When you want to end a circular conversation with an upset customer, I want you to say:
“We realize this is frustrating for you.” {Then explain why you can’t honor the request and offer the next steps.}
Example: “We realize this is frustrating for you, and I’d like to explain. Not only is an unplanned stop not feasible with scheduling, but regulation also doesn’t allow it. We’re regulated by the State of Washington and the Utility Transportation Commission and must abide by planned routes. What we can do is pick up your recycling on June 19th.”
“We won’t be able to _______.”
Example: “We don’t negotiate our fees. We won’t be able to work together on this. I hope you find the perfect facilitator for your retreat and that the event is a complete success.”
“I respect your opinion.” {Then explain why you can’t honor the request.}
Example: “I respect your opinion. Our company policy is not to pay claims involving consumer error. We have a responsibility to the company to uphold the integrity of our products. As long as a product performs as expected and has no defects, we cannot accept responsibility and provide financial assistance.”
“We cannot _______” {Then explain why you can’t honor the request.}
Example: “We cannot refill your expired contact lens prescription. The FDA regulates us, and the FDA does not allow us to refill expired contact lenses. To purchase contact lenses, you must see an optometrist annually. Can I schedule an appointment for you now, or do you prefer to call us back?”
“To prevent this from happening in the future, I’d like to________:
Example: “To prevent this from happening in the future, I’d like to give you some tips on how to care for your Flex band. When we disconnect, I’ll send you our care instructions.”
“I agree _______, regrettably that’s not possible because________”
Example: “I agree that we need to get someone to look at your lawn as quickly as possible. Regrettably, all our Technicians and Managers are out serving other customers now, and the schedule for the remainder of the day is full. We can book a technician for you tomorrow at 8:00 am. Will that work?”
I want you to speak or write to your customer in your assertive voice. Assertive people say what they mean, mean what they say, and aren’t mean when they say it. Be confident and consider your word final. You’ve got this!
For more help with controlling conversations with challenging customers, check out my De-escalation Academy.
