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Giving to the complexity of customer services and varying situations, such scripts come handy as one has in mind a set reply to customers when situations go out of hand or when there is some sort of inability. Being in customer service does not make us a company’s encyclopaedia that we will know… Giving to the complexity of customer services and varying situations, such scripts come handy as one has in mind a set reply to customers when situations go out of hand or when there is some sort of inability. Being in customer service does not make us a company’s encyclopaedia that we will know the answer of each and every query presented to us.It is very much possible that the customer is bringing to you a genuine concern where we ourselves are at fault. Keep in mind that it is okay to admit the fault.Make it a rule of the thumb to get back to a customer within a day whether you have solved or have not solved the problem. This will make them believe that their issue is a priority for you and it is being worked upon.For a customer care personnel there is no day when he does not receive an infuriated customer. Many times it is not their fault but unfortunately have to face the brunt of an emotional and angry customer. Though it is not a great idea to make a customer realise that they were themselves the reason for the problem caused. However, many times it becomes the need of the time. Read more