Wrong words can make the customer more intense. With de-escalation techniques, you have to take action in the present to move the customer toward a calmer state and the solution. You can’t fight fire with fire. Otherwise, you have to be the water. It is the role of customer support representatives to understand escalation and oppose it.
Let’s start with definitions, go through the general concepts, and describe four basic but powerful techniques so that you remember how to de-escalate an angry customer.
De-Escalation General Concepts
What is De-Escalation?
De-escalation means decreasing the intensity of the conflict situation. Why is de-escalation important? It is the most appropriate way to move any aggressive case forward to a more rational state.
De-escalation is a trainable skill, so it just takes time to learn verbal de-escalation techniques, as well as become more pathetic and less judgmental. Customer representatives can either experiment with techniques or use stable phrases to calm the client down and find the appropriate solution.
What is De-Escalation Technique?
De-escalation techniques for customer service are specific tactics and actions aimed at:
- calming down the aggressive side;
- seeking compromise to decrease the likelihood of conflict intensification.
In marketing, it means using approaches and words to show the customer’s problem is understood and the necessary solution is already in a search.
Why Do Businesses Need These Techniques for Better Customer Service?
You may use effective marketing strategies, but none want it if they feel disrespected or neglected. If your workers cannot answer the simple “how to de-escalate a customer?”, your marketing strategy is worth nothing. Therefore, companies should train their workers or hire personal virtual assistants.
For example, your call center consultants are afraid to pick up the phone from angry customers. But there is nothing worse than getting a phone or email escalation and just ignoring it. When customers are upset, they want to be heard and listened to. Phone calls are still a “king”, so let them vent. Let clients hear your voice telling them they are working on the solution.
Top 4 De-Escalation Techniques Boosting Customer Experience
Intensifying the customer’s emotions ends up making things harder for everyone. Therefore, the first call center de-escalation technique is to create calm by avoiding inflammatory words. Instead of “I have nothing to do with your problem,” it is definitely better to say, “I am glad you called us, so we can look into this and see what’s happened.” Thus, create calm by using anti-inflammatory words and phrases that show the customer your intention to get to the problem’s bottom:
- “I am sorry you’ve had such a frustrating experience.”
- “This is no more acceptable to us than it is to you.”
- “Thanks for taking the time to let us know.”
Always Take the Charge/Blame
Customers are not always right. But customer service representatives have to take the blame for the entire company. Customers want to hear it is not your fault but the fault of a salesperson. The right approach shows that your company is one team, and you don’t throw anyone under the bus. Organize more corporate meetings and escalate customer service if they lack this vision.
Acknowledge What Has Actually Happened
People want to be understood, accepted, and recognized, so the call center’s task is to understand the company’s inner processes to detect the necessary department quickly. Besides, they have to try to explain what possibly has gone wrong, but not in the excuse form. It might even give them a hint at their own solution. Knowing the issue brings people more peace, calm, and patience until you decide.
For example, you can show your understanding with a phrase like “What I’ll do is take a look at your account and see what’s going on.”
Move the Conversation Forward
Allow the customer to respond and don’t have the last word with them. It isn’t advised to let the phone call be ended in the initial problem. Try to shift their focus to additional questions or comments that do not belong to the issue. If your organization cannot offer free compensation, it is good enough to let the customer talk and relieve the anger.
Every time customer service faces customer escalation, they train and make the same issues no longer happen. By doing this, they follow the customer journey and can ensure they have a white-glove service every single time. Using appropriate de-escalation tips, techniques, and words show the customer you’re on their side. Calm but assertive conversation leads to more constructive dialogue and helps to maintain control.
If you want to delegate a de-escalation situation to a well-trained team of professionals, feel free to book a 30-minute call with us and see our competency.