4d (edited) • Breakroom - Chat
The 3-Line Calm Script
When a customer’s heated, you don’t need a monologue—just 3 lines.
Use this any time tension rises (return, stockout, price issue):
- Acknowledge: “I hear you—it’s frustrating when that happens.”
- Clarify: “Let me get this right: you expected X, but got Y. Anything else I should know?”
- Advance: “Here are two options that fix it now: A or B. Which works best?”
Why it works:
- Acknowledges feelings (drops defenses)
- Clarifies facts (prevents rework)
- Offers choices (restores control)
Pro tips:
- Voice: drop your pace 10%
- Body: angle shoulder, not square-on
- Boundary: if abusive: “I want to help, and I can when we keep it respectful.”
Mini-challenge: screenshot this and try it twice today—report your win below 👇
#RetailTips #CustomerService #DeEscalation #RetailTraining #TheRetailBreakroom
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The 3-Line Calm Script
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