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.