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How can you validate a customer's feelings to prevent conflicts?

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When you work in customer support, you deal with all kinds of emotions from your customers. Some are happy, some are frustrated, some are angry, and some are just plain confused. How you respond to their feelings can make a big difference in how you resolve their issues and prevent conflicts. In this article, we'll show you how to validate a customer's feelings, why it's important, and what to avoid when doing so.

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1 What is validation?

Validation is the act of acknowledging and accepting a customer's feelings, without judging, dismissing, or minimizing them. It's not the same as agreeing with their opinions or actions, but rather showing empathy and understanding for their perspective. Validation can help you build rapport, trust, and loyalty with your customers, as well as reduce their negative emotions and defensiveness.

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Muhammad Waleed Nisar (CIPP/CIPM)

(Certified International Procurement Professional/Manager) Document Controller/Admin @ Arabian Wood Industries | Business Administration, HR Management & Procurement + Driving License(Manual-UAE)
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The politeness and kindness towards customers feeling consistently, throughout in conversation with the customer, is a best way to prevent conflicts.

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Elizabeth Santiago

Ejecutivo Comercial de Partners
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Trabajo como Ejecutivo Comercial en una empresa de servicios, los clientes nos buscan para solucionar los problemas que presentan y claramante no estan felices pero si logramos comunicarles y trasmitirles tranquilidad y confianza con escucha activa mientras buscamos la solución, lograremos cambiar chip con el que iniciaron la llamada para concluirla con una imagen de quién los apoyo en una situación complicada.

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2 How to validate a customer's feelings

Validation of a customer's feelings is an important aspect of communication, and there are numerous ways to do it. To start, use active listening skills such as paraphrasing, summarizing, and asking open-ended questions to show that you're paying attention. Additionally, use positive and supportive language, like "I appreciate your feedback" or "I can see why you feel that way". Non-verbal cues such as nodding, smiling, or mirroring expressions can also be used to convey warmth and sincerity. If you're communicating via chat or email, adding emojis or exclamation points can add emotion and personality to your messages. Finally, use validation statements like "That makes sense" or "You have every right to feel that way" to acknowledge and affirm their feelings. Avoid using "but" or "however", as they can negate your validation.

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Abisoye Oyebade

Project Manager| Workflow Automation Expert| Customer Support
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To do this, you need to use active listening skills to show that you're paying attention. Also use positive and supportive language like 'I can understand why you feel that way.

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3 Why validation is important

Validation is essential in customer support as it can help to achieve a variety of goals. It can reduce the intensity and duration of negative emotions, such as anger or sadness, by making the customer feel heard and understood. It can also increase the likelihood of cooperation and compliance, by making the customer feel respected and valued. Furthermore, it can enhance the customer's satisfaction and loyalty, by making them feel appreciated and cared for. Additionally, validation can prevent or resolve conflicts, by making the customer feel less defensive and more open to suggestions and solutions.

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Zubeir Said

Founding Customer Experience - Valley | Ex-AuditBoard | Startup Veteran | Crazy About Customers
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Give the customer your full attention. Reflect back what the customer has said to show that you have understood their issue correctly. Express Empathy.

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4 What to avoid when validating a customer's feelings

Validation is a powerful tool in customer support, but it can easily backfire if not done correctly or authentically. To avoid making mistakes, don't be too vague or overdo it, as this can make the validation seem disingenuous or patronizing. Additionally, invalidating or challenging their feelings can make them feel worse, so try to avoid saying anything that could be perceived as dismissive. Similarly, offering unsolicited advice or solutions can make them feel ignored and should be avoided. Finally, taking their feelings personally or getting defensive will only serve to escalate the conflict and damage the relationship, so it's best to remain level-headed and understanding.

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5 How to practice validation skills

Validation skills are not something that can be mastered overnight, but rather something that can be improved over time with practice and feedback. To practice these skills in customer support, try reviewing past interactions to identify how you did well and what could be improved. Ask for feedback from peers, managers, or mentors on how you validate customers' feelings. Role-play scenarios with colleagues or friends to practice validating different types of feelings and situations. Additionally, learn from other customer support professionals who are good at validating customers' feelings by reading their blogs, watching their videos, or listening to their podcasts. Validation is an essential skill in customer support that can help prevent conflicts and create positive customer experiences. By validating your customers' feelings, you demonstrate that you care and understand them and are there to help. Apply the tips and techniques shared here and observe how validation can transform your customer support interactions.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you validate a customer's feelings to prevent conflicts?

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4

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1 What is validation?

2 How to validate a customer's feelings

3 Why validation is important

4 What to avoid when validating a customer's feelings

5 How to practice validation skills

6 Here’s what else to consider

Customer Support

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How can you validate a customer's feelings to prevent conflicts?

1

2

3

4

5

6

1 What is validation?

2 How to validate a customer's feelings

3 Why validation is important

4 What to avoid when validating a customer's feelings

5 How to practice validation skills

6 Here’s what else to consider

Customer Support

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