Control Calls with Customers Using Myra's Snatch & Flip Technique

When your customer is ranting, explaining, venting, and you're at a loss for how to take the reins from them and move the call forward, try the 3-step Snatch & Flip approach.

1. Listen to grasp the problem the customer is explaining.
2. Try to identify the thing that is most upsetting to your customer. This tends to be the thing they bring up repeatedly.
3. Grab the topic you think is most upsetting to your customer and flip the conversation to how you might help.

Here's Snatch & Flip in Action

SCENARIO

Customer: "Hi, I rented a car from your Columbia, South Carolina location, and the check engine light came on about an hour ago. We pulled off, and now the car won't restart. I can't believe this is happening. Me, my sister and my kids are on the way to my Aunt's funeral. And I rented a car so I wouldn't break down in my own car. My kids are 4, 3, and 1. They're tired and hungry, and my one-year-old is sick. My kids don't deserve this. I don't deserve this."

This customer has brought up her kids four times, so that's the topic to snatch and flip.

Employee: "I'm sorry you're having such a frustrating experience. I don't want your kids and you to be stranded a moment longer. Let me get your exact location, and we'll send a tow truck out with a new rental car and bring your rental back with us. We'll reimburse you if you want to grab the kids something to eat. Just hang on to the receipts. Let's start with your rental agreement number."

Employee: "Thanks. Can you give me the physical address or cross streets to where you are right now?"

Customer: "I'm at 3584 North Bryant Ave."

The employee could acknowledge the customer's pain point by grabbing the most upsetting topic - her kids and their inconvenience- and flip right into problem-solving. 

When you use Snatch & Flip, avoid diving right into problem-solving. You first have to recognize your customer's feelings about the issue, just like when the employee-led says, "I'm sorry you've had a frustrating experience." They will continue venting if you don't recognize the customer's emotions or trouble.

Continue the conversation with me?

Here are three LinkedIn Learning courses to help you control conversations with challenging customers.

Creating Positive Conversations with Challenging Customers

Positively prime customers from Creating Positive Conversations with Challenging Customers by Myra Golden

De-Escalating Conversations for Customer Service

When a customer asks for a manager from De-Escalating Conversations for Customer Service by Myra Golden

Customer Service: Call Control Strategies

The snatch-and-flip call control strategy from Customer Service: Call Control Strategies by Myra Golden