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 and an example: Prepare for a difficult call with a customer
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.