If executive management refuses to provide a contact phone number, only provides an email but doesn't reply back to angry people in a timely manner or at all; how can we not push with "I"m sorry I can't do anything else for you?" How can we de-escalate and calm people down further even when being regretful to someone screaming at us?
"I realize how frustrating this has been for you. I want to get to the bottom of this just as much as you do." This shows that you care about the customer and the problem they've experienced. The customer is more likely to stay with the employee and not escalate when they feel like the employee cares. More helpful phrases can be found here: myragolden.com/2009/04/20/20-diplomatic-phrases-to-help-you-regain-control-in-7-common-situations-with-difficult-customers/
Very enlightening! Will watch this one several times
Great info! Whoever gave a thumbs down must be disgruntled!
I think so too!
I can see how you are very expert in what you are saying. I really want to be better in customer service and your videos are really helping me.
Very informative I enjoy your videos
Glad to hear it!
If executive management refuses to provide a contact phone number, only provides an email but doesn't reply back to angry people in a timely manner or at all; how can we not push with "I"m sorry I can't do anything else for you?" How can we de-escalate and calm people down further even when being regretful to someone screaming at us?
You're experiencing challenges for sure. You need - and deserve - support from executive management.
I really appreciate your videos. they have helped me a lot. To positive position a negative statement is a challenge. God bless you.
Thank you Marco! Your comment made my afternoon. May God bless you too!
Can you give some examples of non-pushy statements that can preempt a request for a supervisor?
"I realize how frustrating this has been for you. I want to get to the bottom of this just as much as you do." This shows that you care about the customer and the problem they've experienced. The customer is more likely to stay with the employee and not escalate when they feel like the employee cares. More helpful phrases can be found here: myragolden.com/2009/04/20/20-diplomatic-phrases-to-help-you-regain-control-in-7-common-situations-with-difficult-customers/
I WOULD like to make customers calm down, and deescalate a call, but sometimes, even if I do my best, they insist....
Hi, Iris. Customers can be unreasonable and despite your best efforts, sometimes there's really nothing you can do.
Hi Ms. Golden cuold you also include your video how to probe, acknowlwdge, and emphaty statement. Thanks
I really like your view on pushing against customers .. I like to think of it as water flowing on a river i.e the path of least resistance :)
Thank you Simon! I like your perspective of water flowing on a river. That is the perfect analogy.
Nice.... Happy after listening this.thank you