How can you use communication models to deescalate a difficult customer situation?

I always recommend to my delegates not to say "I understand how you feel" because no 2 people or situations are ever identical and therefore although we may be able to relate to a customer's situation and feelings, we can never truly fully understand how someone else feels. Alternative responses such as "Your frustration is understandable" or "It sounds like this delay has caused a great deal of frustration for you" will come across as more sincere to customers. I've lost count of the number of times I've heard angry customers becoming even angrier and respond with "you don't understand how I feel"

I love the last one-Notify! Many times people stop at the part of resolving the issue but forget to notify the customer or check in if all good. That in my opinion differentiates between good and excellent service.

One thing I have found helpful in deescalating a difficult customer situation is when the customer knows and feels that at lest someone understands and feels his frustration as well. In this case, I would actively listening to his complaints without interrupting to empathize with him. I would then apologize for the inconvenience and take ownership of the situation by taking on a part of the responsibility to ensure the issue is resolved by offering the best available solution and also if it’s beyond me, get assistance from the appropriate team by following up for the customer. One thing I won’t forget is to offer a proactive and transparent communication on the state of the issue. I would thank the customer for his patience once again.

Customer service is an important part Communication lines must be clear about handling any issues of customer We need to listen to the people and understand their needs and give them proper solutions and the customer must be satisfied. But in some situations the customer complaints are not genuine we have to take care of them

The LEARN model is the best way to handle customer complaints and issues, here's why: L - Frustrated customers need to talk. Having someone frustrated explain the situation is cathartic, and it's the best way to triage customer complaints. E - Empathy is imperative. Customers need to feel validated, or else there won't be progress towards resolving their complaint A - This goes along with E. The customer needs to feel heard, and knowing you care and regret the negative experience(s) the customer had is critical. R - You need to fix the issue that was reported. N - Tell them that things are fixed. This will make the customer feel heard. They may not know about the resolution if you don't.

This very much goes along with the LEARN model, and follows the same trend, which is: 1. Let the customer feel heard 2. Show that you care about their bad experience 3. Fix it These steps are the pillar to resolving any customer issues

A customer who feels heard is a happy customer. By adding incentives like what they want or need, they will become loyal to you and even recommend you to friends and family.

Apply the HEAT model by promptly acknowledging and understanding the customer's concerns, expressing genuine regret, and taking swift action to resolve the issue.

It is best to allow the customer to speak. Let them tell you what has gone wrong and express how it has effected them. Listen without interrupting - take notes of the key areas of concern. Once they have finished speaking, show empathy, repeat back what you have understood and ask questions to clarify. Let them see that you have listen to them and understood the issue. Once you have the information, let them know what the next steps you are going to take and what they can expect to happen. If you need to escalate to another area, give the customer a time frame for when you will contact them. Contact them even if you have no update. This shows you are still working on their issue. Never let the customer feel that they must chase you.

The exact model to follow with customers will vary on the problem. Sometimes a model like EASE is necessary to focus more on the concerns of the customer. Using the right model for the right situation is the best way to go. Adaptability is critical in customer support.

To apply the EASE model, focus on Engaging actively with the customer, Acknowledging their concerns, Showing empathy, and finally, Executing a solution promptly to enhance the overall customer experience. This involves a customer-centric approach that prioritizes effective communication and swift problem resolution.

Like the other models, listening is key. Always let the customer share what's on their mind first, and let them explain the situation how THEY see it.

Applying the LAER model involves Listening attentively to the customer, Acknowledging their concerns, Explaining your perspective or the resolution process, and then Resolving the issue promptly to ensure customer satisfaction. By following these steps, you create a structured and empathetic approach to address customer concerns effectively.

It's a practical and adaptable framework, that should be applied particularly in a digital space. In a world where digital interactions are increasingly prevalent, the LAER model serves as a guiding light for businesses and individuals seeking to maintain a genuine and humane connection with their customers. It's about recognizing the human being on the other side of the screen.

The basic formula always applies in customer support: 1. Make the customer feel heard, make them feel better 2. Show you care (apologize, take ownership, etc) 3. Fix the issue 4. Let them know their issue is fixed.

Another great communication model to apply in a difficult customer situation is the PEARLS model. This model focuses on building a positive and empathetic connection with the customer, through Partnership, Empathy, Apology, Respect, Legitimacy, & Support. The PEARLS model emphasizes the importance of treating customers with empathy, respect, and transparency while working collaboratively to resolve issues. It can be particularly effective in managing challenging customer interactions and maintaining a positive customer relationship.

Listening is the key for me. Listen to understand and not to reply. If you can reflect back the issue in a genuine way you have a great springboard. I find that these situations go downhill when the relpy is scripted and ignores the person.