How do you lead difficult customer calls?

Escalations can be difficult because the customer has unsuccessfully tried to resolve the issue and is now irate and impatient. Greet the customer by name, provide your name and title, to assure them you're here to resolve the issue. It's important to use a calming tone and professional voice. Everyone heard this customer, but we must "LISTEN" by taking notes without interruptions, saving questions for later. This is the customers time to vent. We represent the company and shouldn't take it personal. Apologize and use their KEY words to clarify that you understood their concerns, with a smile in your voice to restore their confidence. Start at the "beginning" and never assume; educate the customer, fix the issue and make them loyal.

Don't interrupt the unhappy customer. Let them speak and then when they are finished, actively suggest a solution to the issue.

It’s important to listen to understand what the customer experienced, how it made them feel, and how it affected their goals

Showing earnestness to get the situation resolved is more important than empathy. An angry customer doesn’t want to hear about how it happened to you once, or that it would drive you crazy also…they want to know how, and if, you can help resolve the issue. Express willingness to do everything you can to help the customer get their desired result. This shows your investment in your customer’s best interest, and they remember that!

In my experience in dealing with difficult customers is to use what I call the 5 “P’s”: patience, pleasant tone, politeness, positive affirmations and be a problem solver.

An aggravated customer is not mad at you, they are mad at the problem. You are there to provide assurance and balance, and staying calm, focused, and amiable will lead to swifter results!

Always stay calm and never have a nasty tone when you respond to the customer. When you are not nice in response, the customer will pick up on it and become even more irate at you. Do not give in and be nasty back to the customer, instead be cordial to try and calm the customer down.

One thing I have always told myself when facing such situations is that its not personal and even though the customer might be upset but they are not upset at you. Let them have their turn, be respectful and empathetic. More importantly come across as sincere. Acknowledge that you understand the problem and offer the solutions at hand. Always helps to tell the customer that you are trying to help them in the best possible way you can.

Once you put yourself in the customer's shoes, you will understand why they are being difficult. Then you will listen to resolve than listen to respond

People are social creatures by nature, and we want to collaborate. When you create a neutral and respectful environment even when they are upset, the customer is more likely to respond in a less escalated way than before and will be more willing to take a step back and listen to what you have to say.

Sometimes apologizing right off the bat may only steam an already upset and disappointed customer. In some situations, it may be more profitable to first listen to exactly what the customer has a problem with, then assess the situation as a representative for your company first, but at the same time, an advocate for customer as well. Sometimes, we must stand or we can fall for anything. Customer service does not necessarily mean giving the customer what they want at all times at any given moment. In closing statement I will also add there is always a polite way to say no and at that specific moment lies the opportunity for the up sale depending on your charisma and choice of words. ??

Let the Customer know that you care about the way the feel. Be cordial and patient by listening to their viewpoint. Make sure that they feel important and tell them that you will share the viewpoint with others in your Company to improve Customer Service.

The bottom line is, the customer wants their concerns to be heard and addressed, and if you are on the line with them, you have that responsibility to ensure they feel that way.

Empathy can't be overstated! It has to be done in a way that doesn't seem patronizing and bland. The customer must feel it, and it shows in the tone of voice and choice of words.

After you listen to the Customer in their entire opinion, offer feedback on how you will handle their inquirey. If you are unsure how to handle their complaint, let them know that you will need to call them back by the next business day after discussing the issue with your Supervisor. Always call the Customer back the next day even if you have not resolved the issue to let them know that you are working on a solution.

This is extremely important, as it sets the right expectations. It also gives the customer a chance to recall any other issues that they may want to raise while they have someone’s attention.

Be transparent about what can be accomplished and provide a timeline for resolution. If the issue requires further investigation, communicate the steps you'll take and when the customer can expect updates. After the call, promptly follow up with the customer to ensure that the agreed-upon resolution has been implemented and that they are satisfied. This demonstrates your commitment to their satisfaction.

Take notes on this call for your records. Then if you have another call like this one, you will be able to handle it better the next time.

Listen. Simple, common-sense solutions like actively listening to an issue from a customer, could make the difference between a successfully handled issue and lost business. Don't Take it Personally. Show Empathy. Try to Remain Calm. Offer a Solution & Follow Up.

Modern companies often neglect proper customer service training, leading to a decline in this art. We mistakenly believe past experience equates to proficiency. For millennials and Gen Z, self-service is prevalent: online orders, self-checkouts, etc. This diminishes genuine customer service interactions. As Gen Z enters the workforce, it's essential to understand how they handle customers. Comprehensive training focusing on deescalation techniques and recognizing customer age personalities can enable quicker rapport-building. In my calls, I adapt my approach based on the customer, rapidly earning trust. This adaptability, rooted in understanding customer behavior, is a teachable art.