In the field of customer service, there are times when customer support staff have to handle dissatisfied customers, it is inevitable, and it is part of the field. Handling irate and upset clients may sound like a difficult task, but there are strategies to successfully handle the concerns faced by these individuals, these are known as de-escalation techniques. These techniques draw on your personal ability to understand people and how they react when facing challenges. In this piece, we will be discussing five different methods and techniques you can use to de-escalate what would be considered a stressful conversation.
Five de-escalation techniques to use as a Customer Service Representative:
1. Practice Active listening:
○ Broad statements like “I sympathize” or “I understand” don’t cut it any longer when addressing someone who is frustrated with the service they are receiving. The first and best technique a customer service representative can practice is active listening. When attending a customer who is embittered, listen carefully and without interruption as they speak and acknowledge their concerns. See where throughout their journey things did not stick and if you are able to redirect them towards a solution. Do this by using validating language though you should never promise to fix the situation at hand, you might not be able to, show genuine interest towards them. The immediate goal is to make the customer feel valued and get them to ease up before defining a plan of action.
2. Be calm and sincere:
○ When customers come to you for support, at times they may express anger and irritability towards you. Understand this isn't a personal jab at you, these individuals have reached a peak in their patience, and sadly they are directing it to you. When managing emotional customers, the key is not being reactive to their frustration, instead, maintaining a placid tone. Act as a calming agent in the conversation, be sincere about what you can and can’t help them with, and most importantly let them know you are doing everything you can from your end to help them out.
3.Breakdown the problem:
○ If the customer has a layered and complex issue at hand, you can de-escalate their frustration by breaking down the problem they are facing. Doing this makes it easier to see which steps are missing to fix the issue at hand. Even if the customers does not shift their tone throughout the breakdown, it will help you to be more efficient on where to target your support process.
4.Offer a realistic resolution:
○ More often than not, dissatisfied customers just want to know what can be done to fix their issue. A good approach is to explain to the customer what you can immediately do for them. Afterwards, discuss which steps will be taken in the next 24 hours if their issue were to require the attention of any higher ranking staff or specialist of the company.
5. Thank them for their patience:
○ Thanking a customer once in a while throughout the conversation for voicing their concern to you, essential in de-escalating an unpleasant conversation. Acknowledging their time and patience with you as you try to solve their issue shows understanding, they will feel listened to, this in turn, builds rapport between you both. Highlight that their issues are a priority for you and the overall business at the moment, the customer should feel like your support team knows of the issue they faced is one to be taken seriously.
De-escalating an upset customer is no easy feat, handling the situation with care, respect and attentiveness will, for the most part, yield positive results. Customers are the life of a business, the strategies above will maximize customer retention, avoid churn, and flip what could have been an unpleasant conversation to one adequately addressed and supported
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