How to react with the customers

React and reassure statements + Empathy statements + Apologize/celebrate (when needed) + Ownership statements reintroduce
-----------Acknowledge------------

React statements
• I know what you are talking about …(repeat cx issue)
• Oh, that’s really bad to hear about … (repeat cx issue)
• I totally get your point about …(repeat cx issue)
• I Know where you are coming from when you say…(repeat cx
issue)
• Oh, I am so sorry to hear about …(repeat cx issue)

Common cx issues Empathy statements

You are moving
You are canceling
You are having Bill issues
You got wrong/extra charges
You have a long hold wait
You have Speed issues
You got some Budget/ cost difficulties
You Miss the appointment
You have tech issues/ system issues
• congratulations for your move, I hope is a good change for you
• we don’t want you to go, we work to get you the best services
• I know you want to take care of your finances, I do the same with mine
• I know you don’t want to pay any extra charges, I pay bills too
• I know your time is valuable, I also like a fast response
• I know you want a reliable service, I also need a high speed in my house
• I know you want to get the best value for your money, I also like to save
money
• I know your time is valuable, I understand schedule arranging can be difficult
• I know you want a reliable service, I always expect all my services working

Apologize/celebrate (when needed)

• I apologize for the inconvenience caused in your account
• I apologize, for the long wait
• that’s not the experience we want to offer
• I apologize, we always want you to have a good service
• I apologize, we didn't mean to cause you that
• I apologize that we failed to meet what we promised
• Congratulations for your …
• sounds really good about your…

Ownership statements and reintroduce

• but don’t worry, I am here to assist you, again my name is…
• let me help you with (repeat cx issue), again my name is…
• you have called the right place, again my name is…
• You have the perfect person to do it, again my name is…
• let me go ahead and help you, again my name is…
• I’m the one in charge of that, again my name is…
• Let me do my best to solve the (repeat cx issue) again my name is…
• Sure, you are in the right hands to help you, again my name is…