Sorry, we don’t have an answer to that question

As a customer experience function, ‘Sorry, we don’t have an answer to that question,’ would be the last thing you want to communicate to your customer.

There are a bunch of other things you should not tell your customers. They are:

• That’s against our policy.
• Let me try to do that.
• I’ll get back to you as soon as I can.
• I’m not sure, but I think.

You won’t have answers to every customer situation, but these are still complete no-no’s when responding to your customers.

What are the best ways to handle such situations?

Listen to the panelists specifically discuss the following topics:

• Are your customers always right?
• How do you resolve your customer situations to their satisfaction?
• How do you maintain control of the conversation, set expectations, and work towards a solution?
• How do you treat your customers with respect?
• Real-life examples of how customer situations are diffused.

Meet The Panelist

Head of Customer Insight & Customer Experience at Dvara SmartGold

Siddhartha Ghosh

Siddhartha currently serves as the Head of Customer Insight & Customer Experience with Dvara SmartGold. He is a part of the management & executive leadership team. He has earlier had stints with Tilt, Scootsy logistics, Carlo car rentals, GEP, Sitel, Reliance Jio, and Wipro.

In his current role, he is accountable for providing strategic leadership, oversight, digital transformation and management of operations, propositions, change & systems.

Director - Customer Success at CoinDCX

Aalok R Pradhan

Aalok currently functions as Director – Customer Success at CoinDCX. He is a known leader and speaker in the CX space. He has earlier had stints with Amazon, eClerx, Mphasis, Aegis, and Vodafone.

Aalok has more than 15 years of experience in the fields of customer support, customer experience, workforce, command center, capacity planning, program management, program management, process management, and stakeholder management.

He has proven expertise in designing service policies, and strategies to acquire, retain, and create high-value propositions for customers.

Senior Director at Uniphore

Sudha Bhat

Sudha is currently with Uniphore as Senior Director. Her specialties include CX strategy & transformation, experience management, CX design, customer analytics, customer insights, and contact center analytics. She has earlier had stints with Genpact, Concentrix, and IBM.

She is a certified customer experience professional with a demonstrated history of working in the services industry.

Executive Vice President at ClearTouch

Uthaman Bakthikrishnan

I believe in the power of creation - it gives me a real high to grow something from scratch and make it sustainable. Identifying market opportunities, market gaps, and identifying the right talent for execution are some of my key strengths.