7 Defusing techniques
Defusing angry Customers
Show acceptance not necessarily agreement for what the customer said or experienced.
Express sincere personal regret for the bad experience. If appropriate apologize on behalf of the organization without blaming anyone
Show appreciation for customer feedback or actions that help you understand and resolve the situation.
Let the customer know you are ready and willing to help and will personally follow through
Check your understanding of what the customer said or what actually happened.
Agree with at least one thing the customer said.
Make statements that let the customer know that certain words or behaviors are beyond the limits of cooperative or productive business conversation (always use positive supportive tone of voice)
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