I’m sorry you’ve had to spend so much time on this. It’s not our usual standard and I understand how frustrating this delay must be. What to say:įirst of all, I want to apologize for the experience you’ve had getting your account set up. Offering an apology on top of a recovery credit, increases customer satisfaction in the resolution to 74%. A genuine apology is an important tool and should be used often when the customer is upset. We’ve written an entire article on how and when to apologize.
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As it turns out, we operate on very minimal budgets, so it’s not feasible for us to offer a full refund for the trip you’ve already completed with us.” How to apologize When to use: However, we do offer a full itinerary online before you book, and make it clear that the deposit is non-refundable before you click purchase.
It can be really frustrating to sign up to a trip and it not be exactly what you expected. Unfortunately, this isn’t something that they let other companies do.” When our services posts to Facebook, we’re restricted by what they let us do through their API (the connection to them). “I completely understand how that would be helpful, however it’s not something we’re able to do technically. I could get that out to you today, or put you on the waitlist for when the red one comes back in stock.” “While I don’t have that red dress in medium right now, I’ve got the same dress in your size in black. Using your experience engineering skills will make it a win-win for you and your customer. For example, if you don’t have the item in the color and size they want it, there’s no way to say yes! The best thing to do in these situations is to be upfront about what you can and can’t do for them, and try to offer other solutions. How to say no When to use:Īs much as we want to do everything we can to make customers happy, sometimes we have to say no.
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Please feel free to use any of these replies, but make sure you edit them according to the situation and your company brand to humanize your support. We’ve added tips and tricks so you can make them your own. That’s why we’ve rounded up a list of 11 common customer service phrases you can employ to deal with difficult situations. Some of these situations can be difficult to find the right words for to get your point across, while still being polite. Regardless of the industry you work in, there’s common situations that every customer service agent will run into.
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