Positive positioning with customers

From the course: De-Escalating Intense Situations

  • Course details

    Nearly every customer service professional has encountered a livid customer. These individuals may yell, curse, or forcefully disagree with a policy that you must enforce, but can't control. Such situations are unquestionably tough, but—with the right approach—you can consistently de-escalate the tension. In this course, instructor Myra Golden shares strategies for defusing intense situations, providing practical approaches that can help you calm angry customers. Myra goes over what often causes situations to escalate, and shares practical steps you can take to prevent an escalation. She also provides tips that can help you reframe conversations, manage expectations, handle customers who ask for your supervisor, and more.


    • Click here to view Myra Golden’s instructor page

      Myra Golden

      Customized Engaging Digital Customer Service Training and Instructor at LinkedIn Learning

      Myra Golden is an author, trainer, and keynote speaker.

      For over 20 years, Myra has been helping companies improve the customer experience through her customer service training workshops. She has a master's degree in human relations and a bachelor's degree in psychology, helping her to understand the challenges of developing the best customer experience as it relates to the psychology of the employees.

      Myra has helped McDonald's, Coca-Cola, Michelin, Frito-Lay, Vera Bradley and many others improve the customer experience through her training. She was named one of the top 10 customer service bloggers by Huffington Post, and she is the co-author of Beyond WOW: Defining A New Level of Customer Service.

    Skills covered in this course

  • Why you've been unsuccessful with angry customers

    - We took my son's phone in for repair. After looking at the phone, the employee said, "Liquid has come in contact with this phone. "Your warranty doesn't cover this, "but we have a couple of options. "We can repair the unit or we can sell "you a refurbished model." While I wasn't happy to learn that we'd have to pay for a repair or a new phone, I did appreciate the way the employee delivered the news. The employee used positive language and he immediately moved into offering a solution that we could walk out with that day. What this employee did was use positive positioning. Positive positioning is delivering a message in a positive way and in such a way that minimizes a negative reaction. Positive positioning is easy to do when you focus on three things. First, maximize positive language while minimizing negative words. It's best to stay away from negative words when handling problems. You need to shift the customer to a positive mindset. So instead of saying problem, try situation. And avoid words like unfortunately as in unfortunately the warranty doesn't cover this. The word unfortunately carries a negative connotation and customers gear up for a challenge when they hear this word and in general try to use these positive words often absolutely, definitely and certainly. Okay, secondly you need to reframe the problem. Sometimes unhappy customers will ramble making themselves more upset and making it harder for you to cut to the business of fixing the issue. So try these reframing statements to help customers move on. We want to get to the bottom of this as much as you do. I certainly understand your concern, let's take a look and see what's going on. While the warranty doesn't cover this, we do have a couple of options for you today. Reframing statements are fantastic for getting customers past excessive venting about the problem. Okay, the last thing you can do to create positive positioning is reflect your brand promise. When problems occur customers can experience buyer's remorse. They chose to do business with you, but now they're let down. When customers feel a sense of remorse they can be more difficult, but you can offset those negative feelings by reflecting your brand's promise. So try saying something about a benefit that customers get even if there are occasional issues. While you may experience issues with our coverage in some areas, what you always get with us is unlimited data and you're never strapped with contracts. At a cafe I ordered a sandwich, drink and chips. The employee came back with I'm sorry we're out of the veggie sandwich, but I'm happy to give you any sandwich on our menu at no charge. That's perfect positive positioning. Change up your message to use positive words and to swiftly move on to a solution and you'll keep customer emotions in a good place.

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