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De-Escalating for Success!
Stephanie Aponte, Director of Constituent Services with
the Governor's Office, visited headquarters recently to
provide training for 46 Contact Center Agents. Everyone
learned something valuable to help manage the high
volume of customer concerns.
De-Escalation Techniques for Angry Customers
1. Keep calm and carry on.
2. Listen to the customer's frustration.
3. Pick your words wisely and consider de-escalation
phrases.
4. Apologize.
5. Suggest realistic steps for resolution.
6. Don't make promises you cant keep.
