Resolve the customer's issue

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

    - A key to de-escalation is moving the conversation forward to closure. Moving the conversation forward means you're resolving the issue or you're offering an explanation for what comes next. Resolution is easy when you can fix the problem right then. But for a lot of situations, you'll have to offer an explanation. So we need to look at the best ways to provide an explanation. When you can't do what the customer wants because of policy, try saying something like, "We appreciate hearing about your experience, "but we cannot compensate you in this matter "because the damage is due to normal wear and tear." It's important that you sound confident and assertive when you tell the customer what you can't do. Otherwise, some customers won't take your word as final. They'll push and ask to talk to someone higher up. If you need to explain what happens next, try something like, "I've put in your phone unlock request. "It usually takes two business days for this to complete. "We'll email you as soon as a decision is made." Again, speak with confidence. Moving to closure with a fix for the problem or an explanation should be easy. If it's not, walk it back and make sure you accurately recognize the customer's emotions and successfully reframe the problem. Then you can move right into resolution.

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