Learn how to utilize the LAURA technique to de-escalate and defuse internal customers. Position yourself as an empathetic partner who helps resolve issues.
- Angry customers are an unfortunate part…of nearly every service situation…including internal customer service.…People naturally become more judgmental,…defensive and less open to ideas when they're upset.…Those negative emotions can be a roadblock…to finding a solution and making our customer feel better.…In those cases, we need to help defuse…the other person's negative emotions…before we can truly help them,…I like to use the LAURA technique in these situations.…It's an acronym that stands for listen to the customer…to understand their needs and allow them to vent,…acknowledge the situation…and show your customer that you understand,…try to relate to your customer in some way…to demonstrate that you can empathize with their feelings…and then act to show you're willing…to help resolve the issue.…
Memorizing these steps can be difficult…so you might find it easier to think of LAURA…as a very patient, kind and empathetic person…who truly wants to help.…Either way, you'll often be able to defuse angry coworkers…
In this course, learn skills and techniques for providing outstanding internal customer service to colleagues within your organization. Jeff Toister shares how to build positive workplace relationships, communicate effectively, and serve coworkers who can be difficult to work with. He also provides techniques for managing—and exceeding—expectations for internal service, and solving problems quickly and effectively.
- Distinguishing between internal and external customer service
- Creating positive workplace relationships
- Working with difficult coworkers
- Practicing active listening to uncover your customers' needs
- Managing internal customer expectations
- Anticipating problems
- Defusing angry colleagues
- Adjusting your workplace attitude