Amanda - Managing difficult users by https://padlet.com/astramentore/ojcqu6fu5cr3xysm Post anything anywhere en-us 2025-06-25 09:55:00 UTC 2025-06-26 08:35:59 UTC hello@padlet.com Be attentive from the very beginning astramentore https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3501698771

  • read the info about a user's request in the chatbot to see what words, phrases, emotions are there to address accordingly

  • ask warm-up questions about user's day/mood to understand their emotional state and attitude

    • ]]>     2025-06-25 10:15:31 UTC https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3501698771     Show empathy first astramentore https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3501701997 If you notice user's negative emotions, frustration, confusion, show empathy first before going to check the issue and check how they react.


    "Thank you for sharing the details about the issue with frozen payouts. I totally understand it's essential to solve the issue asap so you could get your money"

    ]]>     2025-06-25 10:21:07 UTC https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3501701997     astramentore https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3501708129 2025-06-25 10:27:06 UTC https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3501708129 Issue Acknowledgment + Roadmap astramentore https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3501713818 In case a user accepts empathy from you, move on to gathering the details about the issue and troubleshooting


    "I understand that there are Banks Details verification issues. Please allow me 3-5 min to open your account and check the details on our end"

    ]]>     2025-06-25 10:35:39 UTC https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3501713818     The more info - the better astramentore https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3501716092 In case a user is impatient / manipulative / angry, try to stay calm and explain every detail to them about what you're doing


    "Your patience is highly appreciated in this case, Tom. I understand that the process takes longer than expected, however I need all the info and time to troubleshoot the issue correctly and move us closer to the issue solution so you have your account verified"


    "Thank you for sharing the details and for your cooperation. This'll help me to check the information accurately and share with you correct instructions for the issue solution"

    ]]>     2025-06-25 10:39:42 UTC https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3501716092     Responsiveness / Holds astramentore https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3501718994

  • Always stay responsive no matter what

  • Mention time frame of the hold

  • Share your findings/observations as it helps to keep the user more patient


    • "Please be advised that I've reviewed the documents uploaded and noticed that the Bank doc is correct. Please allow me 5 more min to check Company details"


    "Please note that I'm keeping an eye on our chat in case you have any other question or want to add additional details for the issue investigation"

    ]]>     2025-06-25 10:44:20 UTC https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3501718994     Speak user's words astramentore https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3501734814 Use the info users share with you, bring them back what they say and want when it comes to the issue solution, goals achievement, etc.


    "You mentioned that it's the third time when you're asked to verify your account and that this feels confusing. Let me explain why this happens and how the verification process works to make it clear and easy to manage in the future"

    ]]>     2025-06-25 11:09:13 UTC https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3501734814     Active Listening throughout the chat/call astramentore https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3501735975 Pay attention to what user says and shares and address it, remember important details, so they feel heard and valued

    ]]>     2025-06-25 11:10:53 UTC https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3501735975     Challenging users astramentore https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3501736552 2025-06-25 11:11:48 UTC https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3501736552 Phrases to handle difficult conversation can be located on our Bank of chats site here: astramentore https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3501736967 https://www.bankofchatss.com/handlingdifficultconversations

    ]]>     2025-06-25 11:12:17 UTC https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3501736967     Angry (Rude) astramentore https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3501737275 Characteristics:

    1. act like experts owed them courtesy 

    2. right from the start, they usually have impolite tone

    3. demand unreasonable things  

    ]]>     2025-06-25 11:12:54 UTC https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3501737275     Manipulative astramentore https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3501737332 Characteristics:

    1. often respond vaguely

    2. make veiled threats or openly resort to blackmail

    3. do not clearly communicate their requests and needs 

    4. make experts believe that they have immediately respond to user's requests and questions 

    5. make false statements to discover the truth

    ]]>     2025-06-25 11:12:59 UTC https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3501737332     Abusive astramentore https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3501737402 Characteristics:

    1. blame and make the expert believe they are responsible for the abusive behavior 

    2. use of criticism, which involves harsh and persistent remarks that are meant to make the expert feel bad about themselves and are not constructive but deliberate and hurtful 

    3. use of abusive, derogatory language, or insults that chip away at the target’s self-esteem, sense of self-worth, and self-concept

    4. make threats, which involves statements meant to frighten, control, and manipulate the expert into compliance.

    ]]>     2025-06-25 11:13:08 UTC https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3501737402     Empathy phrases astramentore https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3501739647 2025-06-25 11:16:36 UTC https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3501739647 The issue is with ID verification, you advised the user to upload the doc again making sure all corners are visible and it's not blurry but it didn't help astramentore https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3501740271 2025-06-25 11:17:40 UTC https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3501740271 You're a 3rd person this user is chatting with, the user is impatient and wants the issue to be solved asap. They don't see PayPal at checkout astramentore https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3501740566 2025-06-25 11:18:13 UTC https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3501740566 Payouts are frozen, user's account is suspended astramentore https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3501741449 2025-06-25 11:19:51 UTC https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3501741449 astramentore https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3501744328 2025-06-25 11:24:55 UTC https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3501744328 Activity astramentore https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3501745282 Define the user type below and reply to their message

    ]]>     2025-06-25 11:26:33 UTC https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3501745282     Chatbot note: i don't sell prohibited items, what's wrong with you??? astramentore https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3501750275 2025-06-25 11:33:33 UTC https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3501750275 Abusive https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3502883596 “I completely understand how frustrating this situation must be, and I truly empathize with how you're feeling. I kindly want to remind you that our Terms of Use prohibit the use of abusive language on our channels. I'm here to help you resolve this issue, and I’d appreciate it if we could continue the conversation respectfully so we can work through it together.”

    ]]>     2025-06-26 08:31:08 UTC https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3502883596     Manipulative https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3502883804 “I can see you're going through a really tough time right now, and I want you to know that I’m here for you as best as I can. Let me take a closer look and see what I can do to help you.”

    ]]>     2025-06-26 08:31:25 UTC https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3502883804     Agry/Rude - Manipulative https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3502884077 “Your patience is highly appreciated in this case. I understand that the process takes longer than expected, however I need all the information and time to troubleshoot the issue correctly and mode us closer to the solution so you have your account verified”

    ]]>     2025-06-26 08:31:53 UTC https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3502884077     Manipulative https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3502884212 “Hi, yes I am still here. I am sincerely trying my best to assist you at the moment, but I just need a bit of time to find the best solution for you. I appreciate your patience and cooperation in this case. I’ll get back to you asap”

    ]]>     2025-06-26 08:32:10 UTC https://padlet.com/astramentore/ojcqu6fu5cr3xysm/wish/3502884212