How to handle an Escalation

A note out managing escalations.  The best measure is to prevent them from happening in the first place.  In the past few weeks, I've talked about communication and how important that is.  This is also important here.  Think of what the customers are feeling.  A calm voice from a TSE can go a long way in helping to resolve customer issues.

A calming voice that listens first and also shows empathy does wonders settling people down.  I've managed people in the customer service field for more than a quarter century, so I've learned it's not easy for CSEs to stay calm on the phone when a customer is upset.  Through all these years I remind teams some of the best practices we all should use when talking to upset customers.

As refresher for this message, I put together these seven tips for handling an escalated customer call:

1. Empathize and apologize. Here is one that I feel is most important.  Let the customer know that you see there concerns with statements such as: “Mr. Jones, I can see how frustrated you are by what has happened. I apologize for the inconvenience.”  Let them know that you will support them through this and make sure you will get all the right resources.
2. Recognize that upset callers are often distressed, angry, anxious or afraid. Customers want to be heard, so be sure to listen to the customer and don’t interrupt while you gather information that will enable you to resolve the problem.
3. People often speak loudly to emphasize their words and to stress their displeasure. A caller who is speaking loudly is not necessarily yelling. Do not match the tone or volume of the customer’s voice. You may be viewed as rude and inconsiderate
4. Use your calm, assuring voice to calm the customer. Do not tell an angry customer to calm down. This most likely will agitate the customer–like adding fuel to a fire.
5. Don’t take it personally. Remember the customer is upset about the problem at hand and is not necessarily angry with you.
6. Don’t let the customer push your buttons or rattle your chain. Angry customers may use words or phrases that may be hurtful or insulting. Take deep cleansing breaths, choose your words carefully and maintain an even tone and professional demeanor.  (I did say they were right here, but understand they are angry.)
7.  Come up with a resolution and communicate it to the customer. Be sure to follow through with your promise or action plan.

Try to think of these tactics.