Using the Broken Record Technique to Calm Customer Emotions
Neville Beardsmore shares a 3 step process to calm customer emotions on telephone calls
Don’t admit incompetence
One pet hate of mine is people making excuses about their incompetence. I think this is a challenging subject to grasp in this country, whether it’s our modesty or fear of getting something wrong that we feel we should make excuses for our lack of knowledge or incompetence.
Avoid the insincere apology
Empathy is one of the hardest skills to master in customer service and just having the words to say aren’t enough, you need to select the right opportunity as well
Treat your customer as they would like to be treated
Training in how to provide excellent customer service must give staff the skills to control their natural instinct of defence, and show them how to use empathy and reassurance statements to build rapport with their customers.