De-Escalating Conversations for Customer Service

Successfully defuse intense situations with angry customers. Learn practical approaches for managing a customer's frustration, as well as your own.

Introduction

• Why you've been unsuccessful with angry customers

1. Pre-empt an Escalation

• Three reasons situations escalate and how to stop the cycle
• Positive positioning with customers
• The principle of don't push
• Manage expectations with customers
• Be regretful, but direct with customers

2. Three-Step De-escalation

• Recognize the customer's emotions
• Reframe the conversation
• Resolve the customer's issue

3. Double Your Effectiveness De-escalation

• Listen with the intent to understand
• Use partnering language with customers
• Dealing with your own frustration
• Dealing with demanding customers

4. Common Customer Issues

• When a customer asks for a manager
• When a customer disagrees with your policy
• Yelling or cursing customer
• Customer's request is not possible

Conclusion

• Start, stop, continue exercise