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.

 
 

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
Join us on facebook
Open Access BPO 2 days ago
Open Access BPO recently kicked off our new fitness programs with a sunset yoga session: https://buff.ly/3UMe81m

‍Held on the newly launched scenic 7th-floor terrace of our Makati HQ, the session provided employees with a unique opportunity to unwind, de-stress, and connect with colleagues in a beautiful outdoor setting.

Our fitness program is set to resume this week with new Rope Flow and Zumba program.

----------
Learn more about our company culture and the many benefits we offer our employees by visiting our website today: https://buff.ly/44Rlllq

#WeSpeakYourLanguage
#OneForHealth #IdeaHubOABPO
#EmployeeEngagement #WellnessAtWork
#HealthyWorkplace #MindfulnessAtWork
Open Access BPO 2 days ago
Customers today expect more! 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗻𝗲𝗲𝗱𝘀, 𝗽𝗿𝗼𝗱𝘂𝗰𝘁𝘀, 𝗮𝗻𝗱 𝗰𝗼𝗻𝘀𝘂𝗺𝗲𝗿 𝘁𝗿𝗲𝗻𝗱𝘀 𝘄𝗶𝗹𝗹 𝗮𝗹𝘄𝗮𝘆𝘀 𝗰𝗵𝗮𝗻𝗴𝗲, 𝗮𝗻𝗱 𝘀𝗼 𝘀𝗵𝗼𝘂𝗹𝗱 𝘆𝗼𝘂𝗿 𝘀𝘁𝗿𝗮𝘁𝗲𝗴𝗶𝗲𝘀, 𝘁𝗼𝗼𝗹𝘀, 𝗮𝗻𝗱 𝗮𝗽𝗽𝗿𝗼𝗮𝗰𝗵.

Don't wait for your consumer base to grow or even wither before you update your #CustomerSupport strategy.

Here are 4 signs that your #CustomerService action plans need an upgrade: https://buff.ly/3QOCVAu

----------
Provide your customers with excellent #ConsumerExperience from one of today's trusted multilingual #CX experts: https://buff.ly/3wtloHp

#WeSpeakYourLanguage
#CustomerExperience
Open Access BPO 2 days ago
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗖𝗼𝗻𝘀𝗼𝗹𝗶𝗱𝗮𝘁𝗲𝘀 𝗠𝗮𝗻𝗶𝗹𝗮 𝗦𝗶𝘁𝗲𝘀 𝗜𝗻𝘁𝗼 𝗖𝗲𝗻𝘁𝗿𝗮𝗹 𝗛𝘂𝗯 𝗳𝗼𝗿 𝗦𝗲𝗮𝗺𝗹𝗲𝘀𝘀 𝗢𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝘀 | https://buff.ly/4dRxqv0

Open Access BPO, a leading provider of outsourced business solutions, recently brought all its Manila operations under one roof. This consolidation into a central hub, in the Makati Business District, signifies a commitment to enhanced efficiency and service excellence.

By uniting their Manila workforce and expertise, the company aims to foster stronger collaboration and innovation, ultimately benefiting both their clients and employees. The state-of-the-art facilities boast modern technology and ergonomic workstations, creating an optimized environment for top-notch agent performance and seamless service delivery.

This consolidation marks a significant step forward for Open Access BPO, solidifying their position as a frontrunner in the #outsourcing industry.

#WeSpeakYourLanguage
Open Access BPO 3 days ago
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗰𝗼𝗺𝗽𝗹𝗲𝘁𝗲𝗱 𝗶𝘁𝘀 𝗼𝗽𝘀 𝗰𝗲𝗻𝘁𝗿𝗮𝗹𝗶𝘇𝗮𝘁𝗶𝗼𝗻, 𝗰𝗼𝗻𝘀𝗼𝗹𝗶𝗱𝗮𝘁𝗶𝗻𝗴 𝗶𝘁𝘀 𝗠𝗮𝗻𝗶𝗹𝗮 𝘀𝗶𝘁𝗲𝘀 𝗶𝗻𝘁𝗼 𝗮 𝗰𝗲𝗻𝘁𝗿𝗮𝗹 𝗵𝘂𝗯 𝗶𝗻 𝗠𝗮𝗸𝗮𝘁𝗶 𝗖𝗶𝘁𝘆 | https://buff.ly/3K37xur

The strategic move allows for enhanced communication, streamlined collaboration, and a more cohesive company culture.

The newly unified office space, located in Robinsons Summit Center, boasts a state-of-the-art operations floor designed to optimize agent performance and client service delivery.

#WeSpeakYourLanguage
Open Access BPO 3 days ago
A branded #CustomerExperience provides your customers with a unique and consistent interaction across various touchpoints. It reflects your brand's values, personality, and promises.

Building a branded #CustomerService strategy can differentiate your business from competitors and help you build stronger relationships with your customers.

Here's how you can develop a branded customer service strategy: https://buff.ly/3V0O0RA

----------
Outsource #CustomerDelight to a reliable #BPO without losing your #BrandIdentity: https://buff.ly/3UZGR3Q

#WeSpeakYourLanguage
#CustomerSupport #branding
#CX #CustomerSatisfaction
Open Access BPO 4 days ago
𝗬𝗼𝘂𝗿 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝗶𝘀 𝗻𝗼𝘁𝗵𝗶𝗻𝗴 𝘄𝗶𝘁𝗵𝗼𝘂𝘁 𝘆𝗼𝘂𝗿 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀, 𝘀𝗼 𝘄𝗵𝘆 𝗱𝗼𝗻'𝘁 𝘆𝗼𝘂 𝗴𝗶𝘃𝗲 𝘁𝗵𝗲𝗺 𝗮 𝗰𝗵𝗮𝗻𝗰𝗲 𝘁𝗼 𝘀𝗽𝗲𝗮𝗸 𝘂𝗽?

Build a conversation-driven platform to boost #CustomerEngagement.

Here are some tips to generate feedback and enhance your business strategy, boost engagement, and transform the #CustomerExperience: https://buff.ly/3UydzIk

----------
Ensure your customer are always be heard by partnering with a dedicated #outsourcing partner: https://buff.ly/3R7J635

#WeSpeakYourLanguage
#CustomerSupport #CX
#CustomerExperience #CSat
Open Access BPO