DE-ESCALATION TIPS:
In a call center, unhappy customers are part of the job and it shouldn’t be the part you dread. Normally, a customer’s complaint is very valid- Something that you yourself can sympathize with. Take a moment, and put yourself in the customers shoes, on how YOU would feel if this happened to you. Through active listening and problem-solving skills, you can usually turn the customer’s experience around.
The following techniques can help calm the caller, enhance the customer’s experience, and the productiveness of your call.
LISTEN: You can usually determine at the beginning of the call if the customer is upset or angry. It is VERY important to simply listen to them before trying to offer a resolution. The caller may just need to vent his/her frustrations and wants to feel heard. Often times after the caller has had the chance to express his/her concerns they will apologize and thank you for solving their problem by the end of the call.
REMAIN CALM: It’s important to remain calm to prevent the situation from escalating.
- Focus on providing an even tone when speaking, even if the customer continues to lose their temper. Matching their anger with more anger will just infuriate the customer even more.
- REMEMBER the customer isn’t angry at you, but at the situation. You just happen to be the one that picked up the call.
- Put yourself in the customers shoes. How would you feel if this happened to you? Remember the customers feelings are valid. Try to show empathy for how the customer is feeling
- Take a few DEEP breaths before responding. Calm your nerves.
Repeat Information:
When the upset customer has finished sharing their concerns. It’s important to make sure that they feel heard. Show empathy in your response, apologize for what occurred, summarize the main parts of their concern, then provide a resolution. Doing so not only makes the customer feel like their concerns are being heard, but also allows a few minutes for the customer to calm down.
HANG-UP PROTOCOL:
What is Hang-Up Protocol?
Hang-up protocol is typically used when a customer presents with certain language or behaviors that prohibit them from appropriately engaging in conversation with our staff. Hang-up protocol should always be preceded by reasonable efforts to redirect or de-escalate the inappropriate behavior. If the concerning language or behavior persists after attempts to redirect, the agent may then initiate hang-up protocol.
Some examples of when hang-up protocol may be warranted include contacts seeking sexual gratification; those using derogatory or threatening speech, particularly directed toward the agent; disrespecting boundaries and warnings provided by our agents; and other circumstances.
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When should an agent use Hang-Up Protocol?
Hang-up protocol is typically used when a contact presents with certain language or behaviors that prohibit them from appropriately engaging with our staff. Hang-up protocol should always be preceded by reasonable efforts to redirect or de-escalate the inappropriate behavior. If the concerning language or behavior persists after attempts to redirect, the agent may then initiate hang-up protocol.
Some examples of when hang-up protocol may be warranted include contacts seeking sexual gratification; those using derogatory or threatening speech, particularly directed toward the agent; disrespecting boundaries and warnings provided by our agents; and other circumstances.
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Warning Language Before Hang-Up Protocol
Aggressive/offensive/abusive situations:
Please reach out to a supervisor first to explain the situation and gain permission to warn customer.
“I’m unable to tolerate such language. I am happy to keep talking to you in order to assist, but I need to let you know that if you continue to speak in this manner, I may need to end the conversation.”
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Language To Initiate Hang-Up Protocol
Aggressive/abusive situations: “As you’ve been warned, I am unable to continue this conversation given the language that you are using. Thank you.”
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Language to Address Use of Slurs, Cussing, or Threats Directed at the Agent
“I want to keep speaking with you to learn more about how I can best assist you. However, I’m unable to continue this conversation if you are going to continue to use the language that I’ve explicitly asked you not to.”
“I unfortunately have to end our call now, as I’ve asked previously you not to use that language during the conversation.”
If any threats are ever made towards you, our staff or our clients, please notify a supervisor right away!
You DO NOT need to tolerate any hate speech, or threats made towards you or a peer. You can disconnect the call. Please just advise specifically the reason for your disconnect. You can use, "Such behavior/language will not be tolerated. I am ending this call."
