January 8, 2020 - NobelBiz

Step 1. Don’t patronize them Take notice of their concerns and relate to them. It’s not always easy to put yourself in their situation, but you always have to try. While you do this, say comforting things that tend to be seen as genuine: “oh gosh”, “that sounds horrible”, “I can totally understand why you decided to call”, “you’re right to want to get in touch with management.” There are loads of things you can say along the same lines. Make your own list with what feels natural to you and use it! In this aspect , active listening is essential. Indeed, Active listening is a method that helps your agents guarantee that the client feels heard and that you are prepared to assist them with their problem. Repeating their facts and asking if you understood them correctly can give them time to calm down and confidence that you are truly listening to and empathizing with their predicament.

Day: January 8, 2020

3 Proven De-Escalation Techniques for Customer Service