A key to de-escalation is moving the conversation to closure—either resolving the issue or offering an explanation for what comes next. Resolution is easy when you can fix the problem. Yet for a lot of situations, you’ll need to offer an explanation. Learn the best ways to provide an explanation to an upset customer.
- A key to de-escalation is moving the conversation … forward to closure. … Moving the conversation forward … means you're resolving the issue … or you're offering an explanation … for what comes next. … Resolution is easy when you can fix the problem right then. … But for a lot of situations, … you'll have to offer an explanation. … So we need to look at the best ways … to provide an explanation. … When you can't do what the customer wants … because of policy, try saying something like, … "We appreciate hearing about your experience, … "but we cannot compensate you in this matter … "because the damage is due to normal wear and tear." … It's important that you sound confident and assertive … when you tell the customer what you can't do. … Otherwise, some customers won't take your word as final. … They'll push and ask to talk to someone higher up. … If you need to explain what happens next, … try something like, … "I've put in your phone unlock request. … "It usually takes two business days for this to complete. …
- 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.