De-EscalationFor Team Leaders
Learn how to confidently:◦ Accept an escalation◦ Speak to an escalated customer◦ Resolve an escalation
Increase customer satisfaction on escalations
Ensure efficiency on escalated calls Reduce the number of calls that are
escalated
Objectives
Have you ever avoided taking an escalation? ◦ Be honest!
Do you think that escalations are unpleasant? ◦ Why or Why not?
Step 1- Accepting an Escalation
Whether or not you enjoy handling escalations, the following behavior is never appropriate:◦ “Arguing” or negotiating with other Leaders over
who should handle the escalation.◦ Making negative comments about the customer.◦ Getting visibly irritated when asked to take an
escalation. CSRs need to know their leaders are there for them
to support and help!
Step 1- Accepting an Escalation
Who takes the escalation?◦ To avoid arguments, the Team Leader who is
initially asked to take the escalation should take it.
◦ Negotiate with a peer at the beginning of your shift if you need to dedicate time for coaching or administrative duties.
◦ The more time you spend deciding who takes the call, the longer the customer waits on hold. Take the call quickly to avoid further customer
frustration.
Step 1- Accepting an Escalation
It is natural to get emotional.◦ If you need to vent after an escalated call, ask a
peer or your supervisor to join you in a private area to de-brief. It is unprofessional to do this publically, especially in
front of CSRs. ◦ Once you clear your head, head back on the floor
with a positive attitude! That call is over, put it to rest.
Step 1- Accepting an Escalation
Remember that you are a Leader.◦ Agents look to you to for guidance and support.◦ Be professional. ◦ Even unpleasant jobs should be handled
gracefully.
Step 1- Accepting an Escalation
CSRs should be prepared with the following information before handing off an escalation:◦ Account # (if applicable)◦ Customer’s name◦ Description of the problem◦ What the customer wants◦ Any other relevant info
Step 1- Accepting an Escalation
If the CSR is not prepared, it is appropriate to insist that they gather the required information.◦ The issue may be able to be resolved at the agent
level.◦ Stay with the agent while they ask probing
questions to show your support.◦ If the customer is being verbally abusive or the
agent is too emotional to continue, take the call immediately.
Step 1- Accepting an Escalation
The CSR should remain seated beside you during the escalation.◦ Agents can pick up tips on handling difficult
callers by listening to a leader.◦ Some agents use escalation calls as a reason to
take an additional break. This is not acceptable!
Step 1- Accepting an Escalation
By show of hands, who has an escalation “Horror Story”?
What made the call so terrible?
Step 2- Speaking to the Customer
Emotions are the enemy when dealing with escalated customers.
Keep yourself calm, cool and collected.◦ Let the customer vent.◦ Do not interrupt them.◦ Take a deep breath and count to five before
responding.
Step 2- Speaking to the Customer
Be aware of your body language when taking an escalation.◦ Are your shoulders tensed?◦ Teeth clenched?◦ How is your posture?
Remember to stay calm.◦ Sit up straight.◦ Unclench your jaw and shoulders.
Be mindful of the image you are projecting to agents who may be watching.
Step 2- Speaking to the Customer
Confidence is key!◦ Speak slowly and pronounce every word.
Enunciate each word and speak clearly to avoid repeating yourself.
Many people speak too quickly when they are nervous, be mindful of this and slow your rate of speech if you find yourself speaking too quickly.
◦ Use words that exude confidence. Replace timid words such as “if” with words that are more
definite, such as “when.”
What are some other examples of timid or negative words/statements to avoid?
Step 2- Speaking to the Customer
Timid or negative statements to avoid:◦ I think so/ I’m not sure.◦ You’re wrong.◦ I can’t/won’t do that.
Better statements to use:◦ Let me look into that for you.◦ I can see why you feel that way, however..◦ What I CAN do is..
Step 2- Speaking to the Customer
Additionally, try to avoid:◦ Filler words like “um” and “ah”, “like” and “you
know” which can make you sound insecure.◦ Using policy as a crutch.
Policy is a hot-button word! Most customers have heard “It’s our policy” many
times and see it as an excuse. Only cite policy or Terms of Use if you absolutely
must.
Step 2- Speaking to the Customer
Empathy + Apology + Assurance statements◦ An effective tool for addressing an irate
customer’s emotional needs is the Empathy + Apology + Assurance statement.
◦ This statement will help calm the customer down so you can move on to a resolution.
Step 2- Speaking to the Customer
Identify the “Empathy”, “Apology” and “Assurance” in this statement:◦ “I understand how frustrated you are today and I am
sorry for the inconvenience this caused. You have reached the right person, I will work with you to find a resolution.”
It’s not “You vs. Customer” It SHOULD BE “You + Customer vs. Problem”
Can you think of other statements to use?
Step 2- Speaking to the Customer
In pairs, role-play the following scenario:◦ You are about to take a call from a very irate
customer.◦ Your agent has informed you the customer is
angry because they were double-billed.◦ Stop the role play when you have calmed the
customer down.
Role Play – Speaking to an Emotional Customer
Were you able to calm the customer down? Did you use any timid or negative words? What other techniques did you use?
Role Play – Speaking to an Emotional Customer
Have you ever provided a resolution to an escalated customer that they did not like?
What happened?
Step 3- Resolving the Escalation
Providing a resolution may be the most critical step when taking an escalated call.
It is important not to make judgment calls based on your own emotion.◦ This includes both sympathetic and negative
emotions.◦ Do not take a more firm stance because the
customer is “being a jerk.” If compensation is an option, it is critical to
establish guidelines and stick to them!
Step 3- Resolving the Escalation
You may encounter situations where you cannot give the customer what they want.
How do you keep them satisfied without giving away the farm?
Always provide options.◦ The customer wants to feel in control.◦ Giving an opportunity to choose will help them
feel more satisfied with the resolution.
Step 3- Resolving the Escalation
Use positive word choices and statements when offering a resolution.
Which statement is more effective?◦ “What I can do for you today is offer free
shipping.”◦ “I can’t give you a discount, all I can do is offer
free shipping.”
Can you think of other examples of positive vs. negative statements?
Step 3- Resolving the Escalation
In pairs, role-play the following scenario:◦ You are about to take a call from a customer who
was double-billed.◦ The charge is still pending and will not reverse
until it goes through. ◦ You have the ability to give one free item as
compensation.◦ Resolve the customer’s issue.
Role Play – Providing a Resolution
Did you give the customer a choice?
What resolution(s) did you offer?
Were any negative word choices/statements used?
Role Play – Providing a Resolution
Has anyone had an escalation call that lasted longer than 10 minutes?
Why did it last so long?
Step 3- Resolving the Escalation
Steps on reducing AHT during escalations:◦ Do not start the call with “How can I help you?”
The CSR gave you a description of the problem, you already know how you can help them!
Introduce yourself and start the conversation with a statement like “I understand you are having a problem with..”
◦ Be prepared! Have the customer’s account pulled up and ready to go. Have a plan of what resolution you can offer the
customer before you start the call.◦ Use positive and confident words when providing the
resolution to avoid push back.
Step 3- Resolving the Escalation
In pairs, role-play the following scenario:◦ You are about to take a call from a customer who
is angry because they were double-billed.◦ Do not start the call with “How can I help you?”◦ Resolve the customer’s issue by providing
options.◦ Do not use any negative word choices or
statements.
Role Play – Reduce Handle Time
Was it difficult to avoid saying “How can I help you?”
What positive word choices/statements did you use?
Role Play – Reduce Handle Time
There are some customers who will not be satisfied regardless of the resolution.
It is important to remain firm but professional when this happens, ending the call without getting stuck in an argument.
Try using a Realize + Feedback + Thank you statement.
Step 3- Resolving the Escalation
Realize + Feedback + Thank you◦ “I realize this is not the solution you are looking
for and I apologize for the inconvenience. I will definitely take your feedback today and attach it to your file. Thank you for calling in with your concern.”
◦ Repeating a statement like this will help end the call professionally.
Can you think of some other statements?
Step 3- Resolving the Escalation
In pairs, role-play the following scenario:◦ You are on a call with a customer who is angry
because they were double-billed.◦ Do not start the call with “How can I help you?”◦ Provide options. ◦ The customer will not accept any resolution and is
arguing with you.◦ End the call politely and professionally.
Role Play – End the Call Professionally
Did you use any timid or negative words?
Did you give the customer a choice?
What technique did you use to end the call?
Role Play – Putting it all Together
It is important to de-brief with the CSR after every escalation.◦ Ensure they were present and observing/listening
while you took their escalated call. This is not a break!
Things to discuss include:◦ Identify if the agent could have resolved the issue at
their level.◦ Which tools the agent could have used to de-
escalate.◦ Explain/discuss any judgment calls you made.◦ Opportunity for agent to ask questions.
Step 4- After-call Work
Confidently Handle Escalated Calls Stay calm and collected. Speak slowly and clearly. Use confident, positive word choices. Be mindful of your body language. Calm the customer down with Empathy +
Apology + Assurance statements.
Review
Increase Customer Satisfaction Accept escalated calls quickly to avoid hold
time. Avoid discussing “policy” when possible. Don’t use argumentative statements like “I
already told you” or “I won’t do that.” Always give the customer a choice.
Review
Increase Efficiency on Escalations Don’t start the call with “How can I help
you?” Establish compensation guidelines and stick
to them. End argumentative calls professionally
using Realize + Feedback + Thank you statements
Review
Reduce the Number of Escalated Calls Ensure CSRs are prepared before they hand off
an escalations by asking probing questions.◦ Account # (if applicable)◦ Customer’s name◦ Description of the problem◦ What the customer wants◦ Any other relevant info
De-brief with the agent after every escalation and coach on de-escalation techniques.
Review
Questions?