Customer service: problem solving Customer service: problem solving Informing a Customer that an Ordered Item Isn’t Available As any industry specialist will attest to, the business world is naturally unpredictable; unforeseen obstacles and dilemmas are common, and can affect even the best-prepared individuals. Accordingly, it’s how one responds to unexpected business setbacks that defines his or her career. The importance and prevalence of phone calls in business has been detailed in previous lessons, but the process of using a phone call to inform a client of an order mishap has not. In short, in the situation that an item (or items) ordered by a customer is unavailable and/or cannot be delivered as scheduled, it’s the duty of the business professional responsible for overseeing the transaction to promptly call this customer and fill him or her in. Phone calls are the best form of communication in this instance, as they are inherently personal and demonstrate focus and compassion. Moreover, high-quality customer care is arguably the most significant part of a successful company-client relationship.It should be expected that customers, when informed that their order will not be fulfilled, will be upset—in fact, something would be wrong if they weren’t upset! But, if customer support professionals remain calm and courteous during the corresponding conversation, the situation can be resolved and a solution that works for everyone involved can be reached.