Communicating Effectively with Customers in Tough Times

Have you ever felt your heart race while facing the challenge of delivering bad news to a customer in a live chat? If so, you are in good company. This is one of the most daunting aspects of customer support and can often lead to heightened emotions and escalated situations. But what if I told you there’s a proven, structured approach that can empower you to handle these tricky exchanges with confidence? I’ve created a four-step framework called CARE, specifically designed to help you convey bad news effectively: **C - Clearly Explain the Issue**   **A - Acknowledge the Impact**   **R - Respectfully Listen**   **E - Explain the Next Steps** This method isn’t just about softening the blow; it’s about upholding professionalism, demonstrating empathy, and steering the conversation toward a constructive conclusion. When it comes to explaining the issue, be concise and assertive. Cut out any fluff or unnecessary apologies. Speak with clarity and purpose, while ensuring your tone remains respectful. By acknowledging the impact of the news, you show genuine empathy, which greatly enhances the likelihood of the customer accepting your message. A simple phrase like, “I understand this isn’t the outcome you were hoping for,” can make a world of difference. Engaging in respectful listening—yes, even in written form—builds trust and alleviates frustration. It’s about grasping the intent behind the customer's words and recognizing their concerns. Finally, by explaining the next steps, you guide the conversation toward resolution. Provide alternatives, share useful links, or offer tips that can still add value for the customer. Countless teams have transformed their customer interactions by adopting this approach. One of my clients reported a significant reduction in escalated chats and a remarkable improvement in customer satisfaction scores. Imagine navigating even the toughest conversations with composure, equipped with a reliable technique that leads you forward. It’s not merely about delivering bad news; it’s about doing so in a way that respects both the customer’s feelings and your company’s standards. Delivering bad news is undeniably one of the toughest challenges in live chat. Are you ready to discover more powerful techniques like this to elevate your live chat support skills?

Ever walked into a surprise 9-alarm fire with a customer? The kind where you thought you were walking into a normal check-in… and suddenly you realize:  • They’re extremely upset  • They have multiple product issues stacked up  • They’re already halfway out the door It happens for a lot of reasons:  • You’re new to the account and inheriting someone else’s mess  • Portfolios shift and you discover things are way worse than you thought  • Or, even if you’ve stayed on top of it, product issues snowball into a much bigger crisis The question is: What do you do when you’re blindsided by a firestorm like this? The only play I’ve seen work isn’t damage control. It’s resetting the relationship. Here’s how: 𝟭. 𝗚𝗲𝘁 𝗶𝘁 𝗮𝗹𝗹 𝗼𝘂𝘁 𝗼𝗻 𝘁𝗵𝗲 𝘁𝗮𝗯𝗹𝗲. Open a shared doc or slide, write every issue down in front of them. Don’t flinch if it’s 20 items, keep asking “Anything else?” until they’re empty. 𝟮. 𝗣𝗿𝗶𝗼𝗿𝗶𝘁𝗶𝘇𝗲 𝘄𝗵𝗮𝘁 𝗺𝗮𝘁𝘁𝗲𝗿𝘀 𝗺𝗼𝘀𝘁. Not every issue is critical. Ask which ones actually block their ability to achieve business value. Focus on the 2–3 that will make the biggest impact right now. 𝟯. 𝗦𝗮𝘆 𝘄𝗵𝗮𝘁 𝘆𝗼𝘂’𝗹𝗹 𝗱𝗼. 𝗧𝗵𝗲𝗻 𝗱𝗼 𝘄𝗵𝗮𝘁 𝘆𝗼𝘂 𝘀𝗮𝘆. Outline the next steps, owners, and timing. Follow up the same day to prove the shift has already begun. Always state when your next follow up will be and then meet that due date. Even if your update is that the team is still working on the issue. 𝟰. 𝗦𝗵𝗼𝘄 𝗱𝗶𝘀𝘁𝗶𝗻𝗰𝘁 𝗰𝗵𝗮𝗻𝗴𝗲. The customer must feel a clear difference between the old way of working with you and the new way forward. Consistent delivery builds back trust. When you do this, a customer who came in saying “everything is broken” often walks out realizing there are really just 2–3 solvable issues. And solving those gives you the chance not just to save them for one renewal cycle, but to truly reset the relationship for the long term. Have you ever had to walk into a customer fire like this? What’s worked best for you to turn things around? #customersuccess

Strong communication saved me $500K in ARR. Sounds dramatic? Maybe. But it’s true. A few roles ago, I had to oversee the deprecation of a product used by our smaller customers. We had a new and improved solution ready to go—but with a higher price tag and added complexity that many customers didn’t want (or need). Cue potential churn panic. My job? Prevent a mass exodus. Here’s how strong, proactive communication helped us keep 70% of our customers and over $500K in ARR 👇 The Playbook: ✅ Personalized Emails – No generic “we’re sunsetting this product” nonsense. We crafted targeted, transparent messages explaining the why, the what, and the when—plus clear options. ✅ Webinar with FAQs – We didn’t just announce change; we walked them through it. A live session let customers hear the plan firsthand and get their biggest questions answered. ✅ 1:1 Calls – High-touch for those who needed it. No one felt abandoned in the process. ✅ Migration & Exit Options – We gave customers choices, not ultimatums. Some migrated, some left (on good terms), and we even helped a few transition to alternative solutions. ✅ Consistent Updates – No surprises. Regular check-ins gave customers control over the transition. ✅ Post-Migration Support – Because the customer experience doesn’t stop after the switch. We made sure they were set up for success. The Outcome? 💰 500K ARR saved 🙌 ~70% retention 🤝 Stronger customer trust Here’s the lesson: Communication can be more powerful than the product changes themselves. Customers don’t just need a new tool—they need clarity, support, and a sense of control. SaaS is always changing. Sometimes all you have is communication. Use it wisely. _________________ 📣 If you liked my post, you’ll love my newsletter. Every week I share learnings, advice and strategies from my experience going from CSM to CCO. Join 12k+ subscribers of The Journey and turn insights into action. Sign up on my profile.

You just got assigned a customer. And the first thing you hear? "Oh, yeah… they’re not happy." Maybe the last CSM ignored them. Maybe the AE overpromised and underdelivered. Maybe leadership switched priorities, and now they feel like an afterthought. Doesn’t matter. It’s your problem now. 🤷♂️ The worst thing you can do? Walk in pretending everything is fine. Here are a few ideas for cleaning up a mess: 1. Rip the bandaid off fast. Get a meeting. Acknowledge the rocky history. They don’t want corporate speak. They want to know you get it. Let them vent. The more they talk, the more you learn. Ask: - What’s been the biggest frustration so far? - What’s actually working? - If we could fix one thing today, what would it be? Find a quick win. You’re not solving everything overnight, but if you can check one box early, you start rebuilding trust. 2. Reset the relationship. Frame it like this: “I know things haven’t been ideal. Here’s what’s changing. Here’s what I’m committing to. Here’s how we make this work together.” 3. Keep receipts. Send follow-ups. Document action items. Over-communicate. Taking over a mess isn’t fun, but it’s also an opportunity. A customer who’s been ignored will remember the person who finally listened and made things better. Most people run from the mess. The best CSMs fix it.