Tips for Customer Conflict De-escalation

Tips for Customer Conflict De-escalation

Aggression is never an acceptable response to an unwelcome situation; yet, hostility can still creep into the workplace. Unfortunately, many Canadians have been experiencing aggression at work, potentially due to pent-up emotions amid COVID-19 and rising inflation frustrations. In fact, 20 per cent of Canadians who work with the public have recently experienced increased aggression at work, according to data collected by HR solution provider LifeWorks. As such, it’s important to know how to reduce tensions in situations of conflict. Use the following tips to de-escalate conflicts with customers.

  • Actively listen and empathize. When a customer is explaining their frustration, it’s important to listen and show you’re being attentive by nodding your head and making eye contact. Try to refrain from interrupting or making excuses. When appropriate, ask follow-up questions so you can better understand the customer’s concerns.
  • Stay calm. Keep in mind that the customer is not mad at you; they are upset with the company’s product or service. Don’t take the criticism personally.
  • Apologize. Even if the situation is not your fault, apologize anyway. This helps the customer feel validated and heard.
  • Repeat what they said. Repeating the customer’s concerns back to them will help them feel understood. Simply reply with, “Just to make sure I understand, here’s what it sounds like your concerns are …”
  • Determine a solution. There isn’t a one-size-fits-all solution for every situation. However, the customer should always leave the interaction feeling like they got something for their troubles, such as a voucher, refund or discount.
  • Involve a manager. If a customer becomes belligerent or verbally abusive, get a manager involved.

You should always feel safe and respected at work. If a particularly stressful interaction occurs, speak with your supervisor about it right away. These incidents can impact your mental health, and it’s important not to let them compound.

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