From the course: Handling Customer Complaints with Empathy

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Using language to find a win-win with customers

Using language to find a win-win with customers

From the course: Handling Customer Complaints with Empathy

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Using language to find a win-win with customers

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- Using negative language during customer complaints is a great way to light the fuse in an already explosive situation. The goal during complaints should be to craft your responses using positive words and empathetic expressions to lift the conversation and to suggest to customers that you're willing to work towards a positive resolution. Some negative expressions are ingrained in our habits, though, and it's difficult to notice when we are using them. So let's explore some commonly used negative words and expressions that may trigger customers during complaints. This will help you identify what to avoid in these situations. My favorite one is: Calm down. When was the last time somebody told you to calm down? Did you feel all calm and relaxed after hearing it? Chances are you didn't. The intention beyond saying calm down, it's often well-meaning, to diffuse the situation and to restore control. However, telling an upset person to calm down can actually have the opposite effect…

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