How to De-escalate a Call

Inevitably, every business will receive a phone call from an upset customer. These calls can be difficult to handle because callers can be rude, difficult, or have unreasonable demands. However, there are a few customer service techniques that employees can use in order to successfully de-escalate a call.

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Why De-Escalating Angry Callers Matters?

In 2018, Forbes reported that poor customer service cost businesses up to $75 billion a year. Customers want to connect with a business that demonstrates a sincere desire to help. When they don’t, they’re more likely to abandon your business for a competitor. By providing expert phone answering service, you can encourage repeat business, and ultimately boost your bottom line.

Call De-Escalation Techniques from the Experts

“The call can go really downhill if they’re not very sharp on their customer service skills,” says Anserve Quality Assurance Coordinator Noelia Sarmiento of call agents. The most important thing to remember when de-escalating a customer service call is to not make any false promises. Inform the customer of actions that you can do – not things that you cannot do. Additionally, make sure you listen to the caller and acknowledge their problem. Empathize with them and let them know that you understand their frustration. Finally, don’t make promises, but inform them of the steps you are taking to address their issues.

• Stay Calm and Composed – Maintain a calm tone of voice on the phone to influence the caller’s emotions positively. Your composure reassures them that the situation is manageable, helping to defuse tension.
• Use Empathetic Language – Utilize empathetic phrases like “I understand how frustrating this is for you” to validate the caller’s feelings. This fosters trust and comfort, encouraging a more productive conversation.
• Acknowledge the Caller’s Concerns – Acknowledge the caller’s issues without being defensive. Statements such as “I appreciate you bringing this to my attention” show that you value their concerns, allowing for a constructive dialogue.
• Ask Open-Ended Questions – Engage the caller with open-ended questions like “Can you tell me more about what happened?” This helps gather information and makes them feel involved in finding a solution.
• Offer Solutions, Not Excuses – Focus on providing practical solutions rather than excuses. Phrasing like “Here’s how I can help you” emphasizes your commitment to resolving their issue.
• Set Boundaries – Establish professional boundaries if the caller becomes abusive, using respectful language like “I want to help, but we need to keep this conversation respectful.” This maintains professionalism while encouraging a productive exchange.

Implementing these strategies can lead to more effective de-escalation and improved customer satisfaction.

Techniques for Effective Communication During De-escalation

1. Tone of Voice:
   The tone of voice you use on the telephone is a powerful tool in de-escalating a call, as it conveys empathy and understanding. A calm, soothing tone can help to defuse tension and create a more comfortable environment for the caller. To adjust your tone effectively:

• • Lower Your Volume: Speaking softly can create a more inviting atmosphere and encourage the caller to lower their volume, leading to a calmer conversation.
  • Use Warmth and Positivity: Infuse your tone with warmth by smiling while you talk. A cheerful tone can help convey genuine care and concern, reassuring the caller that you’re there to help.
  • Be Mindful of Pitch: Avoid a high-pitched or monotonous tone. Instead, use a varied pitch to convey enthusiasm and engagement without sounding overbearing.

Read More Tone of Voice Tips

2. Pacing and Pausing:
   The speed at which you speak can greatly influence the interaction. Pacing your speech helps to manage the flow of the conversation and provides clarity. Strategic pauses are equally important:

• • Slow Down: Speaking too quickly can overwhelm the caller, especially if they are already upset. Aim for a measured pace that allows the caller to absorb what you’re saying.
  • Use Pauses Effectively: Incorporate pauses after key points or questions. This gives the caller time to reflect and respond, promoting a more interactive dialogue.
  • Encourage Thoughtful Responses: Pausing before answering can also signal to the caller that you’re taking their concerns seriously and considering your response carefully.

3. Mirroring Techniques:
   Mirroring is a technique where you subtly reflect the caller’s emotions and language style, fostering rapport and connection. This can help the caller feel understood and validated:

• • Match Their Energy: If the caller is anxious, adopt a slightly more subdued tone and pace. Conversely, if they are calm, mirror that energy to create a comfortable rhythm.
  • Use Similar Language: Pay attention to the words and phrases the caller uses. Incorporating their terminology can make them feel heard and establish a stronger connection.
  • Reflect Emotions: If a caller expresses frustration, acknowledge it with empathetic phrases such as, “I understand that you’re feeling upset.” This shows that you’re attuned to their feelings and willing to address their concerns.

4. Active Listening:
   Active listening is essential in de-escalation. It involves fully concentrating, understanding, responding, and remembering what the caller says:

• • Use Verbal Affirmations: Phrases like “I see” or “I understand” signal to the caller that you are engaged and following their narrative.
  • Summarize Key Points: Restating the caller’s main concerns can confirm your understanding and allow for clarification before proceeding.

5. Empathetic Language:
   Using empathetic language can greatly help in calming a distressed caller:

• • Acknowledge Feelings: Begin your response by acknowledging the caller’s feelings, e.g., “I can see why you’d be upset about this.”
  • Avoid Defensive Language: Steer clear of phrases that might sound dismissive or confrontational. Instead, use constructive language that focuses on resolving the issue.

6. Clear and Concise Communication:
   Clarity is crucial when addressing concerns:

• • Avoid Jargon: Use simple, straightforward language to prevent confusion. This ensures that the caller understands your message without adding to their frustration.
  • Be Direct: Address the issue at hand directly without beating around the bush. This shows respect for the caller’s time and concern.

By employing these techniques—adjusting tone, pacing and pausing effectively, using mirroring, engaging in active listening, employing empathetic language, and ensuring clarity—customer service representatives can create a more positive and productive interaction, ultimately leading to successful de-escalation of calls.

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Common Mistakes: What NOT to Do When Dealing with Angry Callers

Anserve Quality Assurance Coordinator Danielle Prtune recommends avoiding negative language. “Saying ‘no’ and ‘I can’t’ could make the caller more angry,” she advises. Also, if the agent begins to mirror the tone of an upset caller or raises his or her voice, this will be unsuccessful in de-escalating the call. When an agent matches the tone of a caller, it becomes confrontational and will only serve to make the caller more upset. Additionally, the caller will not feel as though the agent is listening to his or her concerns and that the agent has little to no interest in resolving the issue.

If an agent uses the proper customer service techniques, they are usually successful at de-escalating a call from an upset customer. However, if the customer is still upset and the agent is still unable to calm them despite using the various techniques discussed above, the best thing to do is to loop in a manager to handle the call.

Training Telephone Agents to De-escalate calls

“We usually coach ‘Don’t mirror the caller,’” says Sarmiento. One of the best ways to train new agents on how to de-escalate calls is to let new agents listen into recorded calls from veteran agents, and agents who are particularly good at customer service techniques. De-escalating calls is something that becomes easier with experience, so exposing new agents to experienced callers can help build a good foundation. This teaches agents how to pay attention to what the callers are saying, to sound engaging and concerned, and how to make the conversation flow naturally while also working in questions from the script that will help get the problem solved.

Anserve agents have been taking customer calls of every kind since 1969, so they know how to get callers what they need, even if they are a little stressed or angry when they call! Contact Anserve to learn how we expertly handle calls on your behalf.

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