These call transcripts will show you the difference between passive and assertive customer service. If you need the video format, proceed to this video.
Passive Customer Service (1)
Scenario: An agent dishing out free credits after just a slight sign of irritation from a customer when the policy recommends only giving exceptions as a last resort.
Agent: So for the full exterior cleaning of your property, including the driveway, windows, and gutters, the total comes to $1500. That covers all labor, equipment, and cleaning supplies.
Customer: Yikes! Okay, that’s… that’s a bit more than I was expecting! My wallet’s crying already! Hahaha.
Agent (hesitant, weakly explaining): Ah… yeah, that’s the standard rate for this kind of service, since it includes the full property, the equipment we bring, and… you know, the team’s labor.
Customer: Haha, oh I get it! I just wasn’t ready for my bank account to see that number! Hahaha!
Agent: I understand. (chuckles uncomfortably) Well, I’ll just send you the invoice to your email. I have here—
Customer: Haha, but seriously, I know you guys do such a great job! I gotta tell you, my gutters have never looked this clean before. Of course, my poor wallet’s just over here crying! Hahaha. But it’s okay!
Agent : Oh… uh… yeah… well… that’s… um… that’s the standard rate, but you know, I could give you a 20% worth of credits as an exception.
Customer: Really? You’d do that for me?
Agent: Yes. As a one time exception. I’ll just add the credits to your account.
Customer: Oh! That’d be perfect! Thank you so much!
Assessment
- Did the agent deliver information with confidence and clarity? The information was delivered clearly enough but it could use a more confident and decisive tone.
- Did the agent balance empathy with firmness? No problem with empathy. But for firmness, it should’ve been firm enough to stand by the standard pricing.
- Did the agent lead the conversation instead of reacting to it? Not so much. Leading the conversation here would be confidently announcing the invoice without issuing an unnecessary discount, plus confidently explaining why the pricing is the way it is.
Assertive Customer Service (1)
Agent: So for the full exterior cleaning of your property, including the driveway, windows, and gutters, the total comes to $1500. That covers all labor, equipment, and cleaning supplies.
Customer: Yikes… okay, that’s… that’s a bit more than I was expecting! My wallet’s crying already! Hahaha.
Agent: Ashely, it might sound like a workout for your wallet, but trust me, we pack a lot into that rate — equipment, the crew, a full top-to-bottom cleaning, you’re getting the deluxe treatment. When you see the shine, you’ll know it’s totally worth it. I can tell you that much.
Customer: Haha, oh I get it… I just wasn’t ready for my bank account to see that number! Hahaha!
Agent: Oh, I hear you! But the good news is, that number means we handle everything start to finish. You won’t have to lift a finger.
Customer: Haha, but seriously, I know you guys do such a great job! I gotta tell you, my gutters have never looked this clean. Of course, my poor wallet’s just over here crying! Hahaha. But it’s okay!
Agent : Haha, I’ll take that as a compliment — thank you! I’ll make sure to pass that on to the team and I’ll send the invoice over to your email in just a bit.
Customer (laughing, still friendly): Alrighty, then! Thanks Candace! Have a great day!
Assessment
- Did the agent deliver information with confidence and clarity? Absolutely. The pricing was communicated with confidence.
- Did the agent balance empathy with firmness? Absolutely, the agent wasn’t harsh nor rude in communicating the pricing, but rather matched the customer’s playful tone.
- Did the agent lead the conversation instead of reacting to it? Absolutely, the agent confidently explained the pricing instead of being affronted by the customer’s initial disappointment.
Passive Customer Service (2)
Scenario: An irritated customer dominates the conversation, firing off rapid questions and constantly cutting off the agent— made easier by the agent’s overly apologetic demeanor.
Customer: I just don’t understand how you can’t deliver within 24 hours! Amazon does it! Walmart does it! Home Depot does it! You’re probably the only store in the 21st century still shipping like it’s the Stone Age!
Agent: I’m so sorry about that. It’s just that, um, our process works a little differently from Amazon or Walmart. We often don’t keep everything in stock. So when you place an order—
Customer: Then why even say it’s available if you don’t have it? That makes no sense!
Agent: Right, yes, I totally understand how that might sound confusing. So, um, basically, the way it works is that our items aren’t, like, physically in our warehouse yet — well, some of them are, but for the majority, once you place an order, that’s when we actually reach out to our suppliers who then process the item on their end before it’s sent to our fulfillment center. And from there, it gets prepped for final shipment to you. That whole process usually takes about a week, give or take, which is why it might look like a delay, but really it’s just part of how we keep the prices low for, you know, authentic designer products compared to—
Customer: Oh my god! Enough word salad! So basically, you wait until after I pay before even getting the item?
Agent: Yes, Ashley, that’s correct. I’m so sorry for this inconvenience. But no worries—
Customer: Unbelievable! You should make that clearer on your website!
Agent: I’m so sorry about that. On the item page, it’s usually indicated if an item is a preorder or in stock. But you’re absolutely right. I’ll make sure to share that feedback with our team. And we will send you an update once your supplier confirms the shipment.
Customer: Yeah, sure. Let’s hope it actually happens this week.
Agent: I’ll keep an eye on it personally. And again, I’m so sorry for the inconvenience. Thank you so much for your patience, Ashley.
Customer: Yeah, whatever. (Hang up sound effect).
Assessment
- Did the agent deliver information with confidence and clarity? Not so much. The explanation about the process is too convoluted. A more concise explanation would better serve the clarity.
- Did the agent balance empathy with firmness? No, the agent apologized 4 times when that number should’ve been zero; it wasn’t the company’s fault.
- Did the agent lead the conversation instead of reacting to it? The agent let the customer’s mood take control of the conversation by
Assertive Customer Service (2)
Customer: I just don’t understand how you can’t deliver within 24 hours! Amazon does it! Walmart does it! Home Depot does it! You’re probably the only store in the 21st century still shipping like it’s the Stone Age!
Agent: Yes, Ashley, Amazon’s delivery speed is just impressive — that’s something we can’t compete with. What we do offer, though, as you’ve probably already noticed, is thousands of dollars in savings. And this is because of our preorder-based model. We’re able to skip the high storage cost, so you get genuine designer pieces without the luxury markup.
Customer: Okay, fair enough. But why even say it’s available if you don’t have it? That makes no sense!
Agent: Okay, it’s usually indicated in the item page whether an item is a preorder or in stock. I am seeing here that it’s a preorder. May I know where it says “Available”? Is it on the item page?
Customer: Yes! It said “available”. Wait, let me check it online because I literally saw “available” just seconds ago. So of course, I expected a next day delivery!
Agent: Okay, sure, take your time. I’ll also check it here…
Customer: Okay, I’m on my order page, clicking the handbag, and here it is, it says … .Oh! “Available for shipment within 7 days from purchase!”
Agent: Yes, that means it’s a preorder item.
Customer: That is really not clear, you guys! Why can’t you just say “pre-order”? It’s kind of confusing, isn’t it, when you say “available”?
Agent: I see what you mean. I think adding “Preorder” before “available” would make the description clearer there. I’ll definitely pass this along to the management.
Customer: So I guess there’s no way you can expedite my shipment then?
Agent: Ashley, I would if I could, but currently, the supplier is still fulfilling your gorgeous Givenchy handbag. We unfortunately can’t rush it, but rest assured, it’s going to arrive at your doorstep — authentic, brand new, and in pristine condition. That much I can promise you.
Assessment
- Did the agent deliver information with confidence and clarity? Absolutely. Also, instead of just taking the customer’s statement as face value, the agent probed to confirm if the company was truly at fault.
- Did the agent balance empathy with firmness? Absolutely.
- Did the agent lead the conversation instead of reacting to it? Yes, instead of unnecessarily apologizing like the first rep did, the agent investigated the cause of the confusion and corrected the customer’s expectation accordingly.
