Customer Service Principles

Here are the key customer service principles to be applied to refund or subscription cancellation calls (and virtually any customer interaction):

1. Empathy

Show genuine concern for the customer’s issue and situation. Listen actively to how it’s affecting them and convey that you understand their perspective.

2. Active Listening

Give customers the space to fully explain their concerns without interruption. Summarize or paraphrase to confirm you understand their issue correctly.

3. Clarity in Communication

Use simple, concise language. Avoid jargon or unclear terminology. Ensure the customer knows exactly what steps you are taking and why.

4. Ownership and Accountability

Take responsibility for finding a resolution. Even if you can’t fix the issue alone, assure the customer you will handle the handoff and follow-up needed.

5. Efficiency and Timeliness

Respect the customer’s time. Address their concerns promptly and keep them informed of progress or next steps.

6. Professionalism

Maintain a calm, polite, and consistent demeanor, even if the customer is upset. Exhibit patience and show respect at all times.

7. Knowledge and Resourcefulness

Be well-trained on the company’s products, services, and policies. If you don’t know the answer, communicate that you’ll find out promptly and get back to them with accurate information.

8. Transparency

Share relevant details about fees, refund timelines, or cancellation policies. Clearly outline what customers can expect and any limitations you must adhere to.

9. Follow-Up and Confirmation

After resolving the issue, confirm with the customer that everything is in order. Let them know how and when they will receive confirmation (e.g., refund email, cancellation notice).

10. Continuous Improvement

Collect feedback after calls. If there are recurring issues, suggest policy improvements or escalate patterns to leadership for long-term fixes.