Practice active listening, and demonstrate empathy.Ĥ6% of respondents rated active listening and empathy as the most important de-escalation technique practiced by service reps.

How Consumers React to 5 De-Escalation Techniques + Why They Work ġ. Let's dive into five of the most effective de-escalation techniques, next.

So it's a critical component of long-term customer retention. In other words: People care more about a service rep's behaviors than they do a rep's actions.Īll of which is to say: The way your reps behave when a customer is upset could make-or-break that customers' loyalty. Listening and demonstrating empathy exceeded even 'they offered me a refund, upgrade, or promo code'. What did they do to make the experience positive?' In a recent survey I conducted to 100 consumers across the U.S., 'listening carefully, understanding the problem, and demonstrating empathy' was the most popular response to the question, 'Think of a time when you were upset at a company and customer service helped you have a positive outcome. I didn't necessarily need the rep to give me exactly what I wanted: I just needed to feel heard and understood. But one thing I learned throughout the encounter was how much empathy mattered to me. Now, I'm not blaming this airline, or this service rep.

I wanted a refund, so I waited three hours to speak with a member of their service team, only to hear: 'I'm sorry, ma'am, but there's nothing I can do for you.' Recently, I had an upsetting experience with an airline after dealing with a flight cancellation. Why De-Escalation Matters in Customer Service This can be done through a variety of techniques involving breathing, active listening, asking questions, being compassionate, and the use of body language. De-escalation is a process by which you calm the situation before it gets worse.

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