What to do when customers demand a channel you're not offering

Faith Ocampo Published on March 9, 2017

confused businessman scratching his head in office

Customer service professionals know that not all the interactions they’ll be handling will be easy. More often, they’ll be facing tricky situations when talking to customers.

It’s true that consumers are becoming more and more demanding these days. Partly, it’s because they’ve grown used to instant gratification, as fueled by the spread of various modes of digital communication. They expect brands to be available 24/7 across all platforms possible such as phone, email, live chat, social media, and mobile apps.

customer service rep addressing call hand gestures

If you’re not offering omnichannel services, this can become a major problem for you. How should you handle customers who are seeking support via a channel you’re not offering?
Such situations can be difficult to handle. If you can’t meet them at their preferred channel, customers may feel like you’re depriving them of their needs as consumers. On the other hand, call center agents must still try to resolve a customer’s complaint efficiently, using every means available. Otherwise, a customer may threaten to abandon the transaction, or even the entire brand. Here are the five tips that would help you out of this dilemma.
 

1.     Clarify your policies tactfully.

call center agent in white using laptop

If it’s not possible for you to take the conversation to the channel being requested by the customer, firmly but politely state your policies. Explain clearly why you can’t grant their request, but reassure them that you’ll still help them in every way possible.

As you talk to the customer, be sure to use the right tone of voice. Try not to sound too authoritative, as this can drive customers away even further.

 

2.     Seek cooperation from the customer.

As a customer support rep, successfully resolving every customer issue you encounter is part of your duty. However, in most cases, you won’t be able to do this if a customer refuses to cooperate with you. Thus, let them know that you’re willing to address their issues, but remind them gently that the two of you must work as a team. You may use statements like:

I want to help you find the information you need, but to get this done, I will need your help. Can you provide me with more details?

 

3.     Focus on problem resolution.

customer service agents in call center speaking on headset

Even if you can’t transfer a transaction to the channel being requested by the customer, be as resourceful as you can in solving the issue. Let the customer know that regardless of the platform you’re using, your main goal is to help them overcome the snags they’re encountering.

It helps if you can steer the conversation to this direction. Reassure customers that their issues can be solved in a variety of ways, and be sure to do so as quickly as you can.

 

4.     Respond immediately.

Often, customers demand a particular channel when they feel that they’re being ignored. You may not be responding quickly enough, or you may be taking too long to address their complaints. This is particularly true if you’re communicating via email. In these cases, consider moving the customer to your live chat platform, so you can talk to them in real time.

 

5.     Consider adding new customer service channels.

business executives holding glasses looking at computer tablet making decision

If many of your customers are requesting for a channel you’re not offering, consider deploying an omnichannel strategy. However, before acquiring a new call center software, be sure to study all its features to ensure that it fits well with your existing customer support approach. Also, think about investing in a high-power customer relationship management (CRM) tool. This technology would let you gather, store, manage, and analyze customer interactions across various platforms.

 
 

Join us on facebook
Open Access BPO 3 days ago
#TeamOABPO Davao marked #CustomerServiceWeek with a full week of engaging and fun activities. The celebrations brought everyone together through friendly competitions, shared meals, and moments that recognized the people who deliver excellent support to our clients every day.

It was a meaningful way to show appreciation for the teams who help us build lasting partnerships and deliver dependable customer experiences.

#OABPOCSWeek2025
#CSWeek2025 #MissionPossible
#CSWeek #WeAreOABPO
Open Access BPO 4 days ago
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗼𝗻 𝗖𝗦 𝗪𝗲𝗲𝗸 𝟮𝟬𝟮𝟱:
𝗖𝗲𝗹𝗲𝗯𝗿𝗮𝘁𝗶𝗻𝗴 #TeamOABPO, 𝗢𝘂𝗿 𝗘𝘃𝗲𝗿𝘆𝗱𝗮𝘆 𝗛𝗲𝗿𝗼𝗲𝘀

We recently wrapped up another awesome #CSWeek filled with fun activities, laughter, and appreciation for our amazing #CustomerService teams!

From games and challenges to team bonding and well-deserved treats, the week was all about celebrating the people who make Open Access BPO shine every single day.

At the heart of everything we do is our people. Our success comes from their dedication, passion, and commitment to providing world-class service. That's why we're proud to be an employee-first company, where hard work is recognized, and everyone's contribution truly matters.

We had a blast celebrating our #CustomerServiceWeek champions, and we're already looking forward to making CS Week 2026 even bigger and better!

#OABPOCSWeek2025
#CSWeek2025 #MissionPossible
#WeAreOABPO
Open Access BPO 12 days ago
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗞𝗶𝗰𝗸𝘀 𝗢𝗳𝗳 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗪𝗲𝗲𝗸 𝟮𝟬𝟮𝟱

Open Access BPO launched its #CustomerServiceWeek 2025 celebration with an event honoring its #CustomerSupport teams.

This year's theme, Mission: Possible, celebrates how #TeamOABPO turns every #CustomerExperience challenge into success through skill, dedication, and teamwork.

A special highlight was a client video thanking employees for their commitment and excellence. Throughout the week, team members across all sites will enjoy themed games and activities leading up to a grand finale recognizing top performers.

#CSWeek remains one of Open Access BPO's most anticipated traditions, celebrating teamwork, recognition, and fun at work.

#CSWeek2025
#OABPOCSWeek2025
#WeAreOABPO #MissionPossible
Open Access BPO 16 days ago
We're stepping into the future.

The next chapter of Open Access BPO is almost here.

Be part of it.