(e.g: Reading over customer’s contracts tu ensure you are fully aligned with the information during a call, especially when it comes to issues like agreements or escalations)

• This Shows the customer that you are prepared and taking their issue seriously

(e.g: If many customers are calling about contract cancellation issues, make sure you know the specific policies related to cancellations)

Let the customer know what you will do next

• (e.g: “I am going to escalate this issue further to our team and keep you updated on what is happening)

Even if you do not have a resolution right away, explaining what steps you will take next helps reassure them

Avoid using technical jargon. For instance, instead of simply saying “We can’t cancel because it is a past deadline” you might say, “Unfortunately, the deadline for cancellations has passed. I understand this is frustrating, but here is what we can do next…”

For Example: If a customer is upset about the lack of a service (Like Cleaning), help them understand other options available to them

• You could say “While we don’t cover cleaning, we do offer maintenance services if there are any system issues. Let me walk you through the different types of support we can offer”

This helps empower the customer and shows that you care about providing them with the right information

(e.g: “I understand you want to cancel, but let me first explain the situation. According to your agreement, cancellations can only happen within a certain timeframe, Since we are past that date, I can’t process the cancellation, but I am happy to explore other options with you. If you have any supporting documents, we could look at those to see if they help us find a solution”)

If they are upset because they can’t cancel, guide them through other possible resolutions