Customer Support Specialist Interview Question:

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?

Submitted by: Muhammad

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.
Submitted by: Muhammad