Call Center Team Leader Interview Question:

Explain me how do you deal with a customer who demands solutions you cannot provide?

Submitted by: Muhammad

I strive to always go the extra mile to achieve satisfactory solutions to customer concerns. However, sometimes a customer will insist on obtaining services that are either against company policy or impossible to provide. For example, I once had an angry customer who wanted to return a computer in exchange for one of a different brand. My company did not sell any computers of that other brand, so that was not a service I could offer him. I listened to his concerns and his reasons for wanting the other computer. Then I told him about other computers offered by my company that were similar to the one he wanted and explained how their attributes were suitable for the customer's purposes. As a result, the customer was able to calm down and ultimately chose to receive a replacement computer from our catalog.
Submitted by: Muhammad