How to Respond When User Says: “Not Satisfied With Experience”
🎯 Purpose:
To equip support agents with a polite, professional way to respond when a user expresses general dissatisfaction with Cashkr’s service.
🗣️ Standard Response Template (Chat / Call / Email)
“I’m really sorry to hear that. We always aim to provide a smooth experience, and I truly understand how this must have felt.
Could you please share what went wrong or how we can improve? I’ll make sure your feedback is noted and passed on to the right team.”
🪜 Step-by-Step Handling Process
🧾 Step 1: Acknowledge with Empathy
Use calm and reassuring phrases:
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“Thank you for sharing that.”
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“I understand your concern.”
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“Let me help you with this.”
👂 Step 2: Ask for Specific Feedback
Try to identify the issue:
“May I know what part of the process didn’t meet your expectations — was it the pickup, pricing, communication, or anything else?”
📝 Step 3: Log Feedback in CRM or CX Genie
Log the issue under:
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Complaint type (e.g., Delay, Rude behavior, Pricing)
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Notes from user
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Tag “Experience Feedback”
🧑💼 Step 4: Escalate if Needed
Escalate to:
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CX Lead (for behavior, repeated complaints)
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Ops (for vendor-related issues)
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Tech (for app issues)
🎁 Step 5: Offer Resolution (If Applicable)
|
Scenario |
Suggested Action |
|---|---|
|
Pickup delayed |
Offer reschedule or vendor change |
|
Rude vendor |
Escalate + promise internal review |
|
Price mismatch |
Review condition notes and explain |
|
General frustration |
Offer a coupon or referral bonus to win back trust |
💡 Pro Tips
|
✅ Do |
❌ Don’t |
|---|---|
|
Stay calm and positive |
Don’t argue or sound defensive |
|
Ask questions to understand better |
Don’t give vague answers |
|
Offer genuine help or resolution |
Don’t brush off the complaint |