Every once in a while, a customer will be upset about something they experienced prior to making contact with you. Perhaps they had to deal with a technical glitch or found the site difficult to navigate. Or maybe they’ve been waiting a while to get help, or they’ve been passed from one professional to another with little explanation. While this isn't the ideal situation, you have an opportunity to help turn their experience around with the right response.
In the bad examples below, the professional is quick to blame the site or another professional. What they don’t realize is that this type of response reflects poorly on them, too. The good examples, on the other hand, demonstrate sympathy and a focus on resolution — both of the customer’s question and of the service issue itself.
- “Sorry, the site has been having issues. I don't know why they can't fix it faster."
- “You’re right, the site is terrible. It took me a while to figure it out.”
- “I’m sorry the other professional wasn't helpful. Not all professionals know how to use the site.”
- "I'm sorry you experienced that — I would be happy to put you in touch with our customer service team."
- “I’m sorry you had a hard time navigating the site. I’ll make sure to pass along your feedback to our site team.”
- "I'm sorry about that, but I'm here now and I can help you get started on your question if you're ready."