ANGRY CUSTOMER – Payment Delayed:
DO: Acknowledge frustration, Take ownership, Provide specific action, Set clear expectation, Follow up
DON’T: Blame departments, Make impossible promises, Be defensive
CONFUSED CUSTOMER:
STRATEGY: Simple language, step-by-step. Break down into simple steps. Avoid jargon.
REPEAT CALLER:
RECOGNIZE: Multiple calls = anxiety or lack of trust. Review full history, provide clear status, set reminder for personal follow-up.