De-escalation Q & A Day!

Did you miss my latest Live Q & A? You’re in luck. Here’s a replay of our conversation.

3:29 How do you deal with an angry customer because we won’t give in to their demands?

5:31 Do you have a list of negative priming words and positive priming alternatives?

6:41 What are some warning signs that a call will be escalated?

11:38 How do I make soft sales when my customers are angry over a billing issue?

15:40 How do you empower employees to be confident when de-escalating?

20:07 Never say “unfortunately.”

21:01 How do you handle the customer who asks for a supervisor right out of the gate?

27:17 Is it better to give bad news over email or phone?

28:41: What’s the best approach to giving bad news in email?

31:13 How do I address inappropriate language from my customer?

33:38 The 3R Method didn’t work when my customer was anchoring. Any ideas?

37:23 Are customers tired of hearing, “We apologize for your long wait on the phones. We are short-staffed due to COVID?”

41:32 How do you handle customers with unrealistic expectations?

43:26 Our supervisors can do no more than employees. How do you handle the request for a supervisor in this case?

For more help de-escalating with customers, check out my De-escalation Academy.