Customer Support Call

Suggested prompts & ~30s scripts

• →Acknowledge the frustration first.

  I can hear how frustrating this has been, and I’m sorry you’ve had to repeat yourself. Nobody should spend this much time on a billing issue. Thank you for explaining what happened and how it affected your team. I’m going to treat this as a priority and stay with you until we have a clear fix and a clear timeline.

• →Explain what you will do to fix it.

  Here’s exactly what I’ll do. First, I’ll reverse the incorrect charge today and confirm by email. Second, I’ll lock the correct plan on your account so it can’t recur. Third, I’ll add a courtesy credit for the inconvenience. You’ll get a written summary before we hang up so nothing is left ambiguous.

• →Confirm resolution and thank them.

  You’re all set: charge reversed, plan corrected, credit applied, and summary email on the way. If anything looks off in the next twenty-four hours, reply to that email and I’ll personally pick it up. Thank you for your patience—we appreciate your business and we’re here to make this right.

Success criteria

• ✓Empathy
• ✓Clear process
• ✓Calm close

Personalized coaching focus