A live chat customer is frustrated and impatient. How do you ensure active listening?
When a customer is frustrated and impatient, showing you are actively listening can help de-escalate the situation and build trust. Here's how to ensure active listening:
What strategies have you found effective in handling frustrated customers?
A live chat customer is frustrated and impatient. How do you ensure active listening?
When a customer is frustrated and impatient, showing you are actively listening can help de-escalate the situation and build trust. Here's how to ensure active listening:
What strategies have you found effective in handling frustrated customers?
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1. I respond promptly to let the customer know I’m present and attentive by mirroring their concerns, by restating or summarizing their issue. 2. I ask clarifying questions to understand the issue, and once I do, I shift toward resolving it while keeping them involved by keeping them informed throughout the interaction, even during moments when I’m looking into more troubleshooting alternatives.
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1. Acknowledge their frustration and show understanding. 2. Maintain calm, patient tone while responding. 3. Paraphrase their concern to confirm understanding and reassure them.
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