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🤯 Asking for something impossible: Examples

We have taken some exsamples and sorted them out according to our rules given in the previous post.

Some of them help solving client's problems: to understand why the client asks for impossible, to explain the refuse and to give an alternative. The other part explaining how not to change a decision, and how to end the conversation if it starts to go by cycles. Stay tuned for the Part 2!

How to deal with clients' negative emotions:

Hear them out and let them vent.
Take it slow and don’t try to reply to every client’s message, especially if they keep flooding the chat. Allow them to fully express their frustration while you search for a solution!

Apologize if the company is responsible.
Support should apologize if the product is to blame. If the client has wasted their time because of the company, offer an apology. However, do not apologize if the company is not guilty.

Don’t shut the client up with a promo-code.
Your main priority is to genuinely help, not simply to get clients to stop yelling at you. Remember that by offering a promo-code, you are only buying the client's patience but not solving their problem.

Solve the problem.
It’s the best you can do—and the faster the better.

Offer an alternative solution.
If you can’t provide a refund, offer cashback. If you can’t deliver to a certain address, ask for the address of a client’s relative. Figure something out!

Make sure that everything is okay.
Have you sent your client to cut a lot of red tape? Ask them how it went. Demonstrate to them that you are worried and genuinely care about them.

Hug: Give a bonus.
Have you solved the problem? Now, if the company is at fault, give the client a promo-code, a discount, or a bonus to compensate for their inconvenience and wasted time.