From the course: De-Escalating Conversations for Customer Service
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Recognize the customer's emotions
From the course: De-Escalating Conversations for Customer Service
Recognize the customer's emotions
- I was trying to check in for my flight on my phone. I was able to get one boarding pass, but not the other. After several failed attempts, I called the airline and explained my problem. The employee reassured me, "Ms. Golden, this is a system error. You're checked in all the way through to Tulsa. I don't want you to worry at all. Your flight is confirmed and you're checked in. You have a few options for getting your boarding pass." She gave me the options, and then she said, "But I want you to know it's all good. You're confirmed and checked in." "I don't want you to worry at all," was precisely the thing to say to me. The employee zeroed in on my concern, that my flight wasn't confirmed, and she recognized my fear and put me at ease. This understanding kept me from any need to feel anxious or to vent. Her recognition focused the call and helped move it to closure. When you acknowledge a customer's emotions, you…
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