Myra's Favorite Phrases for Dealing with Difficult Customers 

I attended your full day customer service training workshop in Puerto Rico a few years ago and you gave everyone a handout called "Myra's Favorite Phrases for Dealing with Difficult Customers". I held on to that for quite some time, but now I've changed jobs and I (and the entire call center) could really use your tips. 

Myra's answer to: Myra's Favorite Phrases for Dealing with Difficult Customers 

I'm thrilled that you've found my Favorite Phrases for Dealing with Difficult Customers so valuable. This handout happens to be my most popular customer service workshop handout ever. Here's an exact copy of the phrases right here...much success!

Myra’s Favorite Phrases for Dealing 

with Unhappy Customers

1. “The problem you experienced is no more acceptable to us than it was to you.”
2. “It must have been very frustrating for you to get the Widget home and discover it doesn’t work properly.”
3. “I understand your concern. What do you think would be fair?”
4. “Lauren, I am sorry for the inconvenience we have caused you. Tell me how I can regain your goodwill.”
5. “Although you might not agree with my decision, I’d like to explain it so you can at least understand.”
6. “Thank you for bringing this to our attention. We appreciate customers who let us know when things aren’t right.”
7. “Thank you so much for your feedback. We appreciate you giving us an opportunity to correct the problem and to meet your expectations.”
8. “We see this differently, and I am going to have to put more thought into the perspective you have shared with me. It’s helpful for me to understand how you see things. In the meantime, here is what I can do to solve the immediate problem.”
9. “As a concrete form of apology, please accept this coupon for 10% off of your next purchase with us.”
10. “Have I done something personally to upset you? I’d like to be a part of the solution.”
11. “Let me do some investigating on my end and call you back. I’ll call you no later than tomorrow afternoon with a response.”
12. “It’s obvious that I have not been able to help you. If you don’t object, I would like to let a colleague/manager of mine attempt to better meet your needs.”
13. “Mr. Warren, we want to get to the bottom of this just as much as you do.”

This handout is a gift to you from Myra Golden. You are welcome to copy the handout so long as you include this copyright notice:

copyright  2008 Myra Golden Media

http://www.MyraGolden.com