener noreferrer\">business phone service<\/a> you\u2019re using, you can make sure customer calls are routed directly to the person who\u2019s best suited to answer their questions.<\/p>\n<p>(It\u2019s not just phone calls either. You might have a customer who messages you on Facebook or Instagram with a particularly complicated question, but you need to transfer it to a phone call or <a class=\"waffle-rich-text-link\" href=\"https:\/\/www.ringcentral.com\/video-call.html\">video call<\/a> to sort it out. This is where an <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/what-is-an-omnichannel-cloud-contact-center\/\">omnichannel contact center<\/a> is important, as you can offer customer support across multiple channels.)<\/p>\n<p>Okay. Now let\u2019s take a look at a few situations that will be more challenging.<\/p>\n<h2>Tricky customer service scenarios<\/h2>\n<p><a name=\"You\u2019re in the wrong\"><\/a><\/p>\n<h3>Scenario 8: You\u2019re in the wrong<\/h3>\n<p>There will be times when you or someone on your team makes a mistake. It just happens. The best way to communicate in these customer service scenarios is to:<\/p>\n<ul>\n<li>Acknowledge your mistake and apologize<\/li>\n<li>Explain how you\u2019re solving the problem<\/li>\n<li>Let them know you\u2019ll keep them updated<\/li>\n<li>Follow up when the issue is resolved<\/li>\n<\/ul>\n<p>That\u2019s it. It\u2019s not something that requires any special <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-skills\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service skill<\/a>. Here\u2019s what that sounds like:<\/p>\n<div class=\"box\"><i>\u201cI\u2019m very sorry about that. It was completely my mistake. I accidentally [explain what happened]. I\u2019m working on fixing it as quickly as possible by [explain what you\u2019re doing to fix the issue]. Unfortunately, it might take up to X days, but I\u2019ll follow up with you when I know more. Thank you so much for your patience, and again, I\u2019m really sorry about this.\u201d<\/i><\/div>\n<p>Using this script as a template, you\u2019ll be able to respond to any situation.<\/p>\n<p>Most of the time, customers will be understanding if they can see you\u2019re being genuine and working to solve the problem.<\/p>\n<p>Once the issue is resolved, do something extra as a nice gesture since you were in the wrong. This could be a discount or even a freebie. Longhorn Steakhouse was in the wrong when they overcooked a customer\u2019s steak, though they didn\u2019t even realize it at first because she didn\u2019t say anything. When a busboy noticed she wasn\u2019t eating her food, the manager had a new steak cooked for her. He didn\u2019t stop with just that though:<br \/>\n<img decoding=\"async\" class=\"aligncenter size-large wp-image-7580\" src=\"https:\/\/www.ringcentral.com\/small-business\/blog\/wp-content\/uploads\/image1-223-1024x560.png\" alt=\"Longhorn Steakhouse was in the wrong when they overcooked a customer\u2019s steak, though they didn\u2019t even realize it at first because she didn\u2019t say anything. When a busboy noticed she wasn\u2019t eating her food, the manager had a new steak cooked for her.\" width=\"840\" height=\"459\" \/><br \/>\nBeing in the wrong isn\u2019t a death sentence for your <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-relations\/\" target=\"_blank\" rel=\"noopener noreferrer\">company\u2019s relationship with a customer<\/a>. The situation can almost always be salvaged, and it\u2019s an opportunity to show how great your customer service really is. (Here are a few <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/great-customer-service-stories\/\" target=\"_blank\" rel=\"noopener noreferrer\">great customer service stories<\/a>.)<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>\ud83d\udca1 Pro-tip: <\/b><\/div>\n<p>Learn about important <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-kpi\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service KPIs<\/a> to track.<\/p>\n<\/div>\n<p><a name=\"The customer is in the wrong\"><\/a><\/p>\n<h3>Scenario 9: The customer is in the wrong<\/h3>\n<p>Customers can be in the wrong too. Take this one woman, for instance:<br \/>\n<img decoding=\"async\" class=\"aligncenter wp-image-7581 size-large\" src=\"https:\/\/www.ringcentral.com\/small-business\/blog\/wp-content\/uploads\/image6-100-1024x445.png\" alt=\"Example that customers can sometimes be in the wrong too.\" width=\"840\" height=\"365\" \/><br \/>\nWe all mess up from time to time. The last thing you want to do is to make a big deal out of it and make your customer feel stupid.<br \/>\nHere\u2019s a script you can work with to gently deal with this situation:<\/p>\n<div class=\"box\"><i>\u201cThanks for bringing this to my attention. It looks like the problem is due to [explain what happened]. I\u2019ve done this a few times myself, and it\u2019s definitely a bit of a tricky one! The good news is that we\u2019ve solved the issue by [explain how]. I hope that helps!\u201d<\/i><\/div>\n<p>Instead of focusing on who made the mistake, focus on the problem itself and how to solve it. The customer will be relieved that the heat has been taken off them and that the issue is being resolved.<\/p>\n<p>For the ice cream cake fiasco, it would sound something like:<\/p>\n<div class=\"box\"><i>\u201cThanks for coming in. It looks like this ice cream cake is from February, and unfortunately they don\u2019t keep for more than about a week. It\u2019s mostly ice cream, I get it! I didn\u2019t know either until I started working here. The good news is we can toss this one out, and I\u2019m happy to give you a discount on your next one.\u201d<\/i><\/div>\n<p><a name=\"The customer is angry\"><\/a><\/p>\n<h3>Scenario 10: The customer is angry<\/h3>\n<p>This is when you need to tread more carefully. Sometimes a customer\u2019s anger is unjustified, but other times they have a fair reason to be upset. Either way, you want to do these four things:<\/p>\n<ol>\n<li><b>Be apologetic<\/b>: Apologize and be sincere about it. Say the actual words \u201cI\u2019m sorry,\u201d even if the situation isn\u2019t your fault. (Learn <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/how-to-apologize-to-a-customer\/\" target=\"_blank\" rel=\"noopener noreferrer\">how to apologize to customers<\/a> with this three-step plan.)<\/li>\n<li><b>Sympathize:<\/b> A lot of the time, angry customers just want to hear that someone empathizes with their situation and can understand why they\u2019re feeling this way. Even if you don\u2019t actually understand where they\u2019re coming from, just imagine a time when you were angry and how you would have wanted to be treated. A simple phrase like \u201cI understand how upsetting this must be for you\u201d can go a long way. It\u2019ll make the customer feel like you\u2019re on their side, which will help calm them down.<\/li>\n<li><b>Accept responsibility<\/b>: Trying to dodge responsibility for an issue is the worst way to deal with an angry customer. Even if it wasn\u2019t your fault, you need to accept responsibility for the customer\u2019s unhappiness. It doesn\u2019t mean you did something wrong. It just means that you are handling the situation and that the customer has someone to help them solve the problem.<\/li>\n<li><b>Figure out how to help:<\/b> When a customer is angry, there are two issues to fix. The actual problem itself and how the customer is feeling. A lot of the time, you can solve the problem pretty quickly, whether it\u2019s placing a replacement order or providing a full refund plus a credit. Then you need to solve the issue of how the customer is feeling and make sure they leave calm and happy.<\/li>\n<\/ol>\n<p>In a high-stakes customer service scenario, what you say will vary depending on how angry the customer is and what actually happened. Here\u2019s a loose script to use as a template:<\/p>\n<div class=\"box\"><i>\u201cI\u2019m truly sorry about [the situation]. I can definitely understand how upsetting this must be, and I\u2019m going to do everything I can to fix the problem for you. I\u2019m going to [explain how you\u2019re going to help]. I really hope that helps. Please let me know if there\u2019s anything else I can do for you.\u201d<\/i><\/div>\n<p>Angry customers are challenging to handle. Even if you do everything right, some will still be upset. All you can do is to keep calm and try your best to help. (Learn more about <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/how-to-deal-with-angry-customers\/\" target=\"_blank\" rel=\"noopener noreferrer\">how to deal with angry customers<\/a>.)<br \/>\n<a name=\"The customer wants to speak to a manager\"><\/a><\/p>\n<h3>Scenario 11: The customer wants to speak to a manager<\/h3>\n<p>Despite your best efforts to solve a problem, some customers will still demand to speak to a manager.<\/p>\n<p>When you\u2019re <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/how-to-deal-with-difficult-customers\/\" target=\"_blank\" rel=\"noopener noreferrer\">handling difficult customers<\/a> for your own company, calmly let them know that you\u2019re in charge and suggest a few different ways you can solve the problem for them. Let them decide how they want to move forward.<\/p>\n<p>By letting the customer choose between options, you\u2019re giving them a sense of control in the situation, which may help calm them down.<\/p>\n<p>If someone else is handling customer service, there are a few different ways to deal with someone asking for the manager.<\/p>\n<p>If a customer representative has made a mistake (hey, it happens), pass the customer on to a manager. The customer has lost trust in the rep, so it\u2019s best to have them talk to someone new.<\/p>\n<p>Sometimes no mistakes have been made, and the customer is only asking to speak to a manager because they don\u2019t like the first response they\u2019ve been given. If that\u2019s the case, speak with authority and say:<\/p>\n<div class=\"box\"><i>\u201cI\u2019m sorry, but my manager would have to tell you the same thing. These are our best options to solve the problem.\u201d<\/i><\/div>\n<p>If the customer continues to insist they speak to a manager, just let them in order to deescalate the situation. Once the customer hears the same response again, they\u2019ll likely accept that nothing more can be done.<\/p>\n<h2>Every customer service scenario is a conversation<\/h2>\n<p>Customer service boils down to two people working together to solve a problem. It\u2019s a conversation, not just a cold reciting of prepared scripts and company procedures. Make sure you have the correct tools, knowledge and a quality <a href=\"https:\/\/www.ringcentral.com\/contact-center.html\">contact center<\/a> to supply the very best customer support.<\/p>\n<p>Talk <i>to<\/i> your customers, not at them, and you can\u2019t go wrong.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Customer service is tough. You never know who is going to walk in and what they\u2019ll need. Maybe they\u2019ll be pleasant and polite. Or maybe they\u2019ll be determined to be displeased. We often hear \u201cthe customer is always right,\u201d but anyone who has worked in customer service knows that isn\u2019t the case. Regardless, you know &#8230;<\/p>\n","protected":false},"author":1145,"featured_media":7583,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17901,4],"tags":[743,18597,402,15541,18598],"class_list":["post-7574","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-leadership","category-customer-experience","tag-customer-experience","tag-customer-experience-scenarios","tag-customer-service","tag-cx","tag-cx-scripts"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>11 Everyday Customer Service Scenarios: Tips &amp; Scripts<\/title>\n<meta name=\"description\" content=\"RingCentral writes about 11 everyday customer service scenarios\u2014easy to tough\u2014and how to handle each with tips and scripts. 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Prior to joining RingCentral in 2021, he held UCaaS and CCaaS Product Marketing roles at Broadvoice and Mavenir. Additionally, he has extensive telecom experience with Nortel Networks, Ericsson, and GENBAND (now Ribbon Communications), serving in various roles in Technical Documentation, Program Management, and New Product Introduction.","sameAs":["https:\/\/www.linkedin.com\/in\/andy-watson-2a40a011"],"url":"\/us\/en\/blog\/author\/andy-watson\/"}]}},"rc_img_url":null,"rcblog_by_author":"<a href=\"\/us\/en\/blog\/author\/andy-watson\/amp\" data-dl-events-click=\"true\" data-dl-element=\"link\"><span class=\"image\"><img src=\"https:\/\/secure.gravatar.com\/avatar\/ff71aa8cbe776f98972ac611517c4f6a0c2bde0a97ea2685717ee13fd2dc6838?s=96&d=mm&r=g\" alt=\"\" width=\"30\" height=\"30\" layout=\"fixed\"><\/img><\/span><span class=\"by-author-name\">Andy Watson<\/span><\/a>","rc_author_full_name":"Andy Watson","rc_author_avatar":"\/us\/en\/blog\/wp-content\/uploads\/2022\/07\/Andy-Watson-1-1.jpg","rc_author_link":"\/us\/en\/blog\/author\/andy-watson\/amp","rc_post_categories":"<a href=\"\/us\/en\/blog\/category\/trending\/business-leadership\/amp\">Business &amp; leadership<\/a><a href=\"\/us\/en\/blog\/category\/trending\/customer-experience\/amp\">, Customer &amp; employee experience<\/a>","amp_link":"\/us\/en\/blog\/customer-service-scenarios\/amp","excerpt_title":"Tips &#038; scripts for 11 everyday customer service scen...","_links":{"self":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/7574","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/users\/1145"}],"replies":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/comments?post=7574"}],"version-history":[{"count":0,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/7574\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/"}],"wp:attachment":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media?parent=7574"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/categories?post=7574"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/tags?post=7574"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}