Having spent over a decade in customer service across various industries, I frequently encounter comments such as, “How do you manage to persuade customers to accept solutions they previously rejected?” Before delving into this topic, I want to emphasize that I lack a formal degree and instead progressed to management roles through the trust placed in me by hiring managers. I’m grateful for the opportunities afforded to me within organizations, allowing me to contribute to shaping their customer service practices for the better. With this question in mind, I’ve outlined several points that I believe will prove beneficial to individuals currently in customer service roles or considering it as a career path.

As someone who enjoys storytelling, I’ll intertwine my personal journey with practical advice for your career. After completing my national service in Singapore, I embarked on my first job in customer service. I was drawn to the opportunity to connect with people and assist them in finding solutions to their problems. Choosing customer service as my career path was a decision I’ve never regretted.

Not To Take It Personally

While working in customer service, it’s crucial to recognize that the customer is a part of the organization, not solely tied to individual representatives. Therefore, when they voice dissatisfaction with a product or service, it’s not a personal reflection on you; rather, it concerns the company as a whole. As we serve the customer, it’s natural for them to express grievances when they encounter poor experiences. As customer service representatives, our role entails listening attentively to their concerns and taking note of essential information during their feedback. By gathering pertinent details about their dissatisfaction, we can work towards finding a resolution that aligns with company policies. Often, customers are receptive to solutions that address their concerns effectively.

Listening Ear

Over time, I’ve observed that when officers fail to resolve issues, it’s often due to a lack of effective listening skills. This can escalate problems, as customers feel their concerns aren’t being heard when officers offer solutions that they’ve already tried. In my training sessions with representatives, I emphasize the importance of attentive listening to customers. It’s crucial not to assume that every solution works universally for all customers facing similar issues. Customers can discern whether your ears are truly open based on your conversation with them, so always maintain an open ear.

When offering solutions, if you find that the customer has already attempted the suggested steps, you can acknowledge their efforts by saying, “I understand you may have tried this XXX. However, would you mind if we run through the steps, including XXX, once more?” This communicates to the customer that you’ve heard them, but based on company policy, certain steps need to be followed to identify the issue. Additionally, you can explain the rationale behind repeating certain steps by saying, “I understand you may have tried XXX, but for my system to accurately capture this action, I need you to perform the step again.” It’s essential to validate that you’ve heard the customer before requesting any actions similar to what they’ve already taken.

Acknowledgement and Patience

In certain cases, a customer’s problem may not be within your company’s capability to resolve. It could stem from an issue caused by the customer themselves, leaving no feasible solution within your company’s reach. Nevertheless, there are instances where customers insist on the company taking action regarding the issue. In such scenarios, acknowledgment becomes crucial.

Acknowledging the existence of the problem and expressing your commitment to assist to the best of your ability is paramount. Customers who take the time to voice their concerns do not wish to be dismissed outright. Therefore, it’s important to follow through with steps related to the issue. After thorough examination, if the problem remains unsolved, it’s essential to explain to the customer that despite your efforts, the issue persists. Furthermore, elucidate the possible cause of the issue, clarifying that it may not be attributable to the company’s operations.

By adopting this approach, you indirectly convey to the customer your genuine intent to assist, despite the inability to resolve the issue. By refraining from immediate rejection, you demonstrate sincerity in helping the customer. In many instances where cases have been escalated to me, I’ve encountered problems that couldn’t be resolved. However, by troubleshooting with the customer and sharing conclusions drawn from prior interactions, I’ve often found that customers appreciate the effort and accept the situation more readily.


In conclusion, navigating customer service challenges requires a delicate balance of acknowledging issues, demonstrating sincere efforts to assist, and effectively communicating limitations when necessary. While some problems may not be solvable on the company’s end, providing thorough support and troubleshooting can foster understanding and acceptance from customers. By maintaining an open-minded approach and striving to address concerns empathetically, customer service representatives can uphold customer satisfaction and loyalty, even in situations where resolutions may not be readily achievable.