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

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Gather facts with nonjudgmental questions

Gather facts with nonjudgmental questions

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

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Gather facts with nonjudgmental questions

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Gather facts with non-judgmental questions. As you confirm facts, write down what the other person says. Taking notes not only helps you avoid jumping to conclusions during the discussion, but also gives you something to pass along if the escalation goes to someone else. Be sure you ask questions and write or type the facts as they speak so that you can get the facts straight. That way, if the escalation is passed along to someone else, they have a clear picture of what's happened and can pick it up seamlessly. Carefully navigate any facts that appear to be against the customer's position. Don't use favorable facts to rush to a resolution. Just ask questions with true curiosity and gather all possible information. Once they're emotionally regulated, they may realize that they were wrong. Don't use facts in your favor to present arguments at this point, but do gather facts. If you begin to sense that you or your company really dropped the ball and the facts are bad, you can certainly…

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