Take Ownership & Display Willingness to Help
You made a mistake early in the call but caught it before the customer noticed.
What does taking ownership look like in this moment?
You’ve completed everything the customer asked for, and the call is wrapping up.
What’s something you could say to confirm they’re satisfied?
A customer calls about updating their policy after moving to a new city.
What’s a light way to engage them in conversation or build connection?
The member was transferred twice and is already frustrated. The issue isn’t technically your department’s, but you can access the info they need.
How would you show ownership here?
The customer has been quiet or distracted during the call.
How might you check in before ending the call?
You can hear kids or pets in the background.
What could you say to create a friendly moment of connection?
The member says, ‘I’ve called about this three times already.’
What words or tone would help show a sincere desire to assist them now?
You had to deliver news the member didn’t want to hear.
What could you say to ensure they still feel supported?
The customer shares that they’re having a rough day.
How do you acknowledge that and keep the tone supportive?
The customer is upset about a billing error that originated outside your team.
How can you take ownership of the situation without passing blame?
The issue was complex and required a lot of explaining.
What can you ask to confirm the customer feels good about the resolution?
The member sounds hesitant or nervous.
What might you say to help build trust and comfort during the call?
The member’s issue requires coordination with another department.
How do you reassure them that you’ll stay with them through the process?
You’re finishing a call and feel confident you resolved the issue.
What closing question could help confirm that?
The customer asks a question unrelated to your department.
How could you still engage them without brushing it off?