4 De-Escalation Techniques for Better Customer Service
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De-Escalation Techniques: Customer Support Team Can Help You Retain Clients

Dealing with customer complaints is one of the direct responsibilities of a customer service team. Wrong words can make the dissatisfied customer more intense. With effective 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 service at you remember how to de-escalate an angry customer.

De-Escalation By Customer Service Representatives: General Concepts

What is De-Escalation?

De-escalation means decreasing the intensity of the conflict situation. Why is de-escalation necessary? It is the most appropriate way to move any aggressive case forward to a more rational state. Some customer concerns are presented in a state of emotional affect. Therefore, it’s in the arms of support agents to remain calm and maintain respectful troubleshooting conversations, even in such situations.

De-escalation is a trainable skill, so it just takes time to learn verbal de-escalation techniques and become more empathetic and less judgmental. Then, customer representatives can either experiment with techniques or use stable phrases to calm the client down, find the appropriate solution, and, as a result, improve customer satisfaction.

De-Escalation Techniques: Customer Support Team Can Help You Retain Clients

De-Escalation Technique as a Response to Customer Complaints?

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. Verbal de escalation training is also necessary for all customer service agents. Practice responding to dissatisfied customers with proper attitude and lines. The support team should familiarize themselves with the use of positive language, active listening techniques, and empathetic responses. The use of effective de escalation techniques is what helps to turn every angry customer into a loyal client.

Why Do Businesses Need These Techniques for Better Customer Service?

You may use effective marketing strategies, but no customer wants it if they feel disrespected or neglected. Likewise, your marketing strategy is worth nothing if your workers cannot answer the simple “how to de-escalate a customer?”. Therefore, companies should train their workers or hire personal virtual assistants if they want to control customer retention and increase business revenue. 

For example, your call center consultants are afraid to pick up the phone from angry customers. But nothing is worse than getting a phone or email escalation and ignoring it. However, even a challenging customer interaction can lead to a positive experience. When customers are upset, they want to be heard and listened to. So, when a customer begins to complain, de escalate the situation with some active listening. Phone calls are still a “king,” so let them vent. Let clients hear your voice telling them you are working on the solution. Sometimes, customer support agents must devise spot-on creative strategies to keep the customers happy. However, handling even the harshest clients is easier when you know basic de-escalation strategies.

De-Escalation Techniques: Customer Support Team Can Help You Retain Clients

Top 4 De-Escalation Techniques For Customer Service Agents That Boost Customer Experience

Calm down dissatisfied customer 

Intensifying the customer’s emotions ends up making things harder for everyone. Therefore, the first call center de-escalation technique creates calm by avoiding inflammatory words. Instead of “I have nothing to do with your problem,” it is better to say, “I am glad you called us, so we can look into this and see what’s happened.” Thus, create a calm atmosphere 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.”

Also, avoid putting customers in a defensive position. Don’t use words like “but,” “you,” and “why,” which can be perceived as an attack. Instead, to keep customers calm, use sentences like “Let’s take a look at the problem together” or “I didn’t get all the needed information and would be grateful if you provided it for me.” Next, stay calm and don’t take things personally. When customers express dissatisfaction, you may feel like they’re blaming you. Remember, the point of a customer service job is to listen to customer complaints, help find the issue and resolve the problem. The main thing of the escalation techniques for customer satisfaction is to make customers feel heard and respected. 

Always Take the Charge/Blame

Customers are not always right. But customer service representatives have to take the blame for the entire company. Even if you have concerns, carefully quick-check the facts with an appropriate question. Upset customers want to hear it is not your fault but the fault of a salesperson. Stay confident, listen actively to the customers’ complaints, and choose the response accordingly.  

The right approach shows that your company is one team, and you don’t throw anyone under the bus. For example, organize more corporate meetings and escalate customer service if the customer support agents lack this vision in their day-to-day duties. De escalation techniques only work as an integrated part of the business strategy.

Acknowledge What Has Actually Happened 

People want to be understood, accepted, and recognized in their personal life and other spheres. And dealing with unhappy customers means constantly listening to various complaints. So the call center’s task is to quickly understand the company’s inner processes to detect the necessary department. Besides, they must try to explain what possibly has gone wrong, but not in the excuse form. It might even give them a hint at their solution. That’s what de escalating means—helping the customer feel their importance and power over the situation. Knowing the issue brings people more peace, calm, and patience until you decide how to help them.

For example, you can show your concern with a phrase like “What I’ll do is look at your account and see what’s going on.” A customer service representative must always consider a respectful and understanding manner of answering customer requests.

Move the Conversation Forward

Support reps deal with different customer concerns, and some might not be that pleasant. Allow the customer to respond, don’t have the last word with them. Let the phone call end in the initial problem isn’t advisable. The de escalation process takes time, and it’s essential to stay calm throughout the conversation. Arrange customer communication in a way that will let them express their feelings. Angry customers won’t even give them a chance to help them. Next, 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 to let the customer talk and relieve the anger. That’s where you will need such basic techniques as active listening. 

De-Escalation Techniques: Customer Support Team Can Help You Retain Clients


The customer service field calls for constant improvement. Every time customer support staff 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 shows the client you’re on their side. Calm but assertive conversation leads to more constructive dialogue and quick resolution of any customer’s complaint and helps to maintain control. Any customer support agent should be familiar with basic techniques for customer service as they create the base for the successful business support system. 

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.

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