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Simple Phrases to Get Difficult Conversations Back on Track

The service you provide to your customers is what differentiates your company from your competition. You earn repeat business by ensuring that concerns are addressed and issues are resolved in a timely manner. Of course, even the best customer service representatives are sometimes presented with challenging interactions with customers who are too upset to engage in a productive conversation.


This is especially true during the receivables management process. When money and emotions are involved, the likelihood of confrontation increases dramatically. Defusing these situations and positively collaborating with customers to problem-solve takes a special set of skills. Below are three go-to phrases that caring representatives successfully utilize to get their toughest customer service interactions back on track:


“This is not the experience we want you to have.”


Unfortunately, everyone has had a bad customer service experience at some point. After all, there are many companies that don’t make customer service a priority. Individuals who have had trouble with other businesses may approach your representative ready for battle.

Customer service representatives can change the tone of the conversation as soon as it becomes clear that a customer is upset by saying, “This is not the experience we want you to have.” This phrase shows your positive intent, which assures customers they are valued, and that the type of issue they’ve encountered is not typical of your business. It indicates your company holds itself to a higher standard, and that you can and will do better, starting with resolving the current issue.


“I appreciate your concern.”


Nothing is more frustrating than calling a customer service department for assistance and having your concerns belittled or dismissed. When people get the sense that you don’t care about their issues, they become more upset. Simply saying, “I appreciate your concern,” shows empathy for the customer’s current situation. It validates their perspective and helps to defuse tension when you truly care about your customer’s concerns.


“Let’s figure this out together.”


The final step is removing any remaining impression that you and your customers are adversaries instead of allies. Saying, “Let’s figure this out together,” puts you and your customers on the same team. It creates partnership, so you can refocus on the real issue at hand and work together to find a win/win solution.


Customer service representatives that are untrained in this art can often make matters worse. In today’s social media-centric environment, a single poor customer experience can have long-term impact on your brand. Make sure customer service representatives are ready to stay calm and handle difficult conversations by providing them with these go-to phrases.


At the end of the day, it comes down to empathy. By showing the customer that you truly care and are there to work with them to resolve the problem, you stand out from the many subpar customer service experiences your customers encounter with other companies. For more best practices on providing high-quality customer care and protecting your brand during the receivables management process, visit Tavelli Co., Inc.



Tavelli Co., Inc. has over 37 years of unparalleled experience in the debt collection and receivables management industry. Our mission is to achieve the right balance between getting clients paid and being empathetic to debtor circumstances, through implementing innovative practices, hiring experienced people, and improving business decisions through analytics. We provide peace of mind to all involved by collecting money with no complaints. Tavelli Co., Inc. takes the time to carefully listen to your customers and share their feedback with you through meaningful data and transparent communication, so you have access to the information you need to make quality decisions and improve your processes in the future. Contact us today and let the debt collection experts at Tavelli Co., Inc. help you set your business up for success.


IMPORTANT: Information provided by Tavelli Co., Inc., any employees of Tavelli Co., Inc., or its subsidiaries is not intended as legal advice and may not be used as legal advice. It is not intended to be a full and exhaustive explanation of the law in any area, nor should it be used to replace the advice of your own legal counsel.

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3700 Montgomery Drive
Santa Rosa, CA 95405

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Email: info@tavellico.com
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