12 November 2019

How To Handle Unexpected Problems in Customer Service

It’s almost inevitable–during your busiest, most hectic times, customer service problems pop up and throw everything out of whack. While unexpected problems can be a pain, they don’t have to cause stress to your customers. Here are some top tips for handling unexpected problems that can arise for your customer service team.

Higher than expected call volumes

Maybe it’s the full moon, or maybe there’s just something in the air, but suddenly every customer you have needs to speak with your customer service department at exactly the same time. Many times, it’s easy to plan for high call volume days. But every now and then, the phones can get slammed by customers who really need your help. While it certainly helps to have a dedicated and highly skilled customer service team, it also pays to have a backup plan in place so you don’t keep your customers on hold for too long.

Telephone call centres can be the perfect solution for those days or even weeks when your call volume exceeds your customer service team’s ability to answer calls.

Not only will a call centre reduce your customer wait time, but it will also reduce the stress on your customer service team. They’ll be able to focus on providing the best service possible, not rushing to answer the next call.


Even the biggest, most reputable companies in the world run into technical issues (like Disney Plus). But even if you can’t fully resolve your customer’s issues immediately due to unforeseen technical difficulties, you can still provide the best customer service possible.

Explain to your customer that there is a technical issue that is preventing you from helping them fully. Try to resolve the issue, if you can, but if you can’t, make sure that you take down your customer’s details and call them back as soon as you can resolve the issue. This small gesture can go a long way to re-establishing the customer’s trust in your business and will help ensure that they’ll remain loyal long after the technical issues have been resolved.

For more information on how you can support your customer service team during technical difficulties, call Answer 365 for information on the great services we can provide your business.