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Phrase Card

Explaining Policies to Customers

$19.00

Ready to print and use across your organization. Instant download after purchase.

All sales are final. Due to the instant-access nature of digital downloads, refunds are not offered. Please review the preview before buying. Issue with your purchase? Contact support@kacompany.us. Refund Policy

Each purchase is licensed to one organization for use in one LMS, with unlimited learners. By buying, you agree to the License Agreement and Terms of Use.

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About this tool

Explain returns, late fees, wait times, deposits and cancellations so customers hear the rule and still feel respected, with ready phrases, written versions and a pocket card.

Who it is for

  • Frontline staff at the counter, on the phone or in chat

  • Shift leads and service leads who handle policy questions every day

  • Small-business owners who set policies and want staff to explain them the same way

  • Clinic, salon and office front desk teams who deal with late arrivals and no-shows

  • Trades and service businesses that take deposits and charge call-out fees

The problem it solves

Policy arguments often start with how the rule is explained: suddenly, without a reason, and with nothing offered. This phrase card gives staff a five-step way to explain any policy, ready phrases for the most common situations, written versions for email, chat and text, a planner to agree your own wording, and a pocket card, so the answer is the same, fair and respectful every time.

What is inside

  • Cover and how to use (page 1; 1 page)

  • Copyright and License (page 2; 1 page)

  • Guide (pages 3 to 4; 2 pages): the five steps for explaining any policy, words that help and hurt, exceptions, and common mistakes

  • Phrases (pages 5 to 8; 4 pages): returns and exchanges, late fees and no-shows, wait times and delays, deposits and cancellations

  • In writing (page 9; 1 page): email, chat and text versions, and how to word a posted policy

  • Different businesses (page 10; 1 page): what changes in retail, clinics, restaurants, trades and offices, and a full conversation from start to finish

  • Policy planner (pages 11 to 12; 2 pages): blank, and filled in for a salon's late cancellation fee

  • Pocket card (page 13; 1 page): a cut-out card with the five steps and key phrases

  • Editable Word version (19 pages): the guide, every phrase table, the written versions, the policy planner and the pocket card, ready to change to your own policies

How to use it

  1. Read the two guide pages.

  2. Find the phrases for your policy and practice them aloud.

  3. Fill in a policy planner for each of your own policies, with your staff.

  4. Cut out the pocket card and keep it at the counter or by the phone.

Formats and file types

  • PDF, 13 pages, US Letter, ready to print

  • Word (.docx), 19 pages, editable

  • Licensed for use within your organization

Frequently asked questions

Will it help me write the policies themselves?

It is built to help you explain policies you already have. The planner and the posted-policy examples also help you reword the policy itself so it sounds fair.

Does it cover email and chat?

Yes. There are email, chat and text versions, plus guidance on wording signs, receipts and booking pages.

Can staff use it on their first day?

Yes. The pocket card gives the five steps and key phrases on one card, and each phrase table shows what to say and what to avoid.

One price, yours to keep. Licensed for use within your organization.