Setting Boundaries
“That’s our policy.”
“What is, ‘I understand that might be frustrating. Let me explain why we have that in place, and what we can do to help you’?”
“Calm down.”
“What is, ‘I hear how upset you are, and I want to help fix this for you’?”
“Hold please.”
“What is, ‘Would it be alright if I placed you on a brief hold while I look into this for you’?”
“That’s not available.”
What is, “That option isn’t currently available, but I have a few others we can explore together”?
“Is there anything else?”
“What is, ‘Was there anything else I could help you with today to make things easier’?”
“I can’t do that.”
“What is, ‘I wish I could offer that option. Here’s what I can do for you right now’?”
"I don't know"
“That’s a great question. Let me find out for you so we can get this resolved.”
“I’m putting you on hold.”
What is, “I’m going to do some checking behind the scenes to get you the best answer — I’ll be back in just a moment”?
“We can’t refund that.”
“What is, ‘I looked into your request, and while a refund isn’t an option, here’s an alternative I think you’ll find helpful’?”
“Thanks for calling.”
What is, “Thank you so much for reaching out today. I’m really glad I could help”?
“You’ll have to...”
What is, “What I can do is help you with the next step — let’s go through it together”?
“There’s nothing I can do.”
“What is, ‘Let me take another look to see what options might be available’?”
“You need to wait.”
What is, “Thanks for your patience — I want to make sure I get the right answer for you”?
“That’s not our problem.”
What is, “Let’s see how we can assist you with this — even if it’s not directly under our control”?
“That’s it.”
What is, “It’s been great assisting you today — don’t hesitate to reach out again”?
“No exceptions.”
What is, “While we have to stay consistent, I’d like to explore any flexibility we might have”?
“You’re overreacting.”
What is, “I can tell this really matters to you — let’s work through it together”?
(No explanation, just silence)
What is, “I’ll be right here if you need me — I’m just taking a moment to find the info you need”?
“You missed the deadline.”
What is, “I understand the deadline has passed — here’s what I can still do to help”?
“Okay, bye.”
What is, “It’s been great assisting you today — don’t hesitate to reach out again”?
“That’s not my job.”
What is, “Let me connect you with the right person who can help, or I can look into it for you”?
“That’s not my fault.”
What is, “I’m sorry this happened. Let’s figure out how we can make it right”?
“I don’t have time for this now.”
”What is, “I want to give this the attention it deserves — can I call you back shortly with a solution?”
“There’s nothing we can do.
What is, “While that option isn’t possible, here’s how we can move forward together”?
“We’re done here.”
What is, “If you think of any questions later, we’re always here to help — have a wonderful day”?