Unusual requests

Three ways to address an unusual request from one of your customers.

1. Sorry, we can’t help, you can try over there.

2. We are sorry, we have tried and checked our policies, we can’t help. You can try over there.

3. We are sorry, it’s not perfect, but it should work. No need to pay for this, come back later and we might have a better, more permanent solution.

They are not so different from each other, in fact they stand on a continuum. And it is certainly possible to emphatize with each one of them.

But whether you go for 1, 2 or 3 makes a huge difference in the experience you shape for your customer and the relationship you are building with them.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s