Ten Tips for Resolving Customer Service Problems…..

Most companies preach the importance of Customer Service,  yet excellent Customer Service remains an elusive ideal for many businesses. A big part of the problem is that Customer Service needs to be  viewed as a basic human to human interaction as opposed to an idealistic business goal. 

As consumers, most of us have experienced the delight of making a purchase, only to have that delight turn into animosity and disillusionment by an ambivalent and unresponsive customer support employee. 

Who should get the blame for this behaviour is not so clear-cut. Obviously, management is ultimately responsible, especially if they do not hire and train properly. But Customer Service employees also have to take responsibility for the way they conduct themselves.

We all have  good and bad days. This includes customers as wel!. That said, it is not always easy to be engaging and empathetic 40 hours per week. Effective Customer Service Reps are paid to be helpful and professional at all times.

 Here are ten steps  that every CSR should review before they begin their work day: 

1. Be personal, and use gestures and voice tone that makes the customer feel valued.

2. Clearly summarize the problem, as expressed by the customer, back to the customer.

3. Research the problem and review in detail what your analysis of the problem indicates.

4. If the customer is in error, fully  and tactfully explain. Never assess blame.

5. Should the customer have a legitimate problem, take responsibility and thank them for bringing it to your attention.

6. Offer solutions that are workable and mutually acceptable.

7. Provide a telephone number, or other contact information in the event the customer has any additional questions or concerns.

8. Thank the customer for their business.

9. Draft a written response summarizing your actions. 

10. Follow up with the customer in a reasonable time, to ensure the problem has been resolved.

These are basic steps for sure, but it's usually when the  basics are ignored that situations can quickly deteriorate. Post these steps in a conspicuous area of the CSR lunch room. Of course, doing so may not make the CSR job any easier, but at least it can serve as a gentle reminder as to how provide superior service even on bad days.


Chris Wilkinson.                              

Certified Business Behaviour & Attitudes Analyst.               

Business Coach.

Tel: (905) 275-2907 (Mississauga).

E-mail: buspilot@bell.net