Handling difficult conversations by https://padlet.com/testmartas1996/a758zstnx8wf6d35 en-us 2022-08-25 13:22:48 UTC 2022-09-08 07:48:47 UTC hello@padlet.com Frustrated user testmartas1996 https://padlet.com/testmartas1996/a758zstnx8wf6d35/wish/2271415431
  • Ignore welcoming message and small talk attempts, cut to the chase
  • Use CapsLock mode in texting and overuse exclamation marks
  • Post straightforward statements meant to express indignation or confusion

    • ]]>     2022-08-25 13:24:17 UTC https://padlet.com/testmartas1996/a758zstnx8wf6d35/wish/2271415431     Manipulative user testmartas1996 https://padlet.com/testmartas1996/a758zstnx8wf6d35/wish/2271416068
  • Use emotional manipulation and play the victim
  • Threaten with legal actions, chargebacks, etc.
  • Try to tush the expert 

    • ]]>     2022-08-25 13:24:51 UTC https://padlet.com/testmartas1996/a758zstnx8wf6d35/wish/2271416068     Rude user testmartas1996 https://padlet.com/testmartas1996/a758zstnx8wf6d35/wish/2271416456
  • Use sarcasm in expressing concerns and mocking
  • Insult the company or experts
  • Curse 

    • ]]>     2022-08-25 13:25:07 UTC https://padlet.com/testmartas1996/a758zstnx8wf6d35/wish/2271416456     Be polite and personal, under any circumstances testmartas1996 https://padlet.com/testmartas1996/a758zstnx8wf6d35/wish/2271417611 Try to calm users down and show you're here to help]]> 2022-08-25 13:26:06 UTC https://padlet.com/testmartas1996/a758zstnx8wf6d35/wish/2271417611 Use mindful and personalized empathy testmartas1996 https://padlet.com/testmartas1996/a758zstnx8wf6d35/wish/2271418613 Behind frustrated users there is always an unpleasant situation]]> 2022-08-25 13:26:57 UTC https://padlet.com/testmartas1996/a758zstnx8wf6d35/wish/2271418613 Find out the reason for user’s dissatisfaction testmartas1996 https://padlet.com/testmartas1996/a758zstnx8wf6d35/wish/2271419510 Gently inquire about the user’s experience to know more what led them to feeling disappointed]]> 2022-08-25 13:27:35 UTC https://padlet.com/testmartas1996/a758zstnx8wf6d35/wish/2271419510 Be proactive testmartas1996 https://padlet.com/testmartas1996/a758zstnx8wf6d35/wish/2271420558 Show your willingness to help and tell the users about possible consequences and options they can undertake

    ]]>     2022-08-25 13:28:21 UTC https://padlet.com/testmartas1996/a758zstnx8wf6d35/wish/2271420558     Avoid negative connotation testmartas1996 https://padlet.com/testmartas1996/a758zstnx8wf6d35/wish/2271422192 Avoid phrasing with negative connotation, stay away from accusation and using negative “you” phrases.


    ]]>     2022-08-25 13:29:29 UTC https://padlet.com/testmartas1996/a758zstnx8wf6d35/wish/2271422192     Add a positive farewell message testmartas1996 https://padlet.com/testmartas1996/a758zstnx8wf6d35/wish/2271423588 Even if the conversation was tough, the chat cannot be closed without a positive closer]]> 2022-08-25 13:30:33 UTC https://padlet.com/testmartas1996/a758zstnx8wf6d35/wish/2271423588 Keep calm, stay resistant to manipulations testmartas1996 https://padlet.com/testmartas1996/a758zstnx8wf6d35/wish/2271425151  Be as transparent as you can and do not make any false promises/claims.
    Show you are here to help and do your best.
    Roadmap on actions.


    ]]>     2022-08-25 13:31:42 UTC https://padlet.com/testmartas1996/a758zstnx8wf6d35/wish/2271425151     Empathy! Empathy! Empathy! testmartas1996 https://padlet.com/testmartas1996/a758zstnx8wf6d35/wish/2271429004 Have a balance of being empathetic but realistic.
    Be personalized with empathy.

    ]]>     2022-08-25 13:34:34 UTC https://padlet.com/testmartas1996/a758zstnx8wf6d35/wish/2271429004     Literally do everything possible testmartas1996 https://padlet.com/testmartas1996/a758zstnx8wf6d35/wish/2271430758 Reach out to the relevant dept/teammates for any other workarounds.
    Do not prolong the interaction longer if you've already exhausted all your options (escalate if relevant)

    ]]>     2022-08-25 13:35:46 UTC https://padlet.com/testmartas1996/a758zstnx8wf6d35/wish/2271430758     Cut the rudeness out and don’t argue back testmartas1996 https://padlet.com/testmartas1996/a758zstnx8wf6d35/wish/2271432019 Do not match users’ energy and by no means be rude and sarcastic. 
    Try to solve issues and let the user know that being rude will not help.


    ]]>     2022-08-25 13:36:38 UTC https://padlet.com/testmartas1996/a758zstnx8wf6d35/wish/2271432019     Act quickly testmartas1996 https://padlet.com/testmartas1996/a758zstnx8wf6d35/wish/2271433203 If you can resolve the issue immediately, then, by all means, do so.
    Check the possibility for exceptions and prevent issues from escalations.


    ]]>     2022-08-25 13:37:25 UTC https://padlet.com/testmartas1996/a758zstnx8wf6d35/wish/2271433203     Take actions if not comfortable to continue the conversation testmartas1996 https://padlet.com/testmartas1996/a758zstnx8wf6d35/wish/2271434918 Warn the user that Wix does not tolerate abusive language as it’s stated in our Terms of Use.
    Don’t hesitate to escalate or end the conversation if they continue to be rude and report to your TL.


    ]]>     2022-08-25 13:38:09 UTC https://padlet.com/testmartas1996/a758zstnx8wf6d35/wish/2271434918