What you’ll find in this cheatsheet for customer support
This cheatsheet gives CX reps the exact words to use when a customer is angry, repeating themselves for the fourth time, or asking for something you can’t deliver. You get 100+ phrases organized by scenario, 4 full mini-scripts, and a side-by-side guide showing which common phrases escalate calls and what to say instead. Each phrase includes a short note on how to deliver it, so you know which word to stress and when to stop talking.
Most customer service training tells reps to “show empathy” and “stay calm.” That advice is useless at 2pm on a Tuesday when someone is yelling about a duplicate charge. This cheatsheet is built differently. It gives you the actual sentences to say, organized by the situation you’re in right now.
Who is this guide for?
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