TaskTool 360 – Learning Systems

Category: Customer Service

  • Is the customer always right?

    A customer is convinced they were promised something your organisation cannot provide. They are frustrated and insist the mistake is yours.

    What do you think?

    How do you respect a customer without agreeing with something that is incorrect?

    Keep the conversation going

    • What different perspectives might people in this situation have?
    • What would influence the way you responded?
    • Would your view change if you were in a different role?

    Share your perspective in the comments below.

  • When should you say no to a customer?

    A customer asks for an exception to a rule. Making the exception would help them, but it could be unfair to other customers.

    What do you think?

    When is saying no actually good customer service?

    Keep the conversation going

    • What different perspectives might people in this situation have?
    • What would influence the way you responded?
    • Would your view change if you were in a different role?

    Share your perspective in the comments below.

  • Should you apologise when it wasn’t your fault?

    A customer complains to you about a delay caused by another department. You had no involvement in the problem.

    What do you think?

    Can you apologise for someone's experience without accepting personal blame?

    Keep the conversation going

    • What different perspectives might people in this situation have?
    • What would influence the way you responded?
    • Would your view change if you were in a different role?

    Share your perspective in the comments below.

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