When you acknowledge a customer’s emotions, you make them feel heard and understood. That understanding helps the customer calm down and let you explain things. Discover some great ways to recognize your customer's emotions.
- I was trying to check in for my flight on my phone. … I was able to get one boarding pass but not the other. … After several failed attempts, … I called the airline and explained my problem. … The employee reassured me, Miss Golden, … this is a system error. … You're checked in all the way through to Tulsa, … I don't want you to worry at all. … Your flight is confirmed, and you're checked in. … You have a few options for getting your boarding pass. … She gave me the options, … and then she said, but I want you to know, it's all good, … you're confirmed, and checked in. … I don't want you to worry at all … was precisely the thing to say to me. … The employee zeroed in on my concern … that my flight wasn't confirmed … and she recognized my fear … and put me at ease. … This understanding kept me from any need to feel anxious … or to vent. … Her recognition focused the call … and helped to move it to closure. … When you acknowledge a customer's emotions, … you make them feel heard and understood. …
- Recognize examples of pushing when dealing with a customer.
- Summarize the goal of reframing conversations.
- Identify the benefits of using partnering language.
- Determine the best response to a customer who asks to speak to a manager.
- Identify statements that can be used to acknowledge a customer’s issue.