Final answer:
When a customer's card is declined, the customer service representative should verify the details, suggest contacting the bank or credit card company, and maintain a professional and supportive approach to help resolve the issue and ease the customer's frustration.
Step-by-step explanation:
The subject of this question pertains to handling customer service in a business environment, particularly during a stressful period like the holiday season. If a customer's card gets declined, the first step is to remain calm and empathetic while carefully listening to their concerns. Offer reassurance that you will do your best to assist with the situation.
Next, verify the details with the customer, such as ensuring they have input the correct card information, and check if there's an issue on your end, like a system outage or error. If everything appears correct on their end, advise the customer to contact their bank or credit card company to resolve the issue, as declines can be due to a variety of reasons like fraud protection, insufficient funds, or technical errors.
Throughout the process, ensure that your approach is professional and supportive, emphasizing that you understand the significance of their purchase and the inconvenience this situation might cause. This demonstrates good customer service skills and can help ease the customer's frustration.