From the course: Empathy for Customer Service Professionals
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Diffuse anger with empathy
From the course: Empathy for Customer Service Professionals
Diffuse anger with empathy
- How do you bring down the temperature with unhappy customers and guide them to the next steps, even when you can't give them what they want? My answer might surprise you. Empathy. I want you to focus on three things to create calm and guide customers to the next step diplomatically. Understand that the problem isn't the problem. Yes, the customer contacted you for support. Customers don't always escalate a complaint if they haven't received their order, or if there is an overcharge, or if there is poor quality. People get upset with the way you handle the problem. You must avoid controlling an angry customer with, "Ma'am, there's no point yelling at me," or any defensive response. A defensive response starts the cycle of escalation. Focus on empathy and optioning. The cycle of escalation is avoided by demonstrating understanding and offering options. Recognize that anger has to be validated. It doesn't matter if…
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