Imagine that someone has just come to you with a problem…

Take a deep breath

  1. Remember that it is very important to listen carefully and/or write everything down.
  2. Do not argue and do not interrupt.
  3. Last, but not least, do not lose your self-control.

Follow a script

Before you start to speak, use one of the below replies to instantly improve any difficult customer service situation.

“I need (want) you to…”
It is better to say, “Would you…? Could you…?”

“You have to…”
It is better to say, “Are you willing to…?

“I’ll try…”
It is better to say, “I will personally look into that for you…”

“We don’t do that here…”
It is better to say, “Sorry” or “I am sorry for…”

“I can’t do that…”
It is better to say, “I can’t do that because…”

“No…”
It is better to say, “What I can do is…”

“I don’t know…”
It is better to say, “Let me get someone who can help you with this.”

“That’s not my job”
It is better to say, “I understand your frustration; let’s see how we can solve this problem.”

“You are right, that is bad”
It is better to say “I understand your frustration; let’s see how we can solve this problem.”

“Calm down”
It is better to say “I’m sorry.”

“I’m busy right now”
It is better to say, “I’ll be with you in one moment”

“That’s not my fault”
It is better to say, “Let’s see what we can do about this issue.”

“You’ll need to take that up with my supervisor”
It is better to say, “Let me find that out for you.”

When in doubt, express your apologies…

“We are sorry for this mistake/problem/.”

“We are terribly sorry for this inconvenience.”

“How can we work together to solve this problem?”

“I can imagine how frustrated you must feel.”