课程: How to Handle Conflict and Escalations Before They Turn Legal

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Fact-finding helps take the other person out of their emotional state

Fact-finding helps take the other person out of their emotional state

课程: How to Handle Conflict and Escalations Before They Turn Legal

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Fact-finding helps take the other person out of their emotional state

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Fact finding helps take the other person out of their emotional state. Now that you've calmed the other person down and made them feel safe, it's time to get to the facts. Once you're talking to a regulated person, you can ask fair questions to be sure you understand and can get to the right resolution. This is your opportunity to get to the core of the problem and when you may find out that the customer was wrong. I'll tell you an embarrassing story of my own as an example of a well handled escalation. I called my auto leasing company to ask why they charged me for two months extra at the end of my lease. The first customer service representative wasn't very helpful. They tried to explain that it was an accounting issue and that because the accounting was closed, there was nothing I can do. I became angry, of course. The rep listened and after I said I was not satisfied, she transferred me to an escalation specialist. I was ready for a fight, but the escalation specialist started by…

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