The Psychology of 'No': How to End Calls and Calls and Live Chat When You Can't Give Customers What They Want

Have you ever found yourself in a tricky situation where you simply can't give a customer what they want? It's a common challenge in customer service, and it can leave even the most experienced professionals feeling stuck. But don't worry - I've got a powerful three-step framework that will help you guide those difficult conversations to a smooth closure, even when you can't deliver the desired outcome.

Let's face it: if we could always say "yes" to our customers, our jobs would be a breeze. But that's not the reality we live in. Sometimes, we have to give bad news, explain that there's no immediate solution, or simply can't meet a customer's expectations. So how do we navigate these complex situations without causing frustration or escalation?

The key lies in a thoughtful, empathetic approach that acknowledges the customer's perspective while clearly communicating the limitations and options available. My three-step framework is designed to do just that, helping you lower the temperature of the conversation and guide customers to a satisfactory conclusion - even if it's not the one they initially hoped for.

The Three-Step Framework for Guiding Chat Conversations to Closure That I Teach My Clients

1. Acknowledge the Limitation and Express Regret

The first step is crucial: openly acknowledge that you can't provide exactly what the customer wants and express genuine regret for the situation. This validation of their feelings can make a world of difference in how they receive the news.

For example, you might say something like:

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

Or, in a more specific scenario:

"I'm so disappointed to hear that your order was damaged during shipping. I can imagine how frustrating it must be to deal with this unexpected mess and not be able to enjoy your purchase as planned."

By showing empathy and regret, you're creating a connection with the customer that can help soften the blow of the bad news.

2. Present What You Can Do with Enthusiasm

Next, focus on what you can do for the customer. Even if it's not their ideal solution, presenting an alternative option with enthusiasm can help shift the conversation in a more positive direction.

Here's an example of how you might phrase this:

"While I can't replace the damaged items, I've applied a $20 credit to your account for your next order. I know this doesn't fully make up for the inconvenience, but I hope it gives us a chance to provide you with a better experience in the future."

The key here is to present your solution confidently and positively, emphasizing how it can benefit the customer.

3. Guide the Customer to Next Steps

Finally, wrap up the conversation by clearly outlining the next steps. This helps bring closure to the interaction and gives the customer a clear path forward.

You might say something like:

"I understand I couldn't fully resolve your issue today, and I apologize for that. However, I encourage you to keep an eye on our social media channels and make sure you're subscribed to our email list. We often announce new collections and special offers through these channels, which might help you find what you're looking for in the future. Is there anything else I can assist you with today?"

Putting It All Together

By following this three-step framework, you'll be able to:

• Validate your customer's feelings
• Offer alternatives when possible
• Provide clear next steps

Continue the Conversation with Me?

For more help managing the live chat support experience, check out my LinkedIn Learning course, Delivering Exceptional Live Chat Support: Drive Results and Loyalty.

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