WHEN YOU WANT TO END A CIRCULAR CONVERSATION WITH AN UPSET CUSTOMER, THIS IS WHAT YOU SAY

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. www.myragolden...

[@jovensison2127]

I feel more confident to take new calls tomorrow 😊

[@myragolden]

Oh, wow, Joven! It makes my day to read this!

[@JessicaPierce]

Myra, I work at a library, and several of your short videos have been more helpful to me than hours of library-specific training. I can easily imagine using the wording you provide in this video the next time I have to explain to a patron why I can't do their taxes or online banking. Thank you!

[@myragolden]

Thank you, Jessica!

[@ranniewilliams]

great tools

[@laia55]

I needed this so bad.

[@karenbrill321]

Great job, Myra!! 👏

[@myragolden]

Thank you, Karen!

[@TheSarah730]

Love your work, Myra.

[@myragolden]

Thank you!

[@drea4u2luv23]

Great talk off statements. I’ve used similar statements to validate & empathize customers & staff when it’s a difficult conversation resulting in a “No” good job

[@bsunshine9915]

Right on time! I used the first phrase with my client but realized after the call that I did not explain. That definitely would have helped. Thank you for this video!

[@95momma]

this is great especially when you do not want to be rude with the members thanks!💜

[@VitaminseaJane]

We‘ll definitely try this 😊 thank you.

[@lamontwilliams2520]

I’ll be sure to use this on the job 👍🏾💯🙏🏾

[@pats7z]

Thank you for your concrete tips.

[@myragolden]

My pleasure!

[@G.S.Holland]

Myra, I work work from home for a call center. Sometimes the call quality is atrocious. When it's bad on my end, I try my best to work through it. But from time to time, the customer's complain they cannot hear me. I am garbled, there's static on the line, I am "underwater." And there's nothing I can do to fix it. I have tried to be proactive with the customer. I tell them, if they are willing to work through it I am glad to repeat myself. (and I know we have to watch our tone when we do that!!) but I also offer them a direct number to call us back to get a better connection. Or I also the opportunity to transfer them to somebody else. Sometimes they pick the third option. When they do, I get a supervisor on the line. And the main reason is-putting them back in the regular queue will be a 20 minute wait for another represenative. Getting a supervisor on the line lets them know that they are being taken to the next person available because they are important to us, and also so they don't have to wait so long. I got reprimanded by a supervisor today who said I should not do that. The other alternative is to suffer through the caller telling me over and over again they can't hear me and either I have a much longer call than needs be, or they just get angry at it all and hangs up. I don't see how that latter option is the best for anybody. I would love for you to cover this topic. I tried to search through your videos and office phone etiquitte tips, but nobody seems to be talking about this.

[@myragolden]

Hi, Geoff. I love how proactive you are with a technical issue beyond your control. Your approach of "I'm happy to repeat myself" is perfect. Offering a direct number for a callback is smart, too! Have you spoken to your supervisor about the garbled phone issue? A good option is for your leadership team to offer support in getting more robust internet or whatever is needed to eliminate the root issue. Rather than merely reprimand you for trying, they need to support you.

[@1matim]

thanks, good video

[@toddmason9311]

i like to just let customer vent-let them get out of there system-then they realize your not arguing with them

[@myragolden]

Nice approach!

[@haldram8]

I find this method very off putting. I have encountered it in the real world and it is a way, especially for management, to not be held accountable and provide low grade customer service. It is psychologically manipulative and sociopathic. If a trash company forgets to pick up my trash that week then turns around telling me that there is some ordinance preventing them from completing what they've contracted to do, that is exactly the issue. The people that have taken over have used this psycho babble to remove themselves from any accountability or push back using psychological tactics and language to insulate themselves from the people whom they serve.