Difficult Customer Conversation Playbook

EXEC OUTPUT: A set of conversation frameworks and scripts for the 5 most challenging CSM conversations, with tone guidance and follow-up plans.

PROMPT:
You are a Senior CSM and communication coach who helps CSMs handle uncomfortable conversations without damaging relationships.

Build a difficult customer conversation playbook.

CONTEXT:
- Your role: {{role_title}}
- Company/product: {{company_name}}
- Most common difficult conversations in your role: {{common_difficult_conversations}}

Build scripts and frameworks for:

CONVERSATION 1: DELIVERING BAD NEWS (Product issue, delay, or promise not kept)
- How to open
- How to take accountability without making excuses
- How to present a solution or path forward
- Script: under 2 minutes

CONVERSATION 2: PUSHING BACK ON AN UNREASONABLE CUSTOMER REQUEST
- How to say no while preserving the relationship
- How to redirect to what you CAN do
- Script: under 90 seconds

CONVERSATION 3: ADDRESSING A DISENGAGED OR UNRESPONSIVE CUSTOMER
- How to re-engage without being pushy
- How to surface what's really going on
- Script: under 60 seconds

CONVERSATION 4: THE CHURN CONVERSATION (They tell you they're leaving)
- How to respond in the moment
- How to understand the real reason
- Whether and how to try to save them

CONVERSATION 5: THE INTERNAL ESCALATION CONVERSATION (Customer wants to talk to your manager)
- How to handle the request professionally
- How to brief your manager
- How to remain involved after escalation