One of the most challenging aspects of customer service is dealing with angry and upset customers. Often, these situations can escalate quickly, leading to negative consequences for both the customer and the company. This article will explore customer service de-escalation techniques to help you sou...
Use Partnering Language to Create Calm and De-escalate Intense Interactions (Especially now, when customers are panicked)Â
When a customer reaches out to you about a problem, they usually don’t think things will be easy. They expect to have to push for what they want.
To customers, it’s t...
A lot of the time, when a customer uses profanity or yells, they're baiting you. They have the upper hand if they can throw you off, ge...
Here's a transparent and great question from one of my subscribers.
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How do I keep calm and maintain the right tone when a caller uses foul language and puts me on the defensive?
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First, it's entirely normal to feel defensive when we're disrespected. I love that you're aw...
What can you do to get an angry customer to listen to you? I have a few tips and tactics for preempting escalations and getting customers to accept your words as final.
I have divided this post into challenging situations you will likely encounter. With my phrases, you can feel confident, talk asse...
As a seasoned professional in any industry, you've likely encountered your fair share of difficult customers. These challenging interactions can overwhelm you, frustrated, and sometimes downright exhausted. However, handling a difficult customer is a crucial skill for success in any customer-facing ...
It can be emotionally draining to deal with challenging customer interactions. I cannot overstate the importance of debriefing and decompressing after a difficult interaction. Here are my suggestions for leaders and frontline employees on how to process and learn from these experiences:
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One of the most challenging aspects of customer service is dealing with upset customers. Customers can become frustrated and even angry if they have received a faulty product, poor service, or misunderstood a company policy. As a customer service representat...
 Contact Center Agents have contacted me twice in the last week for help in reducing Average Handle Time (AHT). I’m listening, and I have an answer. I say “an answer” because I’ll share more solutions in the coming weeks.
You can move customers out of venting, rambling, and storytelling u
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I had an inspiring video meeting with a long-term client I started working with in 2018. My client is now at a new company, and she reached out for de-escalation training. It turns out I’m already working with her new company for de-escalation train-the-trainer.
My client, thrilled that...
People in my workshops ask, “What do I say when a customer threatens suicide?”Â
Customers in distress are stressful for customer support teams.Â
When customers threaten self-harm or harm to others, they’ve taken the interaction outside the boundary of sincere conversation.
Understand ...
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