Assertive Customer Service Techniques

Dealing with difficult customers who use profanity or make racist remarks requires clear and assertive communication. Here are 20 professional phrases I share in my de-escalation workshops to help you set boundaries effectively: "I must insist on respectful communication during our interaction." "I cannot continue this conversation if disrespectful language is used." "I'm dedicated to helping, but I require respectful dialogue." "Let's focus on resolving the issue without using offensive language." "I'm committed to assisting you, but I won't tolerate disrespectful behavior." "I understand your frustration, but I cannot engage when offensive remarks are made." "I'm here to help, but I cannot accept discriminatory language." "I must ask that we communicate professionally and respectfully." "I value your input, but I need you to communicate without using offensive words." "I take all customer concerns seriously, but I require respectful interaction." "I'm dedicated to finding a solution, but I cannot tolerate disrespectful conduct." "Let's work together to address the issue respectfully and professionally." "I'm committed to assisting you, provided our communication remains respectful." "I understand your frustration, but I cannot tolerate derogatory language." "I'm here to help, but I need you to communicate respectfully for us to proceed." "I'm committed to resolving this, but I cannot engage in disrespectful dialogue." "I cannot continue this conversation if offensive language is used." "I'm dedicated to assisting but require respectful communication." "I value your business but insist on respectful and professional interaction." "I'm here to help but cannot engage with discriminatory language or behavior." These phrases assert your commitment to assisting the customer while firmly setting boundaries against the use of profanity or racist remarks.

Being assertive is more about clarity and authenticity. How do you do it defines it’s outcome! Here are some strategies to sound assertive with courtesy 👇🏻 ✅Use Clear and Respectful Language Be Direct but Polite: State your thoughts and requests clearly without being vague. For instance, say, "I see your point, but I think a different approach could work better." This expresses your point respectfully. ✅Avoid Qualifiers: Limit use of the likes of "I think" or "Maybe" as they are weak and contradict your message. Use positive sentences like, "I recommend…" or "I prefer…" which convey confidence. ✅Practice Active Listening Engage Fully: Truly listen to people's opinions through maintaining eye contact, nodding agreement, and offering verbal assents such as "I see" or "That makes sense." This projects respect and makes others understand your point better. ✅Reflect and Clarify: Paraphrase what you have heard to verify understanding, i.e., "So, you're saying we need to realign the timeline to accommodate the new deadline?" ✅Show Confident Body Language Posture and Eye Contact: Stand or sit up straight and use correct eye contact to convey confidence. Facial Expressions: Make sure facial expressions match the message; an authentic expression strengthens words. ✅Set Boundaries Firmly and Kindly Practise Saying No: Say no to requests that overwork you by saying, “I appreciate you considering me for this project, but I must work on my existing tasks to maintain quality work." ✅Provide Alternatives: When feasible, present alternative solutions or compromises, like, "I cannot help with this task, but maybe we can assign it to someone else on the team." ✅Emphasize Solutions Rather Than Blame Collaborative Approach: When resolving problems, focus on solutions instead of blame. For instance, "In order to enhance our workflow, let's discuss changing our communication process." 👍🏻Use "I" Statements: Share your feelings and needs without being accusatory, e.g., "I feel anxious when deadlines are not met because it affects our team's performance." ✅Practice Regularly Role-Playing: Practice role-playing to practice assertive communication in different situations, building your confidence and readiness. ✅Obtain Feedback: Request input from trusted co-workers or mentors about your communication approach to help determine areas to improve. Through implementing these approaches within your work relationships, you are able to state your needs and opinions confidently and still continue being courteous and respectful. #professionalcommunication #communicationskills

Want to de-escalate frustrated customers fast? In Customer Success, it’s easy to panic when a customer is upset — a bug, a missed email, a delay in onboarding. But there’s one phrase that has saved me more times than I can count: “𝘚𝘢𝘺 𝘦𝘹𝘢𝘤𝘵𝘭𝘺 𝘸𝘩𝘢𝘵 𝘺𝘰𝘶 𝘸𝘪𝘭𝘭 𝘥𝘰 — 𝘢𝘯𝘥 𝘥𝘰 𝘦𝘹𝘢𝘤𝘵𝘭𝘺 𝘸𝘩𝘢𝘵 𝘺𝘰𝘶 𝘴𝘢𝘺.” It’s simple, but powerful. Because when a customer is frustrated, they don’t just want apologies. They want certainty. They want to know someone owns it. The mistake many CSMs make is overpromising in the moment just to calm things down… and then falling short on the follow-through. That’s how you lose trust. Fast. Instead, here’s how to build it back: 𝟭. 𝗔𝗰𝗸𝗻𝗼𝘄𝗹𝗲𝗱𝗴𝗲 𝘁𝗵𝗲 𝗶𝘀𝘀𝘂𝗲 𝗮𝗻𝗱 𝘁𝗮𝗸𝗲 𝘃𝗶𝘀𝗶𝗯𝗹𝗲 𝗼𝘄𝗻𝗲𝗿𝘀𝗵𝗶𝗽 Let them know you're on it. Not just emotionally — tactically. 𝟮. 𝗖𝗹𝗲𝗮𝗿𝗹𝘆 𝗼𝘂𝘁𝗹𝗶𝗻𝗲 𝘆𝗼𝘂𝗿 𝗻𝗲𝘅𝘁 𝘁𝗵𝗿𝗲𝗲 𝘀𝘁𝗲𝗽𝘀 Tell them what exactly you’re going to do, by when, and what they should expect next. 𝟯. 𝗦𝗲𝘁 𝗮 𝗱𝗲𝗮𝗱𝗹𝗶𝗻𝗲 𝗳𝗼𝗿 𝘆𝗼𝘂𝗿 𝗻𝗲𝘅𝘁 𝘂𝗽𝗱𝗮𝘁𝗲 Even if you don’t have a resolution, commit to an update. That’s what gives them confidence you’re actually driving this. 𝟰. 𝗙𝗼𝗹𝗹𝗼𝘄 𝘁𝗵𝗿𝗼𝘂𝗴𝗵 𝘄𝗶𝘁𝗵 𝗽𝗿𝗲𝗰𝗶𝘀𝗶𝗼𝗻 If you say you’ll follow up at 4pm — follow up at 4pm. Even a few minutes late erodes trust. Early is better. Note: Almost every time I send my follow up email exactly when I promised, the frustrated customer has responded with gratitude for my ownership and commitment to resolving their issue. This kind of discipline transforms tense situations into moments of loyalty. Because customers remember how you show up when things go wrong. Say what you’ll do. Do what you said. That’s how you turn a negative experience into a positive partnership. What steps do you take to build trust during an escalated customer issue? #customersuccess #playbooks