Prepare for a difficult call with a customer
Plans what to say to an upset customer, with calm words for the hard moments.
I need to call back a customer who is very upset. What happened, without personal details: [the situation]. What I can offer: [what you’re allowed to do]. What I can’t do: [the limits]. Give me: a calm opening line; three questions to understand what they need; how to explain what we can and can’t do without sounding defensive; phrases for when they’re angry or repeat themselves; and how to end the call with a clear next step. Keep the language natural and kind, not scripted, in UK English.
Tips for a better answer
- Practise first: ask the AI to play the customer, upset but reasonable, and reply as you would on the call.
- Write down what you agreed straight after the call, and confirm it in writing.
An example, filled in
I need to call back a customer who is very upset. What happened, without personal details: their boiler service was booked for Monday, but our engineer didn’t turn up, and they’d waited in all day. What I can offer: the next free slot this Thursday, with the call-out fee waived. What I can’t do: send someone today; pay compensation for their lost day. Give me: a calm opening line; three questions to understand what they need; how to explain what we can and can’t do without sounding defensive; phrases for when they’re angry or repeat themselves; and how to end the call with a clear next step. Keep the language natural and kind, not scripted, in UK English.
Before you paste it in. Leave out names, contact details, passwords and anything confidential. At work, use the AI tools your employer has approved, and check what comes back before you rely on it. Using AI at work safely
More on this kind of job: AI for a small business: where to start, a free Learning Hub guide.
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