Customer Service eLearning & Onsite Training

Here’s How to Respond to the Yelling or Cursing Customer {with videos}

Here’s How to Respond to the Yelling or Cursing Customer – Plus More Diplomatic Phrases to Help You Regain Control in 9 Common Situations with Difficult Customers

1. What to say to the yelling or cursing customer

Note: Your tone is critically important with the above statements. You must come across calm, neutral, and non-threatening.

2. What to say to the customer who wants to speak to a supervisor

3. What to say when you cannot honor the request for refund due to consumer error

4. What to say to the rambler or storytelling customer

Here’s a short video on how to control calls with ramblers:

5. What to say when you need to convey empathy (to create calm with a demanding customer)

6. What to say to the customer who wants you to bend the rules 

Say something similar to:

7. What to say when you need a graceful exit

8. What to say to the demanding customer who wants on-the-spot answers

Sample responses:

9. What to say when you want to “safely” apologize

Download a PDF of Myra’s Phrases so you can share this with your employees.

Now you can give your representatives even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.