ACKNOWLEDGEMENT STATEMENT SAMPLE

	B	C
1	ACKNOWLEDGEMENT STATEMENT SAMPLE

2	Acknowledge customer's feeling	I realize how this must be frustrating for you
3		I can see why you're upset about this
4		It sounds like this has been a really challenging situation for you
5		I can see your point on that
6		I'm sorry to hear that you're feeling this way
7		Thank you for sharing that with me
8		I'd feel the same way in your shoes
9	Delivering Bad News	Regrettably, it is not possible for us to fulfill your request in this instance because__________.
10		I know this is not what you want to hear, but we cannot provide the solution you want.
11		I understand that this is not the outcome you were hoping for, and I'm sorry for any inconvenience it may cause.
12		While I wish we could do more, we cannot accommodate your request.
13		I'm sorry to inform you that we cannot provide the assistance you're seeking.
14	Customer is Cussing or Being Inappropriate	I'm sorry. I can't help while listening to that language. If it stops, I can help.
15		I'm trying to help you, but the language is getting in the way.
16		If a few minutes help yu calm down before continuing, that will be fine. You can certaintly call us back.
17		I'm trying to help you, but if you continue to yell (or swear/interrupt me), I will ask you to call back again.
18		I understand you're upset, but I kindly ask that you refrain from using inappropriate language during our conversation.
19		I am happy to help you, but I ask that you respectfully speak to me.
20	Looking for a manager/supervisor	I understand you want to speak to my manager. Can you please give me the chance to help you?
21		You got the right person to assist. May I know what's your concern?
22		I understand that you're requesting for my manager/supervisor. I am confident with my ability to assist you. Do you mind if I try to help you first?
23	Optioning	Here's what we/I can do for you
24		We have a few options available to meet your needs.
25		I'd like to present some potential solutions for your consideration.
26	To End Circular Conversation	We realize this is frustrating for you.
27		We won't be able to
28		I respect your opinion.
29		To prevent this from happening in the future, I'd like to….
30		To prevent this from happening in the future, I strongly recommend…..
31		I agree _______. Regrettably that's not possible because________.
32	"I'm sorry" Without admitting fault.	I'm sorry you have to make this call today, yet I'm glad I was able to help
33		I'm sorry you have to make this call today, yet I'm glad to assist you with _____________.
34		I'm sorry we didn’t deliver the level of service you expected and deserve
35	Managing expectations	I will do everything that I can to help you, but finding a resolution may take some time.
36		Please understand that there may be limitations to what I can do regarding this situation.
37		While I cannot promise a specific outcome, I assure you I will do my best to help you.
38		I appreciate your patience as we work together to find a solution.
39	Denying a request based on policy	I'm sorry for any inconvenience this may cause you.
40	Denying a request based on policy	We realize this isn't what you wanted to hear but we may have options for you.
41	Showing Empathy to Unhappy Customer	I want to get to the bottom of this as much as you do
42		I can see your point on that
43		You deserved a lot better from us and we let you down
44		I know you're anxious to see this completed.
45		I know this isn't the same thing as having a perfect ____________ but I hope it shows you how sorry we are.
46		I'm sorry you have to call multiple times about the same issue. My goal is to get this resolved.
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