Here are actionable techniques to build trust and navigate these interactions with professionalism:
Listen Actively
Pay attention to tone, verbal cues, and nonverbal signs like pauses or sighs to understand the customer’s emotions fully.
Acknowledge Emotions
Validate their feelings without judgment or dismissal to show understanding and build rapport:
Pause and Allow Space
Let the customer vent their emotions without interruption. A purposeful pause validates their experience and helps de-escalate tension.
Remove Isolation
Reassure the customer by sharing your expertise and experience with similar situations:
Transition Back
to the Call Core
Use partnering language to guide the conversation back to problem-solving:
Avoid Common Pitfalls
- Avoid Sympathy Over Empathy: Show understanding without pity.
- Don’t Use “But” or “However”: These words can negate acknowledgment and escalate frustration.
- Avoid Rushing: Allow the customer to express themselves fully before offering solutions.