57 Phrases to De-escalate Any Angry Customer
Myra Golden・30 minutes read
Handling challenging customer interactions involves validating emotions, providing effective communication phrases, and addressing inappropriate behavior assertively. Providing reasons for regulations, policies, or warranty issues helps customers accept final decisions and managing expectations is crucial to avoid future issues.
Insights
- Validating customer emotions is crucial to guide them out of the emotional right brain, with phrases like "I realize this has to be frustrating for you."
- Clear communication, empathy, and managing expectations are essential in customer interactions, as seen in phrases like "I'm sorry" to shorten calls and assertive communication to connect with customers effectively.
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Recent questions
How can I effectively handle challenging customer interactions?
By validating customer emotions and using phrases to acknowledge and validate their feelings, you can move them out of the emotional right brain. It is important to deliver bad news confidently and assertively, address inappropriate behavior or language, and present options to de-escalate situations. Ending circular conversations with validation and clear explanations is key to successful customer interactions.
Why was waste pickup delayed in Washington?
Waste pickup was delayed due to regulations from the state of Washington and the Utility Transportation Commission. Recycling will be collected on June 9th as per planned routes. Providing reasons for regulations, policies, or warranty issues helps customers accept final decisions.
What phrases can I use to connect with customers?
Use phrases conveying empathy, like "I realize this has to be frustrating for you," to de-escalate situations and connect with customers. Expressing empathy, like saying "I'm sorry," validates customer concerns without admitting fault. By using empathy phrases, you can improve customer experience and have more successful interactions.
How can I effectively communicate company policies to customers?
When communicating company policies, like not refilling expired contact lens prescriptions, it is important to explain them clearly to customers. Negotiating fees or terms may not be possible due to maintaining fee integrity. Denying requests based on regulations or policies requires clear communication and empathy.
Why is managing expectations crucial in customer service?
Managing expectations is crucial in customer service to avoid overpromising and underdelivering. Using phrases like "I'm sorry" instead of apologizing can help shorten calls and empower yourself in customer interactions. Practicing assertive communication with empathy phrases can help connect with customers and improve their experience.
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Summary
00:00
Effective Customer Communication Techniques
- Video focuses on handling challenging customer interactions
- Divided into sections covering various scenarios
- Emphasizes validating customer emotions to move them out of the emotional right brain
- Provides 57 phrases across different categories for effective communication
- Offers phrases to acknowledge and validate customer feelings
- Discusses phrases for delivering bad news confidently and assertively
- Includes phrases to address inappropriate customer behavior or language
- Provides responses for when customers request to speak to a manager
- Offers phrases for presenting options to customers to de-escalate situations
- Discusses ending circular conversations with validation and clear explanations
16:40
Navigating Customer Service: Regulations, Policies, and Empathy
- Waste pickup was delayed due to regulations from the state of Washington and the Utility Transportation Commission.
- Recycling will be collected on June 9th as per planned routes.
- Providing reasons for regulations, policies, or warranty issues helps customers accept final decisions.
- Negotiating fees or terms may not be possible due to maintaining fee integrity.
- Company policies, like not refilling expired contact lens prescriptions, are explained to customers.
- Tips on caring for products, like a Fitbit Flex band, can prevent future issues.
- Managing expectations is crucial to avoid overpromising and underdelivering.
- Expressing empathy, like saying "I'm sorry," validates customer concerns without admitting fault.
- Denying requests based on regulations or policies requires clear communication and empathy.
- Phrases conveying empathy, like "I realize this has to be frustrating for you," help de-escalate situations and connect with customers.
32:55
Empower with empathy: shorten calls, manage expectations
- Use phrases like "I'm sorry" instead of apologizing to shorten calls and empower yourself in customer service interactions; managing expectations is key to avoid future issues, as today's exception becomes tomorrow's expectation; practicing assertive communication with empathy phrases can help connect with customers and improve their experience, leading to more successful interactions.
