What communication techniques are effective in de-escalating tense situations with customers over the phone?
Handling customer service calls can sometimes lead to tense situations. When emotions run high, it's crucial to have techniques at your disposal to de-escalate the situation and ensure a positive outcome. Effective communication is key, and there are specific strategies you can employ to calm an upset customer. By understanding and applying these techniques, you'll be better equipped to turn a potentially negative experience into a demonstration of excellent customer service.