Working in customer service, especially in a live chat environment, you will encounter angry customers. These interactions can be challenging and emotionally draining. However, it's essential to remember that customers' anger does not reflect your worth; instead, it's a signal that something in thei...
No matter how much we wish we could, we can only sometimes resolve every customer's problem. We might not have the answers. Sometimes, we have trouble understanding what the customer wants. Communication can be a barrier. The great news is that we can significantly impact how our customers perceive ...
Good negotiators have mastered the skill of pacing others. They mirror the verbal expression or body language of the person they're talking to, and this pacing helps them create rapport and puts them in the best position to influence the outcome.Â
You can use pacing to influence the outcome of inte...
A Subscriber (actually a few subscribers) asked me, “What do you do when you can’t give the customer what they want?” This video is my first answer to that critical question. I’ll share more tactics for what to say when you can’t give the customer what they want, but this video is enough to get you ...
Is every other customer demanding, “Get me a manager?”
Do you find your customers more intense?
Are your employees burning out or quitting?
It’s not just you. Everyone is seeing this change.
I just read this quote from the New York Times.
“The meanness of the public has forced many ...
When a customer is unhappy, how you respond can distinguish between a minor hiccup and a full-blown escalation. Here are five things you should avoid when dealing with upset customers.
One. Refusing to Admit the Customer’s Perspective
Never tell a customer they are wrong. If you tell a customer th...
I sourced my subscribers for the most pressing de-escalation questions.Â
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For more help with de-escalation, check out my De-escalation Academy.
In the ever-evolving world of customer service, one skill has become increasingly critical: the ability to de-escalate tense situations. As a customer service representative, you're bound to encounter disgruntled or irate customers at some point in your career. De-escalation for customer service...
Redirecting. "Here's what we know. Here's what we've done. Here's what's next."
Validating. "I can see your point on that," or "We want to get to the bottom of this as much as you do."
Explaining why you can't do what they want. "The FDA doesn't allow optometrists to refill expired contact lens pr...
Customer Temper Tantrums Can Look Like This
- Over-talking you
- Demanding to talk to your supervisor
- Cursing you out
- Refusing to listen to you
- Threatening to slam your company on social media
- Name-calling
- Explosive reactions
Here's how you handle the customer who is having a tantrum: 4 Step...
When you can't resolve the customer's issue at the moment, try redirecting with the Feel, Felt, Found Method.
For more help with de-escalating, check out my De-escalation Academy.
When you can't solve the customer's issue immediately, how do you move the conversation forward and to closure?Â
One of the most challenging interactions you'll have with customers is when you can't do what they want - when you must deny a request, say no, or can't give a solution at that moment.Â
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