The Situation
A customer wants a refund outside policy and is becoming loud in front of other customers.
Why This Conversation Is Difficult
- You need empathy and boundaries
- Other customers are watching
- Policy limits what you can offer
Your Goals
- Keep voice calm
- Explain policy simply
- Offer alternatives
- Set boundaries if behavior escalates
Phrases That Work
"
I want to help within what I’m allowed to do.
"
Here is the policy, and here are the options still available.
"
I can continue this conversation if we keep it respectful.
Common Objections & How to Handle Them
"This is terrible service"
Separate their frustration from the policy boundary
"Make an exception"
Repeat available options without sounding robotic
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