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.
Customized Engaging Digital Customer Service Training and Instructor at LinkedIn LearningMyra 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“
- Customers escalate to management because they're frustrated that things aren't going their way. And they think they'll be more successful talking to someone higher up. But I'm sure you, like most customer service professionals, don't like it when customers try to go over your head. It leaves you powerless to do your job. And managers certainly don't like spending all of their time dealing with escalations. So I'm going to show you how to successfully handle customers who ask to talk to a supervisor. First, we need to talk about what not to do when a customer asks to talk to your supervisor. When a customer asks to take to a supervisor, don't refuse. A refusal is viewed as adversarial, and this will just make the customer more forceful in their attempt to escalate. The second thing you need to avoid is immediately transferring. If you say, hold while I transfer you, you could sound dismissive. So what do you do when a customer asks to talk to a supervisor. I coach my clients to handle a request to speak to a supervisor using a three-step method. Try responding to customers who ask to talk to your supervisor using the USA method. USA stands for understanding statement. It's important that the customer feels you understand their problem or frustration. If they don't feel you understand what they're feeling, they may become more difficult, and the conversation is more likely to escalate. Explain the situation. Explain that you can, and very much would like to help. Action, let the customer know that if you can't help them, you'll let them speak to a supervisor. These are the actions you commit to taking, either helping or escalating to a manager. Let's look at USA in action. - Hi there, thanks for coming in today. - Hi, may I speak to a manager please? - I respect your request to speak to a manager. My supervisor is counting on me to do my job and resolve issues of our customer's experience. Would you give me a chance to help before we go any further? If I'm not able to help, I'll immediately connect you to my supervisor, how does that sound? - Ya know what? This is my third attempt to get this resolved. I really just want to talk to a manager. - Absolutely, let me go get my manager. - The USA method increases the chances that the customer will let you try to help. But it's not a magic wand. Some customers will still want to escalate to management. If you get pushback, don't refuse. If they ask twice, it's best to go ahead and let them speak with a manager. Respecting our customer's needs and time is still one of the best ways to keep things from escalating.
Download courses and learn on the go
Watch courses on your mobile device without an internet connection. Download courses using your iOS or Android LinkedIn Learning app.