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Acknowledge their frustration and Clarify from the very beginning

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Acknowledge their frustration and Clarify from the very beginning

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Recognize their frustration and reassure them that you are trying to help.

"I understand how important this is to you, and I want to help correct the situation with your LLC status."

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Show Active Engagement and Clarify Details

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Show Active Engagement and Clarify Details

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Repeat or paraphrase to ensure full understanding:

"So, your LLC status was correctly showing and then it changed back to sole proprietor. Let me look into this and see how we can update it properly.”

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Acknowledge the User’s Knowledge and Concerns Without Challenging

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Acknowledge the User’s Knowledge and Concerns Without Challenging

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Respect their understanding and avoid dismissive language:

“I see that this change is confusing and frustrating. Let’s work together to get it corrected.”

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Apologize for the Inconvenience and Reassure

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Apologize for the Inconvenience and Reassure

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Even if it’s not your fault, showing empathy helps.

“I totally understand the inconvenience this has caused you. Let's cooperate and find the solution together so you can manage correct account type”

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Check the issue on your end before sharing info with a user

"Please allow me 3-5 min to open your account and check what's happening with the Wix Payments account status"

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"I'm going to open a previous conversation with my colleagues to have the full picture of the issue"

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Explain all the details, what's going to happen next, etc.

"I understand that you submitted the form that was sent to you via email. Please note that since now your account is shown as Individual now and you want it to be LLC, I can do "this and that"...

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Restate back what they've shared and continue from that:

"So you mentioned that the account type was changed to LLC, but now it's Individual again, correct?

Please note that I'm unable to change the account type now during the chat/call.

However, what I can do is forward the info about the issue and mention that you submitted the form that was shared with you to the relevant team"