Negative Situations turned to positive situations!

The English Student’s Guide to Turning a Negative Customer Service Situation Into a Positive One

Customer service can be a challenging experience, especially when you’re trying to communicate in a language that isn’t your native one. It can be intimidating to try and handle a negative customer service situation as an English student. But it doesn’t have to be!

With the right preparation and understanding, you can use your English skills to turn any negative customer service situation into a positive one. In this blog post, we’ll explore how you can use your English skills to diffuse a negative situation and create a positive outcome.

Check this out for useful customer service phrases! 

Keep Your Cool

When faced with a negative customer service situation, it is important to remain calm and collected. Try not to take the situation personally, and resist any urge to become defensive or argumentative. If the customer is shouting or becoming irate, take a few deep breaths and stay composed. Speak slowly and confidently, and be sure to give the customer your full attention. Doing this will help diffuse the situation and can prevent it from escalating further. Showing a sense of understanding and empathy is also key, as it will make the customer feel heard and respected.

Check this 29 customer services phrases by 


Smiling during a customer service situation may seem counterintuitive, but it can actually be very helpful. Smiling shows the customer that you are sympathetic and that you care about their concerns. It also helps to diffuse any tension that may be present in the interaction. Make sure to practice your best customer service smile in order to maximize its positive effect.

Smiling also sends the message that you are listening and understanding what the customer is saying. This will make them feel heard and appreciated, which can go a long way in turning a negative situation into a positive one. Don’t forget to keep your smile genuine and warm in order to demonstrate that you really care about the customer’s experience.

Avoid these phrases! 

Repeat the Customer’s Concern

When a customer is upset, it is important to make sure they feel heard and understood. One of the best ways to do this is to repeat the customer’s concern back to them. This ensures that the customer knows you are listening to them and that you understand their point of view.

When repeating the customer’s concern, try to use the same language that they used. This will help show them that you are actively listening and trying to empathize with their situation. It can also help to ensure that everyone is on the same page when it comes to discussing the issue at hand.

If the customer has not clearly articulated their problem, try to gently probe for more information so that you can repeat the customer’s concern in an accurate way. By doing this, you show the customer that you care about understanding the situation fully and that you are willing to help them find a resolution.

Overall, repeating the customer’s concern helps create a more positive customer service experience by making sure both parties have a clear understanding of the problem and by letting the customer know that they are being heard.

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Thank the Customer

No matter what the situation, showing gratitude to a customer for bringing their concern to your attention is a great way to turn a negative customer service situation into a positive one. Thank the customer for bringing their concern to you and expressing it in a polite manner. Even if the customer has used strong language, thanking them for expressing their feelings calmly can help to diffuse the situation. This will show them that you appreciate their opinion and that you value their time and input.

Additionally, if the customer feels that they are being acknowledged and appreciated, they will be more likely to remain calm and listen to you. Letting the customer know that you understand and respect their concerns is key to calming them down and diffusing the situation.


When dealing with a negative customer service situation, apologizing can go a long way towards making the customer feel better and building goodwill. An apology should be sincere, genuine, and sincere to make sure it has the desired effect.

When apologizing, try to avoid phrases like “I’m sorry if you were offended” or “I apologize for any inconvenience.” These phrases come off as insincere and can make the customer feel like you are not truly sorry for what happened. Instead, use phrases like “I’m sorry we weren’t able to meet your expectations” or “I apologize for any mistakes we made.”

When apologizing, you should also take responsibility for the mistake and acknowledge the customer’s feelings. For example, you could say something like “I understand why you’re upset, and I apologize for any mistakes we made. We are committed to providing you with excellent service, and I am sorry that we weren’t able to do so this time.”

Remember, an apology should be followed up with action in order to make it effective. After apologizing, make sure to offer a solution to the customer’s problem or some form of compensation. This will show the customer that you are taking the situation seriously and will help to restore their trust in your business.

Take Action

Once you have taken the time to listen and understand the customer’s concern, it is time to take action. This is your opportunity to show the customer that you are taking their problem seriously and will do whatever it takes to fix the issue. It is important to remain calm and confident in your ability to solve the problem.

First, make sure that you have a clear understanding of what needs to be done in order to resolve the issue. You should also offer the customer options for resolving the problem, as this allows them to feel more in control of the situation.

Then, ensure that you are able to follow through on your promises. If you cannot personally address the issue, then make sure that you provide the customer with contact details for someone who can. Offer the customer an estimated timeline for resolution and make sure that you keep them updated throughout the process.

It is also important to offer the customer something in return for their patience. This could be a discount, a freebie, or any other form of compensation. Even if it is something small, it can still go a long way in showing the customer that you are taking their complaint seriously.

Lastly, never forget to thank the customer for bringing the issue to your attention. Let them know how much you appreciate them and their feedback. This will go a long way in helping to build a positive rapport with the customer and can help to turn a negative experience into a positive one.

Follow Up

One of the most important steps in turning a negative customer service situation into a positive one is to follow up. After you have apologized, taken action and done everything you can to resolve the customer’s concern, make sure that you follow up with them afterwards. This can be done via email, phone, or even in person. Make sure to ask the customer if their issue has been resolved, and make sure to thank them for their patience and understanding. If the customer has any further concerns, be sure to address them promptly.

It’s also a good idea to send a personalized note afterwards thanking the customer for their loyalty and support. Doing this shows the customer that you appreciate their business and are willing to go the extra mile to ensure their satisfaction. By taking the initiative to follow up with your customer, it can help turn an uncomfortable situation into a positive one.

Learn Laugh Speak Can Help! 

At Learn Laugh Speak, we understand that having the right skills to effectively handle difficult customer service scenarios is paramount. That is why we provide personalized courses tailored to each student’s specific level, so they can be sure they receive the best training to help them succeed.
Through our custom journey program, students will be given tests to gauge their abilities and knowledge, then placed into courses that best suit their needs.
We also offer resources like online courses, practice tests, and one-on-one coaching to ensure our students are wellprepared for any customer service situation. With the help of Learn Laugh Speak, you can trust that you are getting all the tools and knowledge you need to master the art of customer service!

One thought on “The English Student’s Guide to Turning a Negative Customer Service Situation Into a Positive One

  1. Pingback: Turning a Negative into a Positive: The Art of Delivering Bad News

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