De-Escalation for Agents

Dealing with Emotional Callers

Objectives

Reduce the number of calls that are escalated

Learn new tools to help remain calm during stressful calls

Increase customer satisfaction in escalated situations

Have you heard a customer say this before?

How often do customers ask for a supervisor when you are taking calls?

What do you think are some of the reasons that calls escalate?

“Let me speak to your supervisor!”

Some agents reach out to a supervisor without trying to help the customer first.

The goal is to reduce the number of calls that are escalated to supervisors.

Why is it important to reduce the number of supervisor escalations?

Let me speak to your supervisor!

What if the customer asks for a supervisor at the beginning of the call?◦ Be sure to ask probing questions before getting a

supervisor. Some examples of probing questions:

◦ “Before I get a supervisor for you, can you explain the situation/issue you are having?”

◦ “I can definitely get my supervisor for you but I need to ask you a few questions first, I may be able to help you. What is your account number?”

Chances are you can assist the customer without the help of a supervisor!

Let me speak to your supervisor!

In pairs, role play the following scenario:◦ Customer asks for a supervisor immediately

following the call opening statement. The customer says in an angry tone of voice “I am so angry, just let me talk to your supervisor!”

◦ Remember to use probing questions to find out what the problem/issue is.

Role Play – Asking Questions

What kinds of questions did you use?◦ Open ended◦ Close ended◦ Probing

Role Play – Asking Questions

What does it mean when we say a caller is “irate”?◦ Loud voice (shouting)◦ Use of inappropriate or abusive language

Identifying an Irate Caller

Keep your own emotions under control before trying to resolve the issue.◦ Take a deep breath and count to five.

Body language speaks volumes.◦ Are your shoulders tensed? Teeth clenched? How

is your posture?◦ Sit up straight, relax your shoulders and unclench

your jaw- it will help you stay calm and think rationally!

Keep Calm and Don’t Take it Personally

This exercise will show how body language can affect your tone of voice.

Say “Thank you for calling, how may I help you?” while displaying the following body language:1. Slouched down in your chair2. With clenched teeth3. Sitting up straight with a smile

Body Language Exercise

Keep in mind that the customer is not upset with YOU, they are upset with the situation.

It is not acceptable under any circumstances to raise your voice, argue, or use strong language with a customer.

If you are overwhelmed or feel personally threatened during the call, please do contact a Team Leader for help.

Keep Calm and Don’t Take it Personally

You’re relaxed, sitting comfortably and as cool as a cucumber.

That is great …Except the customer is still freaking out!

How do you get the customer to calm down and listen to your resolution?

What’s next?

Use the customer’s name.◦ 2 – 3 times maximum or it becomes irritating.

Speak in a soft and calm voice. Use empathy statements to make a connection

- this helps the customer understand that you are a real and caring person.◦ “I understand how frustrating this must be for you

John, I would be frustrated too if I were in your shoes.”

◦ “I can see that you are upset Jane and I take this very seriously too.”

What’s next?

Another step in building confidence with your customer is to reassure them that you are the right person to talk to.◦ “I am sorry that you are not happy with your

service and I assure you that I’ll find the best solution for you today.”

◦ “Give me a chance to turn this into a positive experience for you Jane, I assure you I’ll do my best to fix your problem!”

Let me speak to your supervisor!

Ask the customer what they would like as a solution.◦ Sometimes the customer is so caught up in

complaining that they haven’t thought of what compensation they want.

◦ “I can get my supervisor for you John, but before I do could you tell me what you would like to see happen?”

◦ You may already have the authorization to approve what they are asking for!

Let me speak to your supervisor!

If the customer is still asking for a supervisor after all that, get them one.

Ensure you have all the required information ready for your supervisor so they can resolve the issue quickly.

Information should include:◦ Account # (if applicable)◦ Customer’s name◦ Description of the problem◦ What the customer wants◦ Any other relevant info

Let me speak to your supervisor!

In pairs, role play the following scenario:◦ Customer asks for a supervisor immediately

following the call opening statement. The customer says in an angry tone of voice “I am so angry, just let me talk to your supervisor!”

◦ The customer has been charged twice for one item they ordered.

◦ You are able to resolve the issue by refunding the account.

Role Play – Putting it all together

What empathy and assurance statements did you use?

Did you ask the customer what resolution they want?

Role Play – Putting it all together

Reduce the Number of Escalated Calls Make sure you are prepared before getting

a supervisor by asking the customer probing questions.

Use Assurance Statements to let the customer know that you are the right person to help them.

Review

Increase Customer Satisfaction Stay calm and collected. Be mindful of your body language. Use Empathy Statements to show the

customer that you care about their problem. Ask the customer what resolution they

want.

Review

Before handing the call to a supervisor make sure you have the following information:

Account # (if applicable) Customer’s name Description of the problem What the customer wants Any other relevant info

Review

Questions?