11 sample scripts for responding to upset customers

The right response to an unhappy customer can sometimes turn a not-so-good experience into a positive one—and in fact, it can even result in a more loyal customer.

If you or your team are struggling with how to respond in a way that de-escalates the situation, consider creating a list of sample scripts for these situations. This can guide your team’s response and can help ensure a consistent conflict-resolution process across your company. Here are a few to get you started—but make them your own!

1. Acknowledge the customer's concern.

"Thank you for bringing this to our attention. I’m sorry that we have not lived up to your expectations, and I'm here to help resolve this issue as quickly as possible."

2. Empathize with the customer.

"I understand how frustrating this situation is! I would feel the same way if I were in your shoes. Let's work together to find a solution."

3. Take responsibility, when appropriate.

"I apologize for the inconvenience you've experienced. I can see that we missed the mark for you. Can you give me some time to look into it and look for some ways to resolve it for you?”

4. Offer immediate assistance.

"I'm here to assist you in any way I can. Could you please provide me with more details so that I can better understand the issue and work towards a solution?"

5. Explain next steps.

"I appreciate your patience. To address this issue, I'll need to gather some information from you. Once I have that, I'll do my best to resolve this promptly."

6. Assure dedication to a resolution.

"I want to assure you that we're dedicated to resolving this matter to your satisfaction. Your feedback is important, and we're committed to learning from this experience so it doesn’t happen again."

7. Suggest a solution.

"Based on the details you've provided, I recommend [suggest a potential solution]. Does that sound like something that would help resolve this issue for you?"

8. Set expectations for timelines.

"I understand your urgency, and I'll do everything I can to expedite the resolution process. Typically, it takes [give an estimated time frame], but I'll aim to get this sorted out as soon as possible."

9. Offer compensation, when appropriate.

"To make up for the inconvenience you've experienced, I'd like to offer [compensation or make-good offer]. Is that something that would help improve your experience?"

10. Thank them for the feedback.

"Thank you for sharing your concerns with us. Your feedback helps us improve our service, and we appreciate your patience as we work through this."

11. Provide an alternate solution when you cannot meet their expectation.

I can see we didn't live up to your expectations and I'm sorry about that. We never like to see a customer disappointed. Regrettably, we're unable to do {what they are asking}, but we could offer you {alternative}.

While it isn’t possible to make every disappointed customer happy, it is always possible to treat them with empathy, kindness, and respect. Bringing a calm energy and a true desire to help will increase your chances of de-escalation—and put you on a path to resolving the issue in a way that is true to your organization’s values.