"I have had a bad experience with you before": how to respond
This is a hard conversation, and also an honest one. The client is telling you where trust broke. Listen first, do not defend, and promise only what you can actually do.
This guide describes general principles based on EU rules (GDPR, the ePrivacy Directive and the Insurance Distribution Directive). National law differs between countries, so check the rules in your country and your client's country. Your firm's own procedures and the rules that apply to you decide what is required; the guide is general information, not legal advice.
Why clients say this
People remember a bad experience far longer than a good one, and they bring it up when given the chance.
- A promise was not kept, or a problem was not resolved.
- The client felt rushed, ignored or poorly informed.
- A claim or a request took longer than expected.
- The client wants to know that someone will take it seriously now.
How to approach it
Your first job is to hear it, not to repair it. Fixing a past event is rarely possible on one call, but being heard often matters most.
- Let the client tell the whole story without interruption.
- Acknowledge how it felt and, where it is appropriate, apologise for the experience.
- Do not explain it away, and do not blame colleagues or the client.
- Promise only what you can do, and pass a complaint on through the proper channel.
Three example responses
These are starting points, not scripts. Put them in your own words and fit them to what the client has actually told you.
Listen and acknowledge
- Example response
- "I am sorry that happened, thank you for telling me. Would you take me through what went wrong? I would like to understand it properly."
- Why it works
- Being heard reduces anger, and the story shows what the client expects next time.
Be honest about what you can do
- Example response
- "I cannot change what happened, but I can make sure your complaint reaches the right person, and I will tell you what I find out. I will not promise anything I cannot deliver."
- Why it works
- A small, real commitment is more credible than a big promise.
Let the client decide
- Example response
- "If you would rather not continue, I understand. If you would like to give us another chance, you set the pace, and I will not push."
- Why it works
- Returning control to the client rebuilds a little trust.
Mistakes to avoid
Defending the company is the quickest way to make a bad experience worse.
- Saying that this is not usually how things go.
- Blaming a colleague, a department or the client.
- Promising compensation, outcomes or changes you cannot arrange.
- Moving quickly to the offer without addressing the problem.
- Ignoring a complaint rather than passing it on.
How to practise it
Staying open when you hear criticism takes practice, and saying it aloud helps most.
- Set up a short call in which the AI client raises this objection ("I have had a bad experience with you before").
- Answer out loud, not in your head. The first spoken attempt shows where you hesitate.
- Replay the call and mark the moment you started to defend yourself. Try that moment again with a question instead.
- Repeat with two different client moods, for example friendly and sceptical, until the response sounds like you.
Frequently asked questions
Should I apologise?
Where it is appropriate, yes, for the experience the client describes. Do it sincerely, without assigning blame.
What if I do not know what happened?
Say so honestly, ask the client to describe it and promise only to pass it on and to report back.
Can I offer compensation?
Only if it is within your authority and company rules. Never promise something you cannot arrange.
What if the client does not want to continue?
Accept it respectfully and, with their consent, record the complaint through the proper channel.
How can I practise this?
Run a short voice call with an AI client who had a bad experience, answer out loud and replay it. The practice is for your own training, not for evaluating employees.
Practise this objection out loud
Try it with a voice AI client and replay your own call afterwards. The Free plan includes 3 voice calls a month of up to 5 minutes each; a pilot is available for teams. DIRI AI is for training and coaching, not for evaluating or ranking employees.