Drawing The Line Between Doable And Outrageous Customer Requests


Share on LinkedIn

While it is essential to go above and beyond our call of duty to provide positive and exceptional Customer experience, it important to also note that some Customer requests are not just doable.
Some customer requests can be strange and downright puzzling, if you’re unsure of what the Customer is asking for is legal, in-line with the company’s policy or can be done with approval from the necessary unit.
Here is a breakdown of what you should know:

What Can Some In Your Cadre Do Or Not Do
What is your job function? Is the Customer request tied to your job function? What right is your grade or cadre entitled to?

Who Can You Escalate To
Is your supervisor in a better position to assist? Will your supervisor be willing to assist?

Who Can Get Things Done
Would communicating directly to your supervisor’s boss be a better option?

Escalating and Following Up
Should I call, chat or send a mail? Which would be faster? Am I keeping the Customer informed on the status of escalated issue?

Saying No In A Professional Manner “No” is a word that isn’t used often enough in our conversations with customers. Used appropriately, this word draws boundaries that otherwise might not be apparent to the Customer, and prevents scenarios of over promising and under delivering.
But before you say “NO” –
Excuse yourself appropriately and consult with your Supervisor
Be sure that what the Customer has requested for is absolutely not – achievable, legal or against company policies

Offer An Unconsidered/Alternative Option
Customers are often single-minded when it comes to telling you what they want. But when you understand the reason behind their demands you should be able to offer an alternative that works for us and still makes them happy. This must come as a follow-up for a “no” response

Maintain Your Professionalism.
When working with a Customer who is being unreasonable, stay professional. Some customers think that the harder they push, the more they will squeeze out of us. While it can be frustrating to work with this type of Customers, you should never take things personally. Simply stand firm.
Always remember, patience and professionalism are the best tools to utilize when Customers overstep their boundaries.

Kelechi Okeke
Kelechi Okeke has dedicated over a decade to assisting organizations in elevating their customer experience strategies by empowering them with invaluable insights, innovative solutions, and fostering a customer-centric mindset. As the visionary founder of the award-winning CX website cxservice360.com, he is on a mission to enhance global customer experience practices


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here