Recognize the customer's emotions

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

    - I was trying to check in for my flight on my phone. I was able to get one boarding pass but not the other. After several failed attempts, I called the airline and explained my problem. The employee reassured me, Miss Golden, this is a system error. You're checked in all the way through to Tulsa, I don't want you to worry at all. Your flight is confirmed, and you're checked in. You have a few options for getting your boarding pass. She gave me the options, and then she said, but I want you to know, it's all good, you're confirmed, and checked in. I don't want you to worry at all was precisely the thing to say to me. The employee zeroed in on my concern that my flight wasn't confirmed and she recognized my fear and put me at ease. This understanding kept me from any need to feel anxious or to vent. Her recognition focused the call and helped to move it to closure. When you acknowledge a customer's emotions, you make them feel heard and understood. You instill a sense of trust. The trust and understanding helped the customer to calm down and let you explain things. Here are some great ways to recognize your customer's emotions. I know you're eager to see this resolved. I don't want you to worry at all. I realize this whole thing has been frustrating for you. Try to pinpoint your customer's biggest concern and speak to that concern. Research has found that the factor that most determines whether or not a doctor is sued after something goes wrong has nothing to do with the skill of the doctor and everything to do with bedside manner. When something goes wrong, regardless of the doctor's skill level, doctors who are less likely to get sued are those who spend, on average, three more minutes talking to their patients. In this extra time, they're listening, answering questions, and expressing empathy. Recognizing concern is as important for you as good bedside manner is for doctors. It shapes the perception. It makes you more likable. It helps things go smoothly throughout the interaction. And, it reduces escalation.

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