Customer Support Specialist Question: Download Questions PDF
Suppose you are dealing with a customer on the phone, and you are struggling to find the solution to his or her problem. The customer starts getting impatient. How do you handle the situation?
Answer:
I try to have all my resources readily available to minimize the amount of time spent searching for solutions, but it inevitably has happened that I have stumbled across a problem that was not so easily solved. If the search is taking longer than expected, I regularly check in with the client and explain to him or her what I am doing and why it is taking longer than expected. I also make sure to continuously thank the client for his or her patience. If the problem is particularly difficult to solve, I will ask if it is alright to call the client back, provided that this is permitted by company policy.
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