But then, this is a skill set that you simply have to pick up. Remember, no matter how hard you try to provide exceptional customer service, things can, and sometimes will, go south.
In this article, we're going to explore 10 lesser-known de-escalation techniques that can make you a true expert at diffusing tense situations in contact centers.
1. Ignore the angry words
When faced with an angry customer, it's easy to get caught up in the heat of the moment and react defensively. But here's a secret: ignoring the angry words and focusing on understanding the "why" behind their reaction can work wonders.
Is there a recurring problem with your product or service? Did they have unrealistic expectations? Tune out any insults or personal attacks and instead try to identify the underlying issues that may be fueling their discontent.
2. Reflect the customer’s emotion
An effective technique is to reflect their emotion back to them using a simple "you" statement. For example, if a customer is upset because they received a defective product, instead of responding with a generic apology, you can say something like: "I understand how frustrating it must be for you to receive a defective product." Using "you" statements helps create a connection between the agent and the customer.
3. Follow the script
Scripts are designed to provide structure and guidance during difficult conversations. They ensure that you cover all necessary points while maintaining a professional tone. So, when faced with an angry customer, resist the urge to argue and instead rely on your prepared script.
By sticking to the script, you avoid getting sidetracked or saying something that could further upset the customer. However, bear in mind that scripts shouldn't be rigidly followed word for word – adapt them based on each specific situation.
4. Watch your tone of voice
Your voice has the power to either escalate or de-escalate the situation, so keep your tone of voice calm, controlled and non-confrontational. Speak politely, with a sense of composure and empathy. Avoid raising your voice or sounding aggressive as this will only further aggravate the customer.
By reframing the conversation towards solutions, and not letting things get out of hand, you create an environment that’s genuinely calming and helpful.