7 Key Phrases Every Contact Center Agent Needs to Memorize

Part 3 of the Special Series: Practical Ways to De-Stress Your Workday, Build Collaboration and Keep Difficult Customers Calm (Special Series with Karin Hurt)

Despite the adage "the customer is always right," we know this isn't always true. Your job is to make things right for challenging customers, even when you can't please everyone all the time.

As a former Verizon executive managing thousands of customer-facing employees, I've learned that difficult customers rarely wake up planning to cause trouble. Yet, according to the ACA State of Customer Service and CX, 32% of people admit to yelling at customer service agents, and 38% would rather clean a toilet than call customer service.

These frustrated customers are often reasonable people pushed to their limits by poor experiences, automated systems and transfers. They need to be seen and heard.

Here are some powerful phrases from my new book, Powerful Phrases for Dealing With Workplace Conflict, to help handle difficult customers:

1. "I'm so sorry this happened to you. Let's fix this right now." Start with an apology and acknowledge their concern.
2. "I'm sure that's incredibly frustrating. That's certainly not the experience we want you to have." Show empathy to deescalate emotions and set a productive tone.
3. "I know exactly what we need to do next. I'm not letting you go until we get this resolved." Build confidence early in the interaction.
4. "Is that a puppy I hear in the background? Does she chew up the underwear in your laundry basket?" Show curiosity about their circumstances, but be cautious with this approach.
5. "Let me be sure I have this right: [Summarize]. What details did I miss that are important for me to understand?" Ensure the customer feels heard and that you have all the necessary information.
6. "What would a successful outcome look like for you?" Clarify their expectations, even if you can't meet them all.
7. "Here's what I'm going to do next. And I'm going to follow up with you tomorrow and ensure we resolve the situation." Commit to specific actions and follow-up.

When dealing with difficult customers, remember to:

• Start with connection
• Clarify the situation and your expertise quickly
• Get curious about their circumstances
• Close with a confident commitment to resolve their concerns