Dealing with a customer escalation
The reason I have chosen this tip is because when I was monitoring calls during my career and providing coaching support to managers, I often heard managers take over a customer escalation by asking the customer ‘How can I help?’.
This results in frustration and sometimes anger when a customer feels they have to repeat their situation, which they’ve already relayed to a team member
Watch my video to find out more
Go on I’m sure you have 30 secs to spare
I’d really love to hear from anyone who has tried any of the tips so far and whether they worked for you
Have you used them in team meetings to encourage discussion and debate?