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I’ve also gone ahead and briefed them about your situation, so you won’t have to re-explain anything. Either way, there will come a time when you simply can’t solve a customer’s issue.

(By the way, sending them the peanut butter anyway would be an awesomely creative customer service idea.) Pro Tip: Use the “compliment sandwich” method – Give them a compliment, tell them the bad news, then end with another compliment.

To make it up to you, here’s a coupon for X% off your next order!

🙂” As a rule of thumb, if you promised to get back to a customer, get back to them within 24 hours – even if you don’t have a solution yet!

I’m not sure exactly when that might be just yet (no firm date b/c it’s not slotted yet), but I’d be happy to let you know once it’s launched (kindly offering to follow-up for convenience).

In the meantime, we recommend logging into the web dashboard at to answer incoming chats, or use our mobile apps for i Phone and Android as an alternative.

We currently only have a WIndows Desktop app (replace this sentence with whatever you currently have), however we have plans to introduce a desktop app for Mac in the future (if you’re planning to build this feature at some point).

In fact, if a customer has to say something like “are you still there? Here’s how to let the customer know you need some time: You can even ask the customer to leave their contact information with you in case they’re in a rush: “If you’re in a hurry, I’d be happy to call or email you back with an answer instead.” Sometimes you can’t solve your customer’s issue and need the help of another department.

When that’s the case, it’s important to be tactful – most people hate being transferred!

First impressions are formed in the first 7 seconds, and they’re hard to break. When opening a conversation with someone, you should always introduce yourself. Use this to greet your customers: It’s not always possible to resolve an issue immediately.

You wouldn’t answer a phone by saying, “How may I help you? However, you also shouldn’t leave your customer hanging without explaining to them what’s going on.


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