de-escalation for team leaders

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!


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.


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.


Remember that you are a Leader.◦ Agents look to you to for guidance and support.◦ Be professional. ◦ Even unpleasant jobs should be handled

gracefully.


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


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.


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!


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.


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.


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?


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..


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.


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.


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?


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!


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.


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?


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?


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.


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.


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?


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?

de-escalation for team leaders

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