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Tell me what to do!
De-escalation helps the call center, your supervisor, and ultimately – YOU!
Fewer supervisor calls are a “Win-Win” for everyone!
How is it all accomplished, you ask?
Triggered!
It's hard to stay cool and collected when we feel that we are being attacked.
When you answer a call, and hear the customer's tone, what is your first response?
We all have “buttons” – some folks push them better than others.
Remember – They don’t know you. They’re not angry at YOU.
How could they be? You’re amazing!
Do you Respond, or do you React when:
Customer calls you “stupid”, “mean”, “uncaring” – or worse?
Customer refuses to allow you to explain the process / instructions – sometimes won’t even allow you to finish a sentence?
Customer calls you a liar – maybe tells you that “the last person” told them something different?
Customer asks you if you want them to lose their house, car, kids, etc.?
Customer demands that you take action that you simply cannot take (make it go away, “fix it”)?
Respond VS React
First, listen to what they are saying – Not how they are saying it. Some will start off yelling, insulting you and your organization.
Prepare yourself mentally. Remember that you are here to help the customer. They NEED you.
Slow down your speech. This doesn't mean say one word at a time - It means slow your speech down, and don't get upset.
Always focus on what you CAN do for the customer - not on what is beyond your control. Leading with a positive statement will pave the way to de-escalating the call.
Things to say to the mirror:
"I'm better than that."
Just because a customer acts a certain way doesn't mean that we need to be like them.
“What if it was me?”
If you can genuinely understand where the customer is coming from, your honest empathy will go a long way toward defusing the caller, which will help you maintain your self control as well.
"I'm not getting suckered."
Some customers may bait you, trying to get a reaction out of you. If you fall for it, their anger will definitely escalate.
"I won't pay the price."
There's always a price for losing your cool. What if the call was being monitored? Even if you didn’t say something that will risk your job, how is it going to affect your performance ratings? Will the customer file a complaint about you?
It does take two to argue, after all.
The first step in call control, and preventing escalations, is to de-escalate yourself. Don’t allow the customer to control how you react! Give the customer a professional, courteous, accurate response instead.
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