This document provides examples of positive and negative responses for common customer service scenarios. Positively framing responses is important, such as apologizing for issues, finding solutions, and getting permission before putting customers on hold. Responses should avoid blame, give false hope, or indicate the agent doesn't know how to help. When unable to fulfill a request, explanations for policies are suggested instead of refusal without reason. The goal is to keep customers satisfied and supported throughout interactions.

1. Customer Service
Training

2. What are customer Service scenarios for?
It strengthens the brand’s voice
Helps build strong customer relationships
Improves customer satisfaction
Boosts customer experience with your brand

3. 1. You have to answer the phone
When you answer the phone, make sure you’re making a
good impression. Introduce yourself and your company to
make a connection with the caller.
Say:
• Hi, this is [your name] from [company name]. May I ask
who’s calling?
• Hi, this is [your name] from [company name]. How can I
help you today?
Don’t say: “Hello [followed by nothing].” When you give your
name, it adds a human touch to the interaction.

4. There’s a supply chain disruption, and your bestseller
sold out? That’s bad but manageable.
You definitely don’t have to go into details when a
customer asks about it. There’s a better way to answer.
2.Aspecificproductisunavailable

5. Don’t say:
Phrases containing “not in stock,” “unavailable,” or “I
can’t.” Instead, use positive language.
2.Aspecificproductisunavailable

6. Say:
• That item will be back in stock [enter when]. You can
preorder it right now to ensure you receive it as
soon as it reaches our warehouse.
• Unfortunately, this product is discontinued. But I get
why you like it. Here’s a link to a similar range that
our customers switched to [insert a link].
• We’re expecting the item to be delivered any time
soon. I can let you know when it reaches our
warehouse. What is the best method of contacting
you?
2.Aspecificproductisunavailable

7. It happens too often, right? So often, in fact, that you
could have a dedicated chatbot to answer it day in and
day out.
From the customer’s perspective, though, the question
is unique, and they’ll expect the best service.
You should have a detailed response at hand
(preferably in the form of a link to the knowledge base)
and help the customer along the way.
3.Thecustomeraskscommoncustomer
supportquestion

8. Don’t say:
“Not this one again!”
“I quit.” (Unless you really want to quit.)
3.Thecustomeraskscommoncustomer
supportquestion

9. Say:
• I’m more than happy to help you install a live chat on your
website. But first, let me share this knowledge base article
that can guide you through the process. I won’t hang up in
case you want to ask me any questions along the way.
• Sure, I can help you with the customization. Here’s a step-by-
step guide [refer the customer to the website] on how to do it.
Would you like me to assist you, or can you take it from here?
3. The customer asks common
customer support question

10. Customers often come up with ideas to improve the
product. Some feature requests are useful, and some
are, well, “less useful.”
As much as you don’t want to offend a customer by
declining their idea, you can’t deceive them.
4.Youhavetosaynotothecustomer

11. Don’t Say:
“We’ll take a look!” Don’t give false hope when clearly the
new feature is ludicrous.
“Thanks, but no thanks.” Avoid sounding rude at all costs.
4.Youhavetosaynotothecustomer

12. Say:
• Thank you for sharing your ideas with us. Unfortunately, we
can’t implement it at the moment. Our product team is now
working on [enter what new feature(s)]. If our implementation
schedule changes in the near future, I’ll personally update you.
4. You have to say no to the
customer

13. Say:
• I’m sorry our product doesn’t have the feature to solve your
problem. Could you provide more details so that I’m sure
there’s no misunderstanding? [Listen to what the customer’s
problem is without interrupting.] From my experience, [the
requested feature] may not be feasible because of [clearly
explain why, e.g., complications down the road, security
breach, an increase in the cost of using it].
4. You have to say no to the
customer

14. Say:
I am afraid we can’t extend the trial period, but I can offer you a
15% discount on this subscription plan as a goodwill gesture.
4. You have to say no to the
customer

15. You don’t have to have an immediate answer or a
solution to every query. In cases like this, briefly
explain why it will take a little longer to answer. Buy
yourself a little time while searching.
5.Youdon’tknowtheanswer

16. Don’t Say:
“I don’t know.” You can do better!
“Please come back when my shift’s over.” Nice try.
5.Youdon’tknowtheanswer

17. Say:
• Good question. No one’s asked that before. Let me check that
for you.
• Bear with me for a moment while I’m finding it out for you.
• There can be a couple of things causing that. It will take me a
minute or two to find out.
5. You don’t know the answer

18. If the issue is complicated, you’ll need extra time to solve it. If
you’re on the phone, you might need to put the customer on hold
or transfer them to a different agent.
5. You don’t know the answer

19. Customers nowadays are used to getting their issues
solved instantly. According to our customer experience
study, 44% of online customers don’t want to wait
longer than 5 minutes. So asking them to hold can be
like walking on really thin ice.
6.Youhavetoputthecustomeronholdorcall
backlater

20. Don’t Say:
“I’ll put you on hold.” *annoying on-hold music*. Not without
an explanation.
6.Youhavetoputthecustomeronholdor
callbacklater

21. Say:
• I’m sorry it’s taking me longer than usual to find out. Would
you mind if I put you on hold to consult with my team? [Wait
for a positive response]. Great, I’ll be back in two minutes.
• I’ve checked [X and Y], and I still can’t find out the cause. May
I please put you on hold for three minutes? [Wait for a positive
response]. Can I please take your email or a phone number
just in case we get disconnected?
6. You have to put the customer
on hold or call back later

22. When the set time has passed, you need to check with the
customer, so they don’t feel abandoned and show them that
you’re committed to finding the answer.
6. You have to put the customer
on hold or call back later

23. Say:
• Thank you for holding. I’m sorry to have kept you waiting. I
still need a minute or two [e.g., to replicate the issue]. Thanks
for your patience.
6. You have to put the customer
on hold or call back later

24. Then, if you managed to find the solution, explain the problem. If
not, you can suggest to the customer you call them back when
you found out the cause of the issue.
6. You have to put the customer
on hold or call back later

25. Don’t say:
“Drop me an email later today, will you?” (It’s not the customer’s
job to follow up).
6. You have to put the customer
on hold or call back later

26. Say:
I wouldn’t like to keep you on the line any longer, so is this okay if
I contact you after I fixed the issue? [Wait for a positive
response.] Thank you. What’s the best way to contact you,
please?
6. You have to put the customer
on hold or call back later

27. It can be an everyday interaction in larger companies,
but you don’t want to sound like you’re washing your
hands off an angry customer or their problem. In the
best customer service scenarios, agents explain why
they’re transferring clients and ask if it’s ok with them.
7.Youhavetotransferthecustomer

28. Don’t Say:
“I’m new here, so hold on while I transfer you.” Ask if it’s ok
first.
7.Youhavetotransferthecustomer

29. Say:
• Do you mind if I transfer you to my colleague [name of your
teammate] who specializes in [the area of expertise] and will
be able to resolve this for you quickly?
• May I transfer you to my colleague who has dealt with this
issue before, so you’ll get the solution faster?
• I can see my colleague who is an expert in this area is
available. I can transfer you now for a quicker resolution if
you’d like.
7. You have to transfer the
customer

30. Some customers take the “customer is always right”
too literally and will press you to break the rules or do a
favor for them. When the request is entirely out of the
question, focus on explaining what holds you back from
granting the wish or why the rule is essential.
8.Thecustomerasksyouforafavor

31. Don’t Say:
• “Don’t ask me. I haven’t come up with the (stupid) rule.”
• “I would if I could.”
8.Thecustomerasksyouforafavor

32. Say:
• I hear why you’re upset, but unfortunately, I can’t help you with
that at the moment. This policy is to [explain what it’s for, e.g.,
ensure your personal data is safe with us, there are no
complications down the road or comfort of other customers].
• I understand your frustration and believe in what you’re saying,
but customer service reps don’t have access to your password
to avoid security risks. But I can help you retrieve your
password. Here’s what you should do step-by-step.
8. The customer asks you for a
favor

33. In an ideal customer service scenario, you can try to find an
alternative solution to a loyal customer’s request.
Say:
• Unfortunately, I can’t give you a discount on products on sale
because we’ve made sure to price the product at what it’s
worth, but if you spend over $100, I can offer you free shipping.
8. The customer asks you for a
favor

34. Tip: You should always consider the weight of a customer’s request
and come up with a solution that meets their needs and fits into
your organization’s culture.
8. The customer asks you for a
favor

35. This one’s a biggie. Customers can get really frustrated
when the product they were searching for for a long
time or paid a hefty price for doesn’t arrive in mint
condition, or worse—doesn’t work.
Customers will most likely ask for a replacement or a
refund. Your role is to admit the mistake and apologize.
Here’s what the perfect customer service scenario looks
like.
9.Thecustomergetsafaultyorawrong
product

36. Don’t Say:
• “You’ll get a new one in 10 working days.” Ask if this is
what they want first.
• “Are you sure your kid didn’t break it?” Let’s avoid
blaming the customer.
9.Thecustomergetsafaultyorawrong
product

37. Say:
• I’m sorry to hear that the product you ordered didn’t arrive in
the expected condition. We usually take great care when
packaging our products so that they’re safe in transportation.
Can I send you a new one right now?
• Aww, I can see why you’re disappointed. And thank you for
reaching out about this. My apologies. There might have been a
manufacturing error, and it’s our fault. Let me handle this for
you now. Would you like to receive a new one or get a refund?
9. The customer gets a faulty or a
wrong product

38. There can be a thousand reasons why a customer won’t
be a delight. Ideally, you let them vent their anger in
one burst, and then you can focus on finding a solution.
You may use this time to take notes and leave a second
or two silence gap before responding.
10.Youhavetodealwithadifficultcustomer

39. Don’t Say:
• “Sorry, but…” It’s better not to interrupt.
• “Okay, but I gave you a discount!” It’s not helpful if you
get angry. Just sit back and say nothing.
10.Youhavetodealwithadifficult
customer

40. Say:
• [Nothing before they vent their anger.]
• I’d be upset, too, if that had happened to me. What would you
like me to do to rectify this matter?
• I understand how upset you must be, and I apologize that this
has happened. Would you give me a chance to sort this out for
you?
• After that, you can focus on finding a solution and winning them
back as loyal customers.
10. You have to deal with a
difficult customer

41. It’s natural for people to get frustrated and express
their dissatisfaction as long as they remain calm and
civil. And most likely, you’ll be able to help.
But when an angry customer resorts to offensive
language and their attacks are becoming personal,
you’re within your rights to interrupt them and tell them
they’re out of line.
11.Thecustomerisverballyabusive

42. Say:
• While I’m here to help you, I cannot if you continue to swear. Is
that understood?
• I want to help you, but I simply cannot if you continue to use
expletives. If it happens again, you’ll leave me no alternative
but to end our conversation. Is that clear?
11. The customer is verbally
abusive

43. If that doesn’t work, you have no choice but to hang up, walk away,
or have the customer removed by the security or the police.
Say:
• You’ve left me no option but to end this conversation.
11. The customer is verbally
abusive

44. Even the best customer service team can and will make
mistakes. Or there’s an outage, and the customers will
blame you anyway. There’s no need to panic. It’s one of
the most common customer service situations.
In this customer service scenario, acknowledge the
error and apologize. The next step would be to come up
with the solution and implement it asap.
12.You’reinthewrong

45. Don’t Say:
• “It wasn’t me.”
12.You’reinthewrong

46. Say:
• My apologies about that. I take full responsibility for the mistake. I
accidentally [explain what happened]. I’m working on fixing it as
quickly as possible by [explain what you’re doing to resolve the
issue]. It can take up to [enter approximately how long], but I’ll
update you when I know more. Thank you so much for your patience,
and again, I’m really sorry about this.
• I see why server crashes can inconvenience our clients, and I’m sorry
for such a poor experience. I want to assure you we looked into the
situation and took steps to prevent such situations in the future.
[Explain what steps you’ve taken.]
Don’t forget to update the customer along the way.
12. You’re in the wrong

47. It was hard when you had to tell the client you made a
mistake. But telling a customer they are at fault can be
even worse. It’s probably one of the most challenging
customer service scenarios for training new reps. The
following answers should do the trick, though.
13.Thecustomerisinthewrong

48. Don’t Say:
• What an idiot.”
• “You’ve used it wrong, so I can’t help you. Bye.”
13.Thecustomerisinthewrong

49. Say:
• I’m sorry to hear that. The thing is, I’ve dug into the issue, and
there seems to be a problem on your end. Why don’t you try [a
possible solution]? Let me know if it helps!
• It looks like the issue is the result of [the mistake the customer
made]. But don’t worry, it can be tricky if you do it the first time.
If you check the knowledge base [insert a link, or enter any other
reference material], you’ll find the directions on how to do it. Let
me know if you need my help.
13. The customer is in the wrong

50. Say:
• I’m really sorry about that. It seems like you provided the wrong
billing information, and the booking didn’t go ahead. Trust me;
I’ve been there before. We’re fully booked at the moment, but I
can check nearby hotels for you if you’d like.
13. The customer is in the wrong

51. From time to time, friendly attempts to help,
reasonable arguments, and alternatives you offer don’t
make any difference. The angry customer can bring out
the heavy guns and demand to speak to a supervisor.
Don’t take it personally. Here’s what to do if your
company policy doesn’t let you transfer calls to the
management.
14.Thecustomerwantstospeaktoamanager

52. Don’t Say:
• Bob, you in here? There’s an angry guy for you. Can
you tell him refunds are not an option? *without
muting the call*
14.Thecustomerwantstospeaktoa
manager

53. Say:
• I can see why this might be frustrating for you.
Unfortunately, my manager isn’t available at the moment,
but I’ll leave her a note. In the meantime, I can [suggest an
option to solve the issue] or [suggest another option]. If this
doesn’t work, we can then schedule a call with the manager.
14. The customer wants to speak
to a manager

54. Some customers may want to express their satisfaction
or gratitude… Some really do!
Some agents may not know how to respond. Here’s a
scenario on how to play it out like a pro.
15.Thecustomerishappy

55. Don’t Say:
• Seriously?
15.Thecustomerishappy

56. Say:
• Thanks so much [customer’s name]. We really appreciate
the feedback you’re giving us. You can share it if you’d like
[enter where, e.g., final satisfaction survey, form, or review
site].
Easy, right?
15. The customer is happy

57. Key takeaways
Here are the most important things to have in the back of your mind, no
matter in which direction a customer scenario goes:
• A job in customer service and customer support is tricky.
• It can get easier if you stimulate and practice challenging customer
service situations.
• Difficult customer service scenarios and answers are great
communication exercises that provide cues for agents and prepare
them to navigate through everyday and complicated interactions.
• Using examples of role-play scenarios for agents’ training improves
customer experience and increases their satisfaction.

58. Question
Time