From the course: De-Escalating Conversations for Customer Service
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Resolve the customer's issue
From the course: De-Escalating Conversations for Customer Service
Resolve the customer's issue
- A key to de-escalation is moving the conversation forward to closure. Moving the conversation forward means you're resolving the issue or you're offering an explanation for what comes next. Resolution is easy when you can fix the problem right then, but for a lot of situations, you'll have to offer an explanation. So we need to look at the best ways to provide an explanation. When you can't do what the customer wants because of policy, try saying something like, we appreciate hearing about your experience, but we cannot compensate you in this matter because the damage is due to normal wear and tear. It's important that you sound confident and assertive when you tell the customer what you can't do. Otherwise, some customers won't take your word as final. They'll push and ask to talk to someone higher up. If you need to explain what happens next, try something like, I've put in your phone unlock request. It usually takes…
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