Yesterday, our company's credit card was frozen due to a fraud alert. I had to cancel my afternoon workout and call the bank to fix it.
Because I work closely with sales and service teams—especially in call centers—I always pay attention to how companies handle phone support.
The Wells Fargo rep I spoke to nailed it. After I explained the situation, he said:
“Sir, I can imagine how frustrating it is to have your account frozen. But, you did the right thing by calling because I can help you clear this up right now.”
That’s it. Clear empathy. Affirmation. Authority.
- Empathy: “I can imagine how frustrating this is.”
- Affirmation: “You did the right thing by calling.”
- Authority: “I can help you clear this up right now.”
This wasn’t scripted politeness. It was real. And it worked.
He acknowledged the inconvenience, affirmed my choice to call, and took ownership of the solution. That moment shifted my mindset. A frustrating situation became manageable—not because the problem disappeared instantly, but because someone made me feel like I wasn’t on my own.
And that’s the whole point of customer service and sales: to give people clarity and confidence when things feel uncertain.
If you're in sales or service:
- Empathize. Even a short acknowledgment of someone’s situation goes a long way.
- Affirm. Let them know they made the right move by reaching out.
- Own the solution. Speak with confidence. Show them you’ve got it from here.
One well-delivered sentence can shift an entire experience.
