De-Escalation

After the customer has given After the customer has givencontrol and you'vecontrol and you'veasked your questions,asked your questions,display ownershipdisplay ownershipwhile empathizing. This sounds like:while empathizing. This sounds like:"I'm an expert with resolution, while"I'm an expert with resolution, whileyour issue is unique, we can resolveyour issue is unique, we can resolveit by xxx. I'm sorry about this setit by xxx. I'm sorry about this setback, but would this help you?"back, but would this help you?"

1.Active ListeningRepeat or rephrase what the customer shares.This sounds like: "Let me see if I understand you're issue, you're saying..."

Created by Brooke Arent

Recap the resolution Recap the resolution you have set with you have set with the customer, give a the customer, give a deadline if possible, then deadline if possible, then end the call. end the call. This sounds like:This sounds like:"I'm sorry this happened but "I'm sorry this happened but I'm glad we were able to I'm glad we were able to resolve your issue by xxx. resolve your issue by xxx. You should see the correction You should see the correction by xxx. If not, please contact me at by xxx. If not, please contact me at xxxx. I hope you have a great day." xxxx. I hope you have a great day."