From the course: Responding to Unreasonable Customer Demands

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Incorporate de-escalation techniques

Incorporate de-escalation techniques

From the course: Responding to Unreasonable Customer Demands

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Incorporate de-escalation techniques

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- Isn't it a shame when a customer's desire exceeds your ability to support? We've all heard our customers having a bad day and taking it out on you. Well, de-escalation techniques are crucial for managing high stress customer interactions, and here are some methods to help you de-escalate these tense situations. Always remain calm. Your calm demeanor can influence the customer's mood. Using calm language can avoid escalating the situation with defensive responses. Think about when a customer calls in angry because their order arrived late. Now, you, the service representative, need to avoid reacting to the anger. Instead, speak in calm, measured tones, saying something along the lines of, "I can hear how frustrating this must be for you, and I'm here to help resolve this as quickly as possible." This calmness helps reduce the customer's intensity, allowing the conversation to move forward more productively. Also, validate their feelings. It's helpful to acknowledge the customer's…

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