Proper Customer Service involves two things: how efficient a company’s support team is and what sort of questions it can handle from the customers. Scripted answers can work up to a certain point, but there are some queries that your team would have to answer on their own. This is the ultimate challenge that organizations face and addressing it becomes a very tedious task for everyone around. Your support team has to come up with answers that are flexible and as per the requirement of the situation. You also have to give your team some leeway where, in the interest of your company’s reputation, they would be able to serve your consumers better.

Source: Top 5 Customer Service Challenges and How to Handle Them