How can you de-escalate customer service situations with emotionally unstable customers?

Active listening is a key factor. People just want their feeling and experiences validated. When their emotions are acknowledged and respected they are more likely to be open to solutions.

Empathy. Empathy is our ability to understand how someone feels which goes beyond active listening. Active listening is part of empathy but empathy goes beyond it. It involves structured listening and questioning techniques that allows you to develop and enhance relationships with a stronger understanding of what the customer is telling. It also involves taking ownership of the customer's situation and as others have said will likely get customers to be more open to the solutions offered.

Positivity is your greatest advantage. We have no control how others respond but we do have the choice in our own response. Responding with positivity can shift an entire conversation. Most times, you’ll find the insureds energy shifts as well. It’s really hard to remain upset at someone who is constantly smiling so loudly and proudly. You can hear and see a smile, never forget that.

Listen Actively: Allow the customer to express their concerns and emotions without interruption. Demonstrating that you are actively listening can help the customer feel heard and understood.

Empathy goes a long way. A simple, "I understand how difficult that must be." can mean the difference between continued anger/resentment and the path toward a solution.

Apologize When Appropriate: If the situation warrants it, offer a genuine apology for any inconvenience or misunderstanding. Even if the issue isn't your company's fault, expressing regret can help de-escalate the situation.

Speak with different departments, senior leaders or Subject Matter Experts - you never know where a solution may come from that could completely turn the customer experience around. Make sure any communication is open, concise and to the point to get the resolution quicker!

Offer Solutions: Work with the customer to find a solution to their problem. Be clear about what you can and cannot do to resolve the issue. If a solution isn't readily available, explain the steps you'll take to investigate and resolve their concern. Offer Alternatives: Sometimes, offering alternative solutions or options can help diffuse the situation. This can provide the customer with a sense of control over the outcome.

Je lui propose des produits équivalents, qu'il ne connaît pas et lui propose de les tester er de m'en donner son avis. Ainsi je lui propose de nouveaux produits et transforme une déception en une expérience potentiellement positive.

Follow Up: After resolving the issue, consider following up with the customer to ensure their satisfaction and to show that you care about their experience.

De-escalating customer service situations with emotionally unstable customers can be challenging, but it's crucial to handle these interactions with empathy, patience, and professionalism.

Try to drop the "emotionally unstable" label. For whatever reason, this person is very upset and behaving in a way that is challenging for us. Focus on our common humanity. We all want to feel heard, safe, respected, and understood. Remember: an extreme reaction tends to be caused by something other than the present issue. It could be a traumatic past, something stressful that just happened happened, or the chronic stress and exhaustion that seems to be present for a majority of people. Rather than reinforcing that this person is "emotionally unstable," remember to focus on the facts. Right now this person is crying, or raising their voice. Right now your heart rate is increasing. Calm your nervous system and focus on the observable facts.