How to Move a Live Chat to Closure When You Can't Give the Customer What They Want

Expert Tips for Effectively Handling Live Chats and Bringing Them to a Close, Even When You Can't Provide the Desired Solution

If you could always give customers what they want, your job would be easy. But, sometimes, there is no solution or no solution at the moment. So, how do you move your conversations to closure, even when you can't give your customers what they want?

Here is a three-step framework to guide your conversations to closure, even if you can't provide what customers want.

Closing out chats when solutions are limited from Delivering Exceptional Live Chat Support: Drive Results and Loyalty by Myra Golden

Step One. Acknowledge the Limitation and Express Regret for the Limitation

Offering some form of "I'm sorry" shows regret and validates your customers, making it easier for them to accept the situation when nothing can be done. Expressing regret might look like…

"I know this isn't the answer you were hoping for, and I'm sorry for any inconvenience this may cause you."

"I'm so disappointed to hear that your lentils spilled during transit. I hate to think that you won't be able to fully enjoy your meals, and have this mess to clean." 

Step Two. State What You Can Do

When you can take some action (even if it's not exactly what your customer wants), present your option with enthusiasm.

"I've applied a credit for $20 toward a future order. I know this isn't the same as receiving a perfect shipment in the first place. However, I hope it allows us to show you a better experience.

Step Three. Guide to the Next Steps 

Move the conversation to closure by guiding customers to the next steps. You're just summarizing what you've already said, so it should be easy. Do this by restating your regret that you can't help, and restating any options you can offer. 

"I'm sorry I can't be more help with this, but if there's anything else I can do, I'm here!" 

"My best suggestion is to keep an eye on our social media and make sure you're signed up to receive our emails if you aren't already. We often send out notices about new collections! Taylor, I hope you have a fantastic afternoon!"

Limited options are part of doing business. Having a framework can help you stay on track and respectfully guide your chats to closure. It is an excellent opportunity to retain customers while still achieving your organizational goals.

Action Step

As your coach, it's my job to make sure you're ready to adopt and apply your new frameworks, and I'll do that by having your practice right here, right now!

Here are your action steps.

1. Identify a challenging scenario where you can't give your customer what they want.
2. Write out one or two sentences to acknowledge the limitation and express regret for the limitation. "I know this isn't the answer you were hoping for, and I'm sorry for any inconvenience this may cause you," for example.
3. Write out how you can explain what you can do. It might look like this:  "I've applied a credit for $20 toward a future order. I know this isn't the same as receiving a perfect shipment in the first place. However, I hope it allows us to show you a better experience."
4. Move the conversation to closure by guiding customers to the next steps. Restate your regret that you can't fully help and any options you can offer. Example: "I'm sorry I can't be more help with this, but if there's anything else I can do, I'm here!"

This practice will build your confidence and assertiveness, making handling challenging interactions much easier. Take these action steps right now, before you go on to another video or go back to work.

Continue the Conversation with Me?

De-escalating angry customers in live chat with the 3Rs from Delivering Exceptional Live Chat Support: Drive Results and Loyalty by Myra Golden

For more help driving chat to closure when you can't give the customer what they want, check out my LinkedIn Learning course,"Delivering Exceptional Live Chat Support."