Successfully defuse intense situations with angry customers. Learn practical approaches for managing a customer's frustration, as well as your own.
- I do an exercise in my workshops, where I give participants a sheet of paper with the numbers one through 99 scattered on the page. I instruct everyone to find the numbers in order. That is, find one, then two, and so on. They have 60 seconds to do this. Most people struggle with this. They only get to about 35 on average. That's when I reveal that while the numbers appear to be randomly scattered on the page, there's a pattern. The pattern is to envision the sheet divided into four quadrants, and the numbers are in order, with one number in each quadrant. With the pattern revealed, people find all of the numbers in less than 20 seconds. Just like this exercise, the escalating, intense situations with customers is hard, until you have the right approach. In this course, I'll show you how to choose words that create calm with an upset customer. I'll walk you through how to reframe conversations so customers don't get worked up while venting. And I'll teach you the absolute best way to handle a customer who yells or uses profanity. My name is Myra Golden, and for more than 20 years, through my workshops, I've helped customer service professionals, just like you. So join me in this LinkedIn Learning Course, and learn how to de-escalate intense situations with your customers.
- 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.