Escalators & De-EscalatorsMaking them wait

Jumping too quickly to solution

Expecting them to know things they might not know

Blaming the customer or someone else

Arguing with the customer

Hiding behind policy

Getting defensive

Half-listening

Giving excuses

Minimizing the issue

Asking questions

Taking responsibility for the solution

Listening

Maintaining eye contact

Assuring the you are there to help

Providing options and alternatives

Telling them what you are doing

Restating the problem