Comment pouvez-vous développer un état d’esprit de service à la clientèle qui donne la priorité à la désescalade?

Customers who are upset want to ensure that they are heard, above all else. Let them vent. Let them tell you why they’re upset. Remember, they’re not mad at YOU, they’re mad at the situation. The best things you can do to avoid escalating is let them get their frustrations out there. Empathize, don’t apologize. (There’s a really good episode of The Office that satirizes the ever apologizing customer service employee quite humorously.) Then take ownership in resolving their concerns. It won’t calm every person down, but a little venting and some empathy with ownership can go a long way.

To understand the customer and help difuse any conflict, the first step is to know yourself. When one understands themselves, knows what their triggers are, they will have everything they need to be able to tap into the customers' needs, emotions, and expectations. One can only listen actively and make rapport when the self is taken out of the ecuation and the focus in on the customer. Once the personal journey is revealed and working towards intergating, One is able to relate to other people at a different level, all the beautiful theory will work and the customer will be attended properly.

Remember, developing a great customer service experience is an ongoing process. Continually evaluate and adapt your strategies based on customer feedback, evolving trends, and industry best practices to stay ahead of the competition and meet customer expectations.

Additionally, always prioritize de-escalation over winning an argument. Redirect the conversation towards finding a resolution rather than proving yourself right. Acknowledge their concerns and offer solutions that align with their needs. Remember, a happy and satisfied customer is more valuable than winning a debate. Developing a mindset that prioritizes de-escalation requires constant practice and self-awareness. It may not always be easy, but by being empathetic, patient, proactive, and focusing on finding solutions, you can build better relationships with your customers and create a positive customer service experience.

Developing a customer service mindset that prioritizes de-escalation is crucial for maintaining positive customer relationships and resolving conflicts effectively. some strategies to foster a customer service mindset focused on de-escalation are Empathy and Active Listening, Stay Calm and Composed, Effective Communication, Conflict Resolution Training, Positive Reinforcement and Recognition, & Encourage Self-Care.

Do unto others as you would have them do to you. Practice humble inquiry and listen closely. Remain positive, respectful, and solution-focused.

At least, if you meet difficulties when try to understand people, search the essence of their needs, they should have a key point of their needs, but sometimes when come in to chaotic situation they can't communicate the needs in a good manner / way. If you can analyze fast of what they really need, then execute them with your perfect effort.

One thing i have always found help that when ever interacting with the customers try to place yourself in their perspective, in customer servce only issue/problem resolution donesnt matter the expereince that an individual face in that timeline matters which makes it very critical to organization.

Conflict resolution between two parties that know their end goal is quite simple. Honest conversation, active listening and being open to compromise or going the extra mile for your customer usually solve an issue. I found that the real challenge is when the customer doesn't know what they want. They ask for 'A' but it is not what they expected it to be. They are becoming more and more frustrated as they don't know how to solve their problem. And that is our job to listen and understand where the real problem is. We should know our product well enough to be able to advise and offer solutions. It is not your clients' job to tell you what to do. It is on you to resolve their problem even if they don't realise they have one.

Understand customer from the perspective of customer-product relationship. Empathetic listening would be key, in the absence of any background information on the customer. Where possible, it will be good to have a customer database , readily available for reference. Giving past data about the customer's experience with the same product will personalize the conversation & the customer is likely to feel inclusive.

Patience is the key and staying calm during a chaotic situation is an art which you develop overtime by tackling tough situation. Maintaining a calm composure and hearing the customers is important. Then taking the ownership to resolve by offering options and solutions. In the end appreciate their feedback.

Agree that staying calm and professional is one of the best ways to get the angry customer to also calm down. I have found that it also helps to get customer to tell you their side of the story, practice active listening, and assure them that the message will be delivered to the leadership team.

Staying calm and professional can be difficult in the heat of the moment. This is why prior preparation and practice will help. Pre-empting the best and worst case reactions from clients, and practising the best possible responses, will help you stay in control. Self regulation is key and should be a part of the organisation's training programmes.

Maintaining your composure and stay calm requires a lot of effort and experience. Different guests react differently depends on the degree of their concerns. The more urgency the concerns and frustrations they want to convey, the higher the composure is required to dissolve a conflict. If necessary, step back and maintain a positive mindset. The customer is not pinpointing at you, but the matter itself.

Recognize and acknowledge those things that may be impacting the customers emotions. Have they had to call multiple times? Was someone supposed to contact them and did not? Is the issue related to their or someone else's health? Validate the customers feelings with phrases like "I realize this is very frustrating, and I would like to resolve this as soon as possible for you." "I'd like to get this resolved quickly so you can start feeling better" Do rather than explain. Often customers have tried to resolve the issue on their own and it hasn't worked. If you can complete a form, update information, or contact a provider, do it for the customer. You can always explain later how they could can do this on their own next time.

A communication 101 habit to develop and call upon is restating what the customer said the problem is (not just THEIR problem, but THE problem. It is now yours also). We don't listen and capture the issue in a CRM because it is company policy. There are far more important benefits. 1.] The customer is listened to and understood. 2.]Especially if they were on hold a long time and had to work through several menus to talk to a human, the customer is assured an attentive professional tuned in, establishing an actual, not just virtual, presence. 3.] The conversation slows down, giving you time to respond to the issue rather than reacting to anyone's emotion. You now have more possibilities to co-create a mutually satisfying solution.

I will keep it simple and share the wisdom of Stephen Covey - Habit 5: Seek First to Understand, Then to Be Understood. Understanding this basic principle, will guide most people towards a valuable customer interaction.

If a conflict is escalating to a point that we know we can't control, it's best to bring a team member or someone from management to mediate the situation, or bring the respective person in charge of the area that needs attention

"Staying calm and professional is the cornerstone of effective communication and decision-making. It signifies a composed demeanor even in high-pressure situations, allowing for clear thinking and rational responses. This approach not only fosters trust and respect but also demonstrates a level of emotional intelligence that is crucial in both personal and professional relationships. It enables you to navigate challenges with grace, ensuring that your actions are guided by reason rather than emotions. Ultimately, staying calm and professional empowers you to make sound judgments, resolve conflicts, and maintain a positive influence on those around you."

"Focusing on solutions is a powerful mindset that empowers individuals and teams to overcome challenges effectively. It involves shifting our attention from dwelling on problems to actively seeking ways to address them. This approach encourages creativity, collaboration, and a proactive attitude. By emphasizing solutions, we not only become more resilient in the face of adversity but also unlock new opportunities for growth and innovation. It enables us to turn setbacks into stepping stones and ultimately leads to more productive, positive outcomes in both personal and professional realms."

This works both professionally and personally. Staying on task and focused on actually solving the problem requires active listening to determine what the real problem is. Once that is identified, all energy and emotion should be focused on solutions to that problem.

We talk about options. There's always a bunch of 'good options' if you try to think hard enough about what the customer stands to gain or lose. What a lot of people forget is to talk about the anti-solutions - the options that come with negative consequences. For your customers to make a decision about where this is going, it can be useful to outline what the "rather not" options are, so that there is a contrasting solution (the not-a-solution). Of course we focus on solutions, but to be persuasive, there may need to be a brief spotlight on the alternative pathways which lead to other outcomes.

We equip police officers with crisis intervention techniques that prioritize de-escalation. These may include techniques for dealing with individuals experiencing mental health crises or those in emotional distress. Officers should also be trained in recognizing signs of customer frustration or distress and employing de-escalation tactics accordingly.

Adding to "Don't argue, deny, or make excuses.", also avoid blame and steer the conversation away from blame if it appears to go that way. When blame comes into the mix, so does an attack and defend attitude. Focusing on the solutions helps keep the conversation in neutral to positive frame.

Sometimes the solution to everyone's problem is to walk away. It is not a popular solution, but it is better than you trying to do something beyond your practice area and disappointing the client further. And it's better for the client who needs the right attention and care. Don't be afraid to offer ending the relationship as a solution. You don't see Starbucks trying to serve a full sit down breakfast, do you? They know thier skill set and where they work best, and so should you.

Yes, following up is a very important step. Even in situations where I had to forward the message to the resolution team, I add a note to copy me when they respond to the customer so I am assured that the customer has been taken care of. I have found that the next time, the same customer has a service issue, they come to me directly even if the issue is not with my team. Even in that instance, I thank them for coming to me and provide them with the contact information for the team or let them know that I will forward it to the correct team.

We talk about achieving closure when the interaction is finishing up. It has two objectives: - leave the person feeling better than when they first met us - set up the relationship so it has a positive foundation for future interactions

Follow up is a key step to ensure the solutions are delivered and the frustrations are handled. If left unaddressed can lead to developing an avalanche and loosing the credibility or the customer itself. Its important all open ends are closed or sealed with proper addressing to either a solution or a diffusion of the unrest which initially caused the conflict.

Always follow-up with the customer, regarding if the problem or whatever they needed was solved or not, they should get an answer back

Follow up and follow through are the cornerstones of success in any endeavor. They demonstrate reliability, commitment, and professionalism. Following up means actively seeking closure or progress after an initial interaction, showing genuine interest and respect for others' time. Following through involves executing promises or commitments made, ensuring that words are backed by actions. Together, they build trust and strengthen relationships, be it in business, or any collaborative effort. Consistent follow up and follow through set a standard of accountability that not only breeds success but also cultivates a culture of reliability and integrity. This is a powerful strategy for achieving goals and earning respect in any sphere of life.

Agree, in addition, we established a feedback loop for officers to review and learn from their interactions. Encourage self-assessment and peer evaluations to identify areas for improvement.

"Learning and improvement are the twin engines that propel us forward in life. Embracing a mindset of continuous growth opens the door to endless possibilities. It's about seeking out new knowledge, honing skills, and refining our understanding of the world. Every experience, whether triumphant or challenging, is an opportunity to learn. Through this process, we not only expand our capabilities but also cultivate resilience and adaptability. Improvement is the natural byproduct of this commitment to learning. It's the bridge between who we are now and who we have the potential to become. So, let us cherish the journey of learning and improvement, for it holds the key to unlocking our fullest potential and achieving greatness."

Implementing scenario-based training. These scenarios should simulate high-stress situations, allowing individuals to practice de-escalation techniques from the lessons learnt.

Allowing the customer to explain and share what their pain points and frustrations are is vital to de-escalating difficult situations. Oftentimes, people just want to be heard and feel validated for their experience. Listening and showing empathy and support goes a long way.

Give time to self reflection. Team reviews / retrospectives help to a certain degree, by giving credibility to the concept, and dedicated time. Try to take it further by making time for quiet reflection on the events and actual interactions. Consider how even people can be triggered by something as small as the sequence something is explained or the tone used when saying a word.

It is usually through customer complaints that most people learn where there are holes in the business. By doing a weekly, monthly, quarterly and annual review of complaints, you will see where you need to improve and can make changes appropriately. Complaints are actually a blessing in disguise.

The key is to balance addressing the immediate issue while creating a positive and memorable experience. Leave the customer feeling satisfied and even delighted by the interaction. Tailoring your approach to the customer’s needs and preferences show you have taken the time to understand them. Going above and beyond exceeds their expectations. Anticipating what they might need or want before they ask shows thoughtfulness and consideration.

A lot of issues arise because of lack of transparency or clarity from the brand side. I think this is a very important factor to consider to start with. Once the customer is clear on what they are getting into, then you anyways have reduced your problems by half.

First thing, before even engaging directly with the customer, is to reduce your own adrenaline-driven “flight or fight” response. Techniques? Shift your response from your amygdala to your pre-frontal cortex: (1) count backward slowly from 10 to 0; (2) pick up a heavy item - not to throw it but to engage your large muscles; (3) breathe slowly & deeply; and/or (4) really genuinely smile. Second thing is to calm down the irate customer: ask them a series of relevant fact-based questions. This similarly shifts their amygdala-driven response to a more thoughtful one. Finally, find something in common with the customer. Or even simply show compassion, asking, “this must have been so frustrating, yeah?”

Customer service is supreme & no business can go on with a poor & pathetic customer service. With experience in many client facing/interacting roles, here are few things I see as "seeds" to develop customer service mindset 1. practice empathy (step into their shoes) 2. apologize for inconvenience (last thing anyone wants after paying for product or service, is inconvenience) 3. listen to understand (hear them completely) 4. rephrase for confirmation (confirm if you understood the issue they raised) 5. assure them of solution (customer service is half how you handle the initial vent of anger) 6. do everything possible & ethical to provide a solution. If there is none, provide alternatives & ask for decision 7. thank them for being a customer

It's not just about meeting expectations; it's about surpassing them and creating exceptional customer experiences. Remember, a team that thrives on unblocking issues is a team that delights customers and propels your service to new heights.

De-escalating conflict begins with curiosity. Stephen Covey calls it "seek first to understand" and the best way to do that is to be curious about others perspective and viewpoint on the issue causing conflict. When we focus on curiosity it allows are defense mechanisms to stay down and emotions remain in a calm state. This opens the door of communication for true dialogue to begin so that everyone can begin to understand the source of the conflict.

It is essential to realise that sometimes you and your customer may not be a personality fit. You don't understand each other and cooperation is not pleasant for either of you. Don't be afraid to ask for help, ask your colleague to take over this client. Try to look for a long-term solution. If you are not fit for each other there is a strong chance that with every project you work on together, you will encounter issues and sooner or later your client will find another company that will be easier for him to cooperate simply because of the personality fit. And I am sure your colleague will appreciate the new opportunity :)