Techniques to diffuse negative feelings

TECHNIQUE USE WHEN A CUSTOMER… EXAMPLES

Empathize “That is frustrating”
Show acceptance, not necessarily Express a concern “I see what you mean”
agreement, for what the customer Expresses a strong feeling “I would feel the same in that situation”
said or experienced Describes a bad experience “No one enjoys waiting”

Apologize Complaints about the “I apologize that ____ happened.”

Express sincere personal regret for the bad organizations “I’m sorry you ran into so much trouble”
experience. If or its individuals
appropriate, apologize on behalf of the organization
without blaming internal service partners.
Appreciate Makes an accommodation “I appreciate your patience – especially after the wait
Show appreciation for customer feedback or Brings a problem to light you’ve had.”
actions that “Thank you for letting me know about this.”
help you understand and resolve the situation
Assure Complains in a forceful or “’I’ll straighten this out.”
Let the customer know you are ready and willing to skeptical way. “I’m here to help.”
help and will personally follow through Is worried and needs “I’ll personally check on this.”
reassurance
Confirm Is worried “It sounds like …”
Check your understanding of what the customer Is complaining “Let me see if I understand…”
said or of what happened Is confused “Here is what I hear
Has provided a lot of (NEVER say “Here is what you are telling me”)
information
Selectively Agree Attacks you, the work group “You make some good points”
Agree with one thing the customer said of organization “You certainly waited patiently.. and now that I am here,
I will handle this so you don’t have to call again…