The past year has been trying. Given that everyone is worn out and patience is running thin, it’s more important than ever that CX teams are equipped to handle hard conversations.
In today’s episode, we’ll give you our take on how to respond when a customer asks for support in a channel that you don’t provide — in this case, by phone.
Watch the video and continue reading the post below for our three-step formula to help your customers feel heard, more in control, and more willing to work towards a resolution with you.
We get versions of this question a…