The right words are hard to find in some sticky situations with customers. This should help.
If agents choose the right words in tough situations, customers will be satisfied.
Here’s what to say when faced with:
- A no-win argument. Some customers won’t back down or see any other side of an issue. To open the door toward positive talk and a final resolution, say “You might be right.”
- A customer who won’t let you get a word in edgewise. Avoid sounding too aggressive by saying, “I will listen to you, and then I’m sure you’ll take the time to do the same for me.”
- An unnecessarily lengthy conversation. Free yourself and your customer from a conversation that has gone on too long by saying, “Should we talk again at a later point?”
