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3 Techniques to Deescalate Phone Calls

If you work in a call center, you’ve likely received a phone call from your fair share of escalated or disgruntled callers. Or perhaps you are interested in a career in customer service, but are put off by the prospect of having to converse with the occasional upset individual. This is bound to happen; it simply comes with the territory of working in a call center or other customer service position. The good news is that there are proven ways to deescalate upset callers. Below are three techniques we use at Telerep to deescalate callers.

3 Techniques to Deescalate Phone Calls

If you work in a call center, you’ve likely received a phone call from your fair share of disgruntled callers. Here are a few proven methods of deescalation.

Remain Calm

This one is easier said than done, but maintaining a calm demeanor yourself is absolutely essential to deescalating someone. Over time, you will learn to disassociate from the caller’s emotions. If this is something you struggle with, you should remember not to take the caller’s anger personally. In all likelihood, they are upset about something else. While it is unfortunate that their anger can come out on you, remind yourself that these emotions will pass, and that the situation will eventually be resolved. Providing excellent customer service is impossible if you do not remain calm yourself.

Repeat What the Caller Is Saying

Often, in addition to a solution to their problem, what an angry customer really wants is to be heard. Your role as a customer service representative is to listen to them. One helpful tip to prove that you are listening and empathizing is to repeat what they are saying back to them. This simple technique can go a long way toward assuaging the customer’s emotions. You should make every effort possible to deescalate the caller before bringing in a manager or supervisor. In addition to signaling that you empathize with them, this trick can also help to work out any issues with misunderstanding and to get their problem properly resolved.

Follow Up

As a call center representative, following up with the customer after their situation has been resolved can be greatly appreciated. It is best to do so within five business days. You might find that after a couple of days have passed and the situation has been resolved, the escalated emotions of the caller have subsided as well. This is your perfect opportunity to ensure that the customer is satisfied, and perhaps to extend an apology for the troubling situation that occurred. You may even receive an apology in return.

Contact TeleRep Today!

If you are ready to install a call center service for your business, TeleRep is here to help. If you still have more questions, our trained professionals are ready to answer them. We know how important customer feedback is to you and your business, so let them know that you care with an answering service. To learn how TeleRep can help you today, visit us online or give us a call at 1-800-638-2000. To keep up with our work and to see what we have been up to, be sure to follow us on FacebookTwitterLinkedIn, and Pinterest.

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