How to respond when a customer says it happened again
A customer reports the same issue again and doubts your team can fix it.
What they might say
- “This is the second time this quarter.”
- “You said it was fixed last time.”
- “I can't keep chasing your team.”
What's usually behind it
Your customer is dealing with both the issue and the effort of getting help again. You need to acknowledge that history and give them a clear next step, not another broad promise.
What you can say
- You were told this was fixed, and now you're dealing with it again.
- What's the impact on your team right now?
- I'll review the previous fix and agree on a time to update you.
Try not to
- Making them repeat the full history.
- Promising it will never happen again.
How Earshot helps in the moment
Earshot listens live, shows one short card with a suggested line for acknowledging the repeat issue, and nudges you on pace.
More for support escalations