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§§ Table of Contents − − − − − − − − −
Ultimate Guide to Difficult
Conversations
1. Introduction 2. When you don’t know the answer 3. When you have to transfer a customer to someone else 4. When a customer requests a feature or product 5. When a customer asks you for a favor that you cannot do 6. When there’s something wrong with the delivered product 7. When you close the conversation 8. When a customer is angry 9. When a customer is unwilling to pay 10. When a crisis occurs 11. When you have a frequently complaining customer 12. When customers complain on social media 13. When you have legal issues 14. When you have to deliver bad news 15. When you have an abusive customer 16. When customers cross boundaries 17. When the customer speaks a different language 18. When a customer asks a vague question 19. When customers ask when something is going to be available 20. When you or your fellow agents made a mistake 21. When a customer wants to speak with a manager 22. When you can’t resolve the issue right away 23. When you need to let a customer know that it was their mistake 24. When a customer reaches you by mistake 25. When a customer asks how your product is different from others 26. When a customer is worried about how secure your service is 27. When a customer says that they forgot their password 28. When you want to point a customer to your documentation 29. When a customer violated your terms of service 30. When a customer is not tech-savvy 31. When a customer is right, but your policy is not 32. When a customer sounds like a bigot 33. You’ve got this!

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7.

When you close
the conversation

After a hard interaction with a customer or a long string of emails back and forth, it can be a really nice finishing touch to close out the conversation and make sure that all the questions the customer had have been addressed. This also remains true after a long or difficult chat interaction.

Closing out a conversation with a customer shows that you care about getting it right and that you want to give them the opportunity to follow up on anything that they aren’t totally sure about. It helps to start to rebuild some of the trust that you may have lost either via your company or via your own mistakes. It’s a simple and easy way to get back in the good graces of the customer and start to further repair the relationship if you haven’t already.

A great few sentences that you can use to do this are:

Great! I’m glad we could get that sorted out for you today. Please let me know if you have anything else that comes up, but otherwise, have a great rest of your day.

It’s simple and straightforward while also addressing that they did have an issue and that you want them to reach out if they have another one. Use this at the end of a chat or email to close out the back-and-forth with customers while still reassuring them that you’ve got their back.

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6.
When there’s something wrong
with the delivered product
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8.
When a customer is angry
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