Customer service roles require delivering information that a customer may find disappointing. While it is common to use “unfortunately” as a preface, this word can signal a dead end and create a negative tone. Instead of shutting down the conversation, there are more practical and positive alternatives for communicating difficult news.
Why You Should Avoid Saying Unfortunately
The word “unfortunately” signals finality, which can shut down the conversation. When a customer hears it, they often brace for disappointment and stop listening for a solution. It frames the interaction around a negative outcome rather than a potential resolution, leaving them with little room to explore other options.
This term can also be perceived as an insincere or scripted response that lacks genuine empathy. It can distance the agent from the problem, making the customer feel their concern is not being taken seriously. It also signals a lack of ownership, implying the situation is out of the agent’s hands.
Focus on What You Can Do
A better approach is to reframe the conversation around what is possible. Instead of starting with a negative, focus on the positive actions that can be taken. This represents a shift from highlighting limitations to presenting solutions, guiding the interaction toward a productive outcome.
This method positions the agent as a problem-solver rather than a bearer of bad news. By immediately pivoting to what they can offer, the agent demonstrates a commitment to helping the customer. This proactive stance keeps the conversation moving forward and provides reassurance to the customer.
Even when their first choice is not available, hearing about alternative possibilities confirms that their issue is being addressed. This approach helps maintain a positive relationship and builds trust. It shows the customer that the company is willing to work with them to find a satisfactory resolution.
Alternatives for Delivering Bad News or Saying No
When you can’t fulfill a request
When a specific request cannot be met, pivot directly to an alternative. Phrases like, “While that specific option isn’t possible, what I can do is…” immediately shift the focus toward a solution. This wording acknowledges the customer’s original request while proactively offering a different path.
Another effective phrase is, “I’ve looked into that for you, and the best way forward is…” This shows the agent has investigated the request and identified a viable course of action. It conveys competence and positions the agent as an ally.
When something is unavailable
If an item is out of stock, provide information and a clear next step. A good option is, “That item is currently out of stock. I can add you to the notification list for when it’s back.” This response offers a helpful action, ensuring the customer does not feel dismissed.
Similarly, you could say, “We don’t currently carry that model, but a similar option with the features you’re looking for is…” This phrase avoids a dead end by suggesting a relevant alternative. It shows the agent has listened to the customer’s needs and is trying to meet them differently.
When there is a delay or issue
In situations involving a delay or an unexpected problem, communication should demonstrate proactivity. A phrase such as, “It looks like there’s a slight delay with your order. I’m actively monitoring it and will provide you with an update by…” takes responsibility and provides a concrete timeline, which can reduce customer anxiety.
Another strong alternative is, “I see the issue. Let’s work together to get this sorted out.” This statement validates the customer’s concern and frames the resolution as a partnership. This collaborative language can diffuse tension and build rapport.
When correcting a customer’s understanding
Correcting a customer requires a delicate approach to avoid making them feel wrong. A gentle way to reframe their understanding is by saying, “That’s a great question. It turns out the policy is actually…” This validates their inquiry before providing the correct information, which helps soften the correction.
Another useful phrase is, “I can see how you would think that. Let me clarify how that works.” This statement expresses empathy and acknowledges the customer’s perspective before gently correcting it. It helps avoid a defensive reaction and maintains a respectful tone.
The Importance of Tone and Empathy
The phrases used to deliver difficult news are only one part of the equation, as tone and delivery are just as significant. A sincere and empathetic tone can make disappointing information more palatable. A calm and confident delivery can also reassure the customer that the situation is under control.
The objective is not to mislead the customer, but to genuinely assist them within the available parameters. Empathy involves understanding the customer’s frustration and responding in a way that acknowledges their feelings. When a customer feels heard and respected, they are more likely to be receptive to alternative solutions.
The combination of carefully chosen words and a compassionate tone creates a more positive customer experience. It helps to preserve the relationship even when the outcome is not what the customer initially hoped for. This approach reinforces that the company values its customers.