How to De-escalate Calls with Angry or Agitated Customers

This video is about How to De-escalate
This video is part of our Customer Service Online Learning: www.myragolden.com/masterclass

[@doitdoit250]

I've been applying these techniques and they have been saving me massive headaches. Thank you.

[@jdrive1664]

These techniques are quite helpful but they're not always applicable. Customer service, especially over the phone, is a revolving door of people and we can't assume that every customer is going to respond the same way. People are much more rude, abrasive, and will do things they wouldn't do in person over the phone. The fact that your coworker never let a customer go past her is honestly quite astounding but, it's because the customer already felt like they were as high up the ladder as they could go. I have taken supervisor calls and they've gone very well but, there will always be calls that no body can handle. It's not the fault of the agent or company but, there are some calls that cannot be properly handled by any stretch of behavioral techniques.

[@sarapinkandpurple]

Yes! This is such a great point!

[@tellmesomething82774]

Thanks for this.

[@christastewart6953]

Agreed. Most people don't actually want to speak to the President, they just want to speak to another person who listens to them.

[@silentlamont]

​@@christastewart6953 No they want to speak to someone who will give them what they want.

[@jimmbobb]

Hats off to you and Lygia (sp?)!! I did call center work for 12 years. I had lots of little tricks I'd use to deescalate, but when there are policies in place working against you...

[@michaeldove6047]

This video dramatically helped when I started taking escalated calls for agents in on the job training. Now as a regular agent I MIGHT let an escalation get thru me every 6 months or so

[@myragolden]

Oh, wow, Michael! It makes my day to read this! Thanks for sharing!

[@kevinalimoraleslopez6956]

interesting! love it, I work for a company where everything is about empathy due to we offer cable, phone and internet services, and when a customer has not his/her services working, is understandable how upset he/she is, and it is though use the right word to let the customer I want to help even though customer might have again the same.issue and probably will call back again.. this is really helpful I'm gonna start using the U.S.A method ....thank you very much

[@eggsykingsman4777]

Thanks Myra! You are a great help! 😊

[@morigill5214]

Thank you for these helpful videos!!!

[@inkhotel]

I love your speaking style & content!

[@TheDoctor2007]

Fantastic video, Molto bene! Keep up the great work. -Allons-y! Thx again for the help getting advice on customer service since I work in a kids indoor playground. And have to ask parents to wear socks if they want to go on the playground or be in our toddler area

[@tonyawilson8146]

Hello! I have found your videos, thankfully, via my new job at adt. Your videos are suggested to us at some point in our training. I am going to watch as many of your videos as I need to. Its already been very helpful for me.... thank you!!!

[@myragolden]

Best of luck!

[@j.t.8685]

Very helpful video! Just got a new job as a customer service phone rep and this video was exactly what I was looking for

[@myragolden]

Hi J.T. I'm glad you found my channel! And I certainly hope the new job is going very well.

[@sarapinkandpurple]

Thank you for this. I work in the call center at a community college in the advising department. I’ve dealt with some really difficult and angry students. More so than when I worked at Bath and Body Works. It’s hard and to not take it personally since they aren’t mad at me but at the school. I want to help students but don’t know if a customer service role is what I was made for. I understand I’ll be dealing with difficult students in any role but it seems like they’re frustration gets taken on us. Sometimes they don’t read things or do things late. The good thing is we have to make notes so it does help to see who the student spoke to and what was said. I will definitely use these tips.

[@myragolden]

So glad to know my tips are helpful!

[@gloriap3531]

Hey, Myra. I just started at a telephone banking center. I've already had multiple escalated calls. I'm not that great at de escalating calls and half of the reason is because I still feel uncomfortable with my job. I still do not understand a lot of the material. I'm struggling with confidence in general and my customers hear that. Any advice?

[@myragolden]

The longer you do this new job, the more knowledge you'll gain and this knowledge will give you confidence. Your daily interactions with customers will give you opportunities to try new things and you'll learn from approaches that didn't work. Your peers and supervisors will be of help too and I promise, in time, you'll naturally get better. Here are some phrases that might help de-escalate you as you learn: myragolden.com/2009/04/20/20-diplomatic-phrases-to-help-you-regain-control-in-7-common-situations-with-difficult-customers/

[@itdoesanimation]

I’m watching these videos for an angry family member that yells. If I say something that tells them “no” they just get even more angry. I don’t know what to do. Regular customer service type answers don’t work. I can’t just hang up. There is no phone in my situation.

[@preemiediariesph]

Hi thank you for sharing this is very helpful

[@d12kiem7]

I feel like this can help in many situations not just customer service. Customer service is an underrated skill that has many real life applications.

[@myragolden]

I agree entirely! Thanks so much!

[@meeka3312]

Fab video thank you!

[@danfredrickson6653]

This is good advice, luckily, my approach not too different. Now, with my job I have more needy and entitled people and being of reason and support is not enough. Following these steps I've actually been asked if thats "all I can do" as I get silence and distrust. Especially when it comes to money and refunds customers want blood.

[@kevinbarahonacardena]

Thanks for all this Myra y really appreciate it.

[@myragolden]

You are so welcome!

[@rosettazorkpo8894]

Awesome presentation ❤

[@windyhicks3319]

Thank you

[@ayalliville]

Hi Mayra, thanks for the videos, i have been working for 6 month in a call center and I'm so tired of this job and im struggling in it each and every day, i don't know what to do, and i wanna know if I'm like that shall i continue or leave it as I'm not fit for this job.

[@hobisangel1378]

me too, i really felt so stressed

[@marygrace7499]

This is so helpful

[@iWillFightYouInComments]

Thank god i dont have to deal with these but its not a problem for me though. Barely take calls but i actually do the same thing, acting as im on the client's shoe.

[@glendabasibas3492]

this is our topic today, very helpful..thank you for sharing

[@myragolden]

Glad it was helpful!

[@joeyjoe2463]

When in doubt transfer out !! Let a supervisor handle that headache that’s why they get paid more lol. And just move on to your next call.

[@melissaromero5507]

Ed Gar not all the time they don’t

[@OG_Bap]

I’m the last point of escalation, so that wouldn’t work in my case.

[@Mars-jq3qp]

Great vid

[@mslee227]

Its because you are a very well spoken women . Ive been in the customer service (call centre) for years and I have done very well ... so have you been promoted/ as you should be doing even some parts of the training process if not I would speak to someone about that if you arent already doing so

[@myragolden]

Hi Manndi! Thank you so much for your nice comments. I actually left the call center field about 16 years ago and I now work on my own as a trainer and consultant in customer service. Continued success to you Manndi. What a pretty name. :-)

[@46foryounger]

Great video😁✨ty❤️

[@mymercyembracesallthingsqu7124]

Hello Myra, I watched your 6 effective way to back down a difficult cust and I like it. If you 've something simmilar, kindly share it with me

[@myragolden]

Thanks so much for watching! I don't have anything similar at this time....but, keep watching!

[@mymercyembracesallthingsqu7124]

With pleasure !

[@ElSonrix]

Amazing! Thank you for clarifying my mind

[@myragolden]

You're so welcome!

[@luisagalvezdediosoracion7219]

Thanks

[@joshuam9839]

It good to know about a short word called USA which has everything... I may use the same phrase to my junior workers ...

[@reginebautista1316]

Hi Myra, how do you respond to customer who ask for supervisor because she/he doesn't like your accent? I'm a Filipino and I'm really working to minimize my accent but of course it takes a lot of practice

[@mymercyembracesallthingsqu7124]

Regine Bautista Hello Regine, I 've read your dtatement and I don't think that's a smart Idea to change your accent because we can never satisfy each and everybody though. There should always be a difference among people. Nevertheless, your accent, language are basicparts of your personality. Please never carbon copy to satisfy anybody. Our differences make the best sense. We should make efforts to satisfy the Creator of Heavens and earth.

[@brighteyes6585]

I understand how that would feel, I'm on the opposite side of that issue. It is never personal, but people can get so mean when they don't understand what the other is saying. In my case, I was saying "I'm so sorry for not understanding you, I just have a hard time hearing it with a different accent." You can try to slow down from speed you use, and make sure you keep words separate. Depends on your work policy or script... Avoid big blocks, maybe break into phrases. Imagine, if you had to eat a huge steak, it's better to cut it apart, don't try to take in the whole thing at once.

[@brighteyes6585]

Just looked at age of post, 2 yrs ago... But I hope that helps someone else :)

[@michaelracelis7978]

Medyo challenging pero positive scripting lng kapag d na kaya e si Sup na..

[@annieflores891]

I had the same issue when working for a cs position. I am hispanic and have a deep accent. A customer called and said. I need to speak with someone from America not from India.... I don’t know why some people are super rude

[@shinobi6]

Wow thank you for your tips

[@myragolden]

My pleasure 😊

[@theconfusedphilosopher4724]

The problem with these methods is it assumes rationality on the part of the customer. In my experience, the majority of irate people are either mentally ill or simply sociopathic jerks who are impervious to any de-escalation techniques.

[@myragolden]

I do see your point. :)

[@joseo.1127]

If im not mistaken i saw you in a vídeo for a walmart training

[@myragolden]

Yes, I've done training for Walmart. Thanks for noticing.

[@kate-pp7wx]

How do I empathize with a younger sibling when I'm being attacked, ridiculed, put down, and disrespected? I know thaat it's the anger talking, but in that moment, I'm stuck because physical abuse has come into play as well when she feels unheard, unappreciated, and not listened to. So, how can I help and listen to someone who has bullied, manipulated, and gaslighted me in both the past and the present? Doesn't that put me in danger? Thanks for your help!

[@myragolden]

Hi, Rogue. Here's a video on empathy that may help you: kzbin.info/www/bejne/a56ae4qfi6irbc0

[@kate-pp7wx]

@@myragolden thank you this link for empathy that you mentioned above helps with customers and family members who are willing to listen and able to listen. But, it does not help with other customers and a sibling who is unwilling and unable to listen when I’m being stonewalled and given the silent treatment. Perhaps, some time, distance, and space is needed instead of time, energy, and effort.

[@robincoley8049]

I love this... I'm putting together a de-escalation and will be using U.S. A.

[@carrotsan9940]

It took half the video to get to the summary of the 3 points... Should use that in the first few 5s to get viewer's attention.

[@markuchiha7737]

it's not easy

[@idonthavetime2think4fancyn99]

New subscriber

[@myragolden]

Thanks for subbing!!!!

[@anticemetric]

A decent call centre rep would not let a manger take an esco. I always used to say “my mangers are in a conference for the next hour” “can I get on to call you back” it always works like a charm as they had to wait 10 minutes to get through. Man people just want shit resolved

[@myragolden]

I see your point here.

[@parler8698]

Can you help me speak to the President of the company?

[@myragolden]

Here's a great video for what to say when a customer wants to speak to the president. kzbin.info/www/bejne/npLbpKtvgLSZn5o

[@maff_cr]

Need help with chats 😪

[@myragolden]

Hi there! I have a few videos on this channel for managing chat. Do a search on "chat" on my channel. Can you tell me what you're struggling with in chat interactions?

[@maff_cr]

@@myragolden when they ask for things we cannot provide, or when they are in a hurry but we need time to do research. This week I was told by the client: can you write as quick as I do? Please wake me up once you are ready. I was told this just a the beginning of the chat. It made me feel insecure, also when they ask to have everything resolved immediately but we need to go over a process for example when trouble shooting. 😔😔😔 I really need the job, but these customers are just so.... and our metrics, bonuses... you know.

[@shinobi1kenobi75]

Ieeeeey!!!

[@nivthompson5151]

Hilom!!!!!

[@alfievillarin3554]

Hahaha atay kay ni sila demanding kaayo.. kada lihok sup call

[@JB-qw2fw]

I think I know Ligea. We worked together for some time.

[@myragolden]

Oh my gosh! Ligea had been on my mind and I picked up the phone to call her and we spoke for the first time in more than 10 years.

[@JB-qw2fw]

@@myragolden I worked at thrifty in customer care and she was my coworker. Such fond memories of her.

[@silentlamont]

Sounds like customer service people need to be paid a lot more money.

[@RehmanKhan930]

Too slow and repetitive

[@gustavbohner7123]

KeinDeutsch

[@FunkyKitty19]

This is so helpful

[@reginebautista1316]

Hi Myra, how do you respond to customer who ask for supervisor because she/he doesn't like your accent? I'm a Filipino and I'm really working to minimize my accent but of course it takes a lot of practice

[@lemonchiax]

I have been living in the UK for over 10 years since I was 14 and people still point out my accent. I think rather than working on your accent, work on your explanations and clarity instead.

[@markuchiha7737]

tooott

[@justnobody07.]

@@markuchiha7737 hey

[@GaryHField]

Ma'am, I'm also Filipino. Are you Tagalog or Visayan?

[@nilakshandissanayake1379]

It's funny when customers say I have different accents. Some of them say the following countries: UK, Germany, India, the Philippines, Mexico. None of them have a consensus on my accent. It was also very funny when once a customer told me "ah finally I get someone from USA" when actually I was not born there. I guess it's cause I've never been in one place too long and dealt with numerous nationalities all my life. I enjoy letting customers guess where I'm from. It's a small world after all.