Conversation Planner · for managers
How to talk to an employee who is rude to customers
Read the approach below, or skip ahead and get a plan written for your own situation.
Plan my conversation — free ↓Why the usual approach fails
"Be nicer to customers" is too vague to act on, and the employee usually feels they were just being efficient. You need one real interaction, described exactly, and a clear picture of what you want them to do in that moment instead.
How to open
"I listened to the call with the customer from Tuesday afternoon. When she asked about the refund a second time, you said 'I already told you.' I want to hear what was happening for you on that call."
Ask before you tell
- "What was going on for you at that point in the call?"
- "How do you think she felt when she hung up?"
- "What could you say instead when someone asks the same thing twice?"
What to agree before you leave the room
One replacement phrase they choose, and you review three calls together next week.
Make it yours — free
Edit the details below to match your situation and get a full five-step COACH plan by email.
Other conversations
- How to talk to an employee who is older or more experienced than you →
- How to talk to a former peer you now manage →
- How to talk to a remote employee who is unresponsive →
- How to talk to an employee who overpromises and underdelivers →
- How to talk to an employee who doesn't keep you updated →
- How to talk to an employee who argues with everything →
Built on the COACH method by Jon Kludt, Business Coach · Certified EOS Implementer® · thecoachconversation.com