We mentioned in a previous blog post, how important it is for staff to practise customer service scenarios which they encounter in order to build their confidence and skills.

While organisations all differ with the exact interactions that staff will typically have, there are some situations which crop up in most customer service roles and staff should be prepared for them.

Customer Requests

Fulfilling customer requests, including those outside the norm, generates goodwill and can gain companies customers for life. Going above and beyond to exceed customer expectations is considered to be the height of good customer service. However, what happens when the customer asks for something that the company cannot realistically deliver?

Staff should practise

The best ways to decline these requests or offer alternatives while still delivering a high standard of customer service.

Difficult Questions

Occasionally customers will ask questions that staff don’t know the answer to and it is important that these are handled in a correct manner. A wrong answer can impact on brand credibility but admitting lack of knowledge can leave staff looking like they are inexperienced.

Staff should practise

How to communicate to customers that they don’t know the answer while offering to find out the information that is needed.


Complaints are a normal part of working in customer service and come in many different forms. Practise handling these can give staff a confidence boost when dealing with the different types of complaints that they may encounter. This infographic highlights some of the best ways to handle customer complaints. Customer Complaints

Staff should practise

Scenarios where the complaint can and can’t be rectified and complaints where the organisation is and isn’t at fault, as there will be different dynamics at play.

Angry Customers

Handling complaints can be difficult enough, but if the customer making the complaint is angry or aggressive, that can make the situation infinitely harder.

Staff should practise

How to defuse a situation and placate an angry customer, taking into account any company policies specifying how complaints should be handled.

Barriers In Communication

Communicating information can be difficult, particularly in a loud and busy environment and it is likely that staff working in customer service will come across situations where customers don’t understand what they are saying.

Staff should practise

Concise ways of delivering information and adapting communication methods to ensure that the different customers, such as those who don’t speak English as a first language or are hard of hearing, understand what they are trying to convey.

If you would like your staff to practise with any of the above scenarios, or bespoke scenarios. Get in touch on 01270 449 165 or email CTS@iwanttoconnect.co.uk.