Your customers are the most valuable asset of any business, so you need to keep them satisfied.
When dealing with an issue related to your business, it's natural for your customers to be frustrated or upset from time to time - but how your customer service team handles and de-escalates the situation is crucial to customer retention.
In order to ensure the long-term satisfaction of your customers, your team must learn effective de-escalation techniques. We'll examine 19 de-escalation techniques and why they work in this post.
De-escalation is a process by which you calm the situation before it gets worse. Breathing, active listening, asking questions, being compassionate, and using body language can be used to accomplish this.
After dealing with a flight cancellation, I recently had an upsetting experience with an airline. After waiting three hours to speak with their service team, I was told: "I'm sorry, ma'am, but there's nothing I can do for you."
Although I'm not blaming this airline or this service rep, I learned how important empathy is to me throughout the encounter. In order for me to feel heard and understood, I didn't need the rep to give me exactly what I wanted.
Everyone else seems to agree.
According to a recent survey of 100 consumers across the country, listening carefully, understanding the problem, and demonstrating empathy were the most popular responses:
Imagine a time when you were upset with a company and customer service helped you have a positive outcome. What did they do to make the experience successful?"
Taking the time to listen and demonstrate empathy is more important than offering me a refund, upgrade, or promo code.Therefore, how your reps handle an upset customer could make or break their loyalty. This is why long-term customer retention relies on it.
Next, let's explore six of the most effective de-escalation techniques.
46% of respondents rated active listening and empathy as the most important de-escalation technique practiced by service reps.
By improving your communication, you can prevent misunderstandings and de-escalate them if they arise. Listening actively means paying attention to the other person rather than interrupting, rushing, or planning your next words in your head. By listening to the other person, they will feel heard and appreciated, and their anger will begin to subside.
It is important to ask questions (and listen to their answers!) so you can hear their side of the story.
Always remember that there are three sides to every story: yours, theirs, and what actually happened. Allow them to interpret something differently than you intended, and be open to hearing their interpretations.
"When I encounter escalation situations during consulting calls, the first thing I do is establish a strong foundation of listening by asking strategic questions and giving the customer the opportunity to air their frustrations and needs," HubSpot Senior Inbound Consultant Bradlee McKibben told me.
As she points out, "sometimes frustrations can be misaligned. We all face roadblocks and challenges. Customers simply want to know we understand their situation and are here to help."
Empathizing with them will help to de-escalate the situation. When they know you'll try to help them, they'll calm down, and you can resolve the issue together.
There is often a lot of contention over money. Your customers may feel frustrated or angry if they feel they have lost or wasted money and have not received the full package.
The answer can also be found in money. The majority of respondents indicated that this was the de-escalation technique that led to positive customer service experiences. The cost of acquiring a new customer is much higher than keeping an existing customer, so offering anything for free can seem painful.
Whenever possible, you should follow your company's refund policies. In the event that you cannot resolve a customer's issue, talk to your manager about what you can offer. After a service representative offered me a refund on my canceled flight, I felt much better about purchasing another ticket from the airline.
The fact that they valued my future business more than their bottom line has increased my trust in them. Offer a promotion or discount on a future purchase if you can't provide a refund.
Customer service reps should avoid using terms such as "No," "I don't know," "I cannot," or "It is not within my power" to de-escalate issues.
If possible, explain how you will help resolve the customer's issue, such as "I will investigate this issue," "I will try to resolve this issue," or "I'm digging into it." You might tell them that you're going to send their ticket to your IT team so they can look into the problem. In the next 48 hours, you will follow up with them, and payments will be paused until the issue is resolved.
According to McKibben, "Sometimes I encounter escalation situations outside the scope of my job." "I make sure to explain clearly to the customer that my expertise isn't best suited to solve the problem but that I will take the following steps: loop in the right point of contact, file a roadblock with our product team, or follow up with the Support rep who is dealing with the ticket."
I ensure that my follow-up is timely, actionable, and detailed so the customer knows I am keeping track of the issue. Lastly, if applicable, I provide helpful resources or ways other customers have dealt with similar problems."
According to HubSpot's Senior Customer Success Manager Jen Berenguer, honesty is her number one de-escalation technique.
In addition to aligning with HubSpot's value of transparency, she adds, "Managing expectations is one of the most important aspects of my job." It helps customers understand the complexity of a problem and how feasible it is to reach their desired outcome when I am honest about how much I care about their problem, how I am taking to help, and, more importantly, what I won't be able to do."
The majority of the time, honesty leads to a stronger relationship with my clients, even when we can't resolve the problem."
If you want to de-escalate a situation, you might want to lie to your customers to make them happy. However, it will ultimately backfire by creating a sense of distrust. Would you want to work with a company that encourages its customer service representatives to lie?
Ask for time to investigate the issue further rather than lying or over-promising when you're unsure whether you can deliver.
It's better to say, "I can promise you I'll try my best to help you," than "I can promise you we can help you." Customers know when you're lying, and promising you can help is a lie unless you've already found a solution.
Raising your voice or becoming equally emotional when dealing with an angry customer might seem tempting, but it won't de-escalate the situation.
You should instead remain calm. This can be helped by breathing. As soon as an argument begins, our bodies go into fight, flight, or freeze mode. In this situation, we literally feel as if we are ready to fight or flee our "attacker." We become labored in breathing, and our heart rate increases.
In the case of workplace conflict, neither of these solutions is ideal.
The benefits of controlled breathing in a heated situation are numerous. In the first place, taking a deep breath calms your nervous system, allowing you to think (and respond) clearly and calmly.
You can lower your heart rate and blood pressure by breathing focused and take yourself out of this common stress response. Additionally, a few moments of deep breathing can allow you to collect your thoughts so you don't say or do anything that could be damaging.
Only 16% of respondents rated this as important for de-escalation, but it's undoubtedly an extra step you can take once you've de-escalated. When you tell your customer you value them before solving their problem, it may seem disingenuous, especially if they're upset.
However, once you've identified a solution, it's a good idea to emphasize your appreciation for the customer.
How a Great Customer Service Strategy can Help your Business
De-escalation in practice: what does it look like? Here are 13 best de-escalation techniques you can implement in your business.
Don't put a customer on hold if they have a problem. When they complain, customers expect a higher level of service and may feel devalued if they are put on hold.
You should instead stay with them, either physically or on the phone, until you can find the person they should speak with or get the resources they need.
We like: Skipping the hold button allows you to maintain a human connection with your customer when it matters most and helps you set a more positive tone for the rest of your conversation.
A customer who is upset will come to you with a variety of emotions, including anger, frustration, disappointment, or sadness.
If you let these emotions affect you personally, your reaction can aggravate them further. Maintain calm when interacting with the customer to learn about their complaint and direct them to the correct person.
It's important to exude calmness, but don't show indifference or a lack of interest. Engage the customer without escalating the situation.
When customers escalate, they want to know that you are listening to them. When you use active listening, you can show them you care and possibly even de-escalate the situation or at least control their frustration.
Show your customer that you are actively listening if you are speaking in person. You can demonstrate your active engagement with the customer through nonverbal cues such as eye contact, nodding, and leaving your arms uncrossed.
In order to clarify the customer's complaint and investigate possible causes, recount the main points and ask thoughtful questions. If possible, take notes during or after the interaction, and inform the customer that their complaint is being recorded.
A customer with a complaint often wants validation that their feelings are valid.
If you express sympathy to a customer, you may be able to defuse his or her anger and frustration, even if you don't think they're angry.
It can be helpful to remember your sympathetic response to the customer's complaint, regardless of how the interaction is resolved.
You should be aware that an upset customer may not be acting rationally. If you show sympathy to them, you will be able to ease their suspicions and calm them down.
When you speak confidently with customers, you can assure them that their complaints will be handled properly. You can also prevent the customer from experiencing further questions and doubts by demonstrating your confidence. Rather than following the customer's lead, you will be able to guide the interaction.
Pro tip: There's a difference between being confident and cocky. By remaining humble and confident, you can manage a customer complaint and regain initiative.
Active listening techniques like mirroring can help you build rapport and demonstrate engagement with customers. You should repeat their complaint without interrupting so that they know you heard them.
As well as making the customer feel validated, you will also see the problem from their perspective, which may help you find a solution faster.
Best for: Mirroring is especially useful if a customer has a complex problem but shouldn't be overdone. To demonstrate your attention to the customer's complaint, mirror the key points without repeating them word-for-word.
There are often similar patterns in customer complaints. By using scripts, you can address customer complaints without escalating the situation further. Additionally, scripts can help you move an interaction towards resolution instead of getting stuck on a complaint.
Pro tip: Scripts can ground you in a stressful situation, but you don't want to sound like you're reading from one. In order to make your response and empathy natural, you might use a script as a reference point rather than something you repeat verbatim.
It is possible to de-escalate a customer's complex problem by breaking it down into simpler parts. By simplifying the problem, the situation can be resolved more quickly and easily.
Perhaps the customer's emotions or lack of information made the problem seem more complex than it actually was.
What we like: Breaking down a complex problem can help you score quick wins for the customer. The conversation can also naturally shift from the problem to its solution.
Solving a customer's frustrations can be easier if the root cause is identified. It is also possible to identify what needs to be changed. To get to the bottom of the problem, ask tactful but pointed questions after the customer airs their frustrations.
To determine the source of a customer's complaints, ask them about the specific use cases in which they encountered a problem.
Trying to deescalate a situation requires setting realistic expectations for the customer. It's easy to over promise when customers share their complaints with you, especially if they're emotional. The problem arises when you cannot fulfill your promises, which can cause more frustration for a customer.
Pro tip: Avoid firm commitments on what you can accomplish for a customer. Don't hesitate to reach out to anyone who can assist them and make your best effort to help them.
De-escalation requires communication. Helping customers by describing your actions can be helpful.
It is important for them not to feel abandoned or ignored. Customers will know that you are trying to help them by letting them know what you are doing to help them.
The customer can become more useful to you if you explain your actions, as they will, too, begin to think of potential solutions and new ways to assist.
In the event of a customer complaint, a simple apology can go a long way towards establishing goodwill.
Admitting fault can make a customer feel appreciated, even though no one wants to admit it.
You can calm the customer down by apologizing and make them more willing to work with you in the future.
Despite not being able to solve a customer's problem, apologizing to them can increase their likelihood of returning. It is possible that they will leave with a good impression of your company at the very least.
Consider compensating the customer as you resolve the complaint.
In spite of the fact that you couldn't resolve a customer's issue, a coupon, discount, or free offer can show them that your company values their business. Your gesture will protect your reputation even if you lose the customer.
Using compensation to end a potentially negative interaction on a positive note is ideal for customer retention.
Training your entire team, from HR to managers to frontline workers, on de-escalation techniques can benefit your organization, not just customer service.
These include (but are not limited to):
Different personalities come together to accomplish a common goal and it is inevitable that there will be miscommunications.
You can prevent major conflicts from ruining relationships and damaging your bottom line through de-escalation training.