Perfect Phrases for Customer Service
Disengaging is similar to using a time-out. A time-out is used to allow the customer to calm down by giving him or her an opportunity alone. Disengaging does not require the customer to be alone, but relies on the suspension of the conversation for its power.
Distraction This technique is used with angry customers to shift their attention away from their anger and away from expressing their anger at you. It’s designed to break the anger cycle. It works like this: direct the customer’s attention to a physical object with words and with a gesture, so the customer needs to break eye contact with you. Here’s an example:“If you’ll take a look at the computer screen [swivel monitor and point to a specific spot on the monitor], you’ll see that we have your policy expiry date as November 6. That’s where the problem is.” Any physical object—brochures, forms, signs—can be used, but the object should have some relevance to the issue being discussed. Empathy Statements Empathy statements are used as primary responses to any situation where the customer is upset or frustrated or even might become frustrated or angry in the future. They are intended to prove to the customer that you understand his or her emotional state or why he or she is feeling that way.You need not agree with the reason why a customer is angry, but you need to acknowledge that the customer is angry. Here are some examples: ■ ■
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“It seems like you are pretty upset by the delay.” “I know it can be frustrating to have to complete these forms.”