How To De-Escalate a Call
Overview
This is a short overview of how to handle escalations for a fictional company that has call center locations.
Introduction
Escalated calls can be some of the most challenging things one our associates can face. It is important that when faced with a difficult situation like an escalation, our associates know exactly what to do and how to handle themselves. Are you prepared to learn all you can so that you are an effective representative of CompanyCo during some of the more challenging calls?
Escalations: Where do we start?
After listening to some of the examples of escalated callers from your instructor, we hope that you have been paying close attention to how they start and how they were handled. Some customers can be escalated from the very beginning of the call. Others can be escalated as a result of something the agent does or says. Either way, it is important to deescalate the situation, and leave the customer as close to satisfied as we can.
The price of not handling escalations well can be felt in droves. According to human resources technology company HelpShift, "the ability to diffuse tense situations is especially important in an era when frustrated customers have an instant outlet on social media. With the ease and accessibility that exists today when it comes to customers venting their frustration, brands can’t afford to risk a bad outcome. It’s on customer service managers to have the skills to de-escalate situations with proper escalation management before they become PR dings" (HelpShift, 2021) The impact of mishandling this escalation might not only ruin the customer experience, it may also impact the company as a whole quite negatively.
So, to start, it's important to acknowledge that importance. This customer needs to be as pleased as they can be with our company. If we fail in this respect, it may not only reflect poorly on you but on your company. Next, think about what kind of escalation this is. Was the customer angry to open the call? Were they angry because of something that happened during the call?
Next, think of solutions that fit those respective situations. If they were angry at the beginning of the call, there may be something we can do that the customer may be surprised to hear. This may erase their anger. This will be explored further.
Source
What Is Escalation Management. HelpShift. (2021, September 22). Retrieved January 5, 2022, from https://www.helpshift.com/glossary/escalation-management/
Escalations That Start Prior To Call
With these types of escalations, it is vital that we look into what caused the customer to be in an agitated state. For example, it could be that one of our orders sent to the customer was delayed. In this instance, it is important to be generous but also firm to company policy. You could check the company resources on delayed order and what we can do in situations like these. If these are sufficient, great! Say you can offer a refund to their shipping charges. If the customer is happy, then you have handled that situation successfully. (Just be sure to listen to their entire problem before proposing this solution.)
If they are not satisfied with this resolution, you can ask a manager if we can do something more. Put the customer on a brief hold and contact your leadership team. If they approve this extra resolution, you can implement it! Say the customer wants to be refunded a portion of their order. With manager approval, you can do this for the customer and instantly make their day. However, if the manager does not approve, you must be firm with the customer. Be sure to be polite but confident in telling them that the shipping cost resolution is all we can do. Remember to stay true to company policy. If the customer still is not satisfied, you can get in touch with leadership and have them reach out to the customer. After this, your job is done!
Escalations That Happen During The Call
If you have an escalation that occurs during a call because of something you said or did, don't panic! Take the time to listen to the customer and what their concerns are with what happened. Then, address their concern with an apology and a plan to move forward. For example, say you told them the wrong delivery date only to correct yourself. This could set off certain customers. Take the time to listen to their anger first. It is vital to never cut a customer off when they are in an agitated state.
From there, simply tell them that you misspoke and that you can assure them that the delivery will take place on the new date. If this doesn't work for them, get a manager involved! Then, repeat the same process as in the lesson on escalations that happen before calls.
Conclusion
Through this short presentation, we have learned how to handle two different escalation situations. We have also learned how important it is to handle escalations properly as they can often lead to bigger damages than we realize. It is important to know that escalations are not a reflection on you as an employee.
It should also be noted that if you ever have issues after a particularly difficult call, we have a SAP line here at CompanyCo that is free to use for any and all employees. We always have someone here to talk to you and listen. We understand this job can be difficult, but know that you are never at it alone.