Tag: Call Center De Escalation Tips

7 Things You Can Say to Gain Control with Challenging Customers

Support phone operator in headset at workplace

If you find it difficult to get your customer to stop telling you the story of just how inconvenienced they were, or are, and to stop rambling on about the problem, it’s likely because the customer is stuck in the past.

You’re going to have to┬áreframe the issue in the customer’s mind. That is, you must strategically move your customer out of a past problem to a focus on the present so that you can offer a solution. Your job, in essence, is to get the customer to move on.

Reframing statements are fantastic in getting the customer to move forward. Reframing does two things for you. First, it acknowledges your customer’s biggest concern. You empathize. Secondly, it ushers in the solution phase of problem resolution.

Here are seven reframing statements that recognize customer concern and help customers move on.

4 Things Your Agents Can Do To Preempt an Escalation

Your escalations have gotten out of hand. Agents are frustrated and are sometimes happy to give calls over to supervisors. Customers feel that the only way to get the answers they seek is to speak […]