Definition of Customer Service Challenge

Are you dealing with a customer service challenge?

A customer service challenge refers to a situation when two or more parties are having difficulty resolving a service issue. This often occurs in matters involving buyers and sellers, but may also include internal customer service issues that occur between two or more employees.

Seller Service Challenges

Sellers may experience service challenges when dealing with customers who request unusual or customized products or services, are very demanding, are abusive and/or require a lot of time to support. Service issues may also arise because of poor quality products or services.

Buyer Service Challenges

Buyers may experience customer service challenges when dealing with sellers who cannot provide the products or services the customer requests, or that meet their unique needs. Service issues may also arise because of inflexible return policies, rude or untrained employees, or defective merchandise.

Internal Customer Service Challenges

Customer service challenges occur between employees within organizations.

Within organizations, customer service challenges may occur when a department or individual employee does not follow through on a commitment made to another department or employee, does not abide by a policy or procedure, or performs poor quality work.

Addressing Customer Service Challenges

Whether you are a buyer, seller or employee, you can attempt to resolve customer service issues by listening to the other party's viewpoints, asking questions, comprising, providing options and agreeing on solutions. When resolving customer service challenges, look for solutions that are "win-win," and help both parties.

Service Challenge Communication

Resolve customer service challenges by phone or email.

Service challenges may arise and can be resolved through many different communication approaches. These include face-to-face, telephone and email mediums.

References

• Forbes: The Customer Service Challenge, Jeffrey F. Rayport, Dec. 6, 2005
• Technology Management Associates: Key Steps And Major Challenges in Improving Customer Satisfaction, Mark Smith, November 2004
• More Business: Customer Service Challenges & Customer Service Solutions, June 12, 2006
• Donna Earl Training: Customer Service Challenges for Tech Support Help Desks, 2003
• Fuel Net: From Mad to Glad, 6 Proven Steps to Resolve a Customer Complaint, Ken Beaulieu, March 20, 2009

Resources

• Customer Service Manager