Leo glanced down. The first line wasn't a defense; it was a bridge. He looked back at the customer and said, "I can see how frustrating this delay is for you, especially when you were expecting it yesterday. Let’s see what we can do to fix this right now."
If you'd like to explore more or techniques from Robert Bacal's work, tell me: Perfect phrases for customer service : hundreds...
I can then provide tailored examples to help you handle those situations. Leo glanced down
The man’s shoulders dropped an inch. The acknowledgment of his frustration acted like a pressure valve. Empathy, as Elena knew, was the cornerstone of exceptional service . Let’s see what we can do to fix this right now
Elena leaned over and caught Leo’s eye. She reached into her drawer and pulled out a well-worn copy of Perfect Phrases for Customer Service by Robert Bacal. She didn't hand him the book; instead, she slid a small, handwritten cheat sheet onto his desk. "Try this," she whispered.
"I thought I just had to give them information," Leo admitted, still catching his breath.
Leo nodded, tucking the cheat sheet into his pocket. He realized that while he couldn't control the shipping delays, he could control the words he chose—and that made all the difference.