De-Escation Tips, Training and Disrespectful Customers
At All Purpose Storage, we have a ZERO tolerance policy for disrespectful customers & unwarranted behavior. It is not your duty to listen to verbal abuse, excessive swearing, or insults as you are trying to conduct business.
Your reaction is to try and resolve the customers concerns, which is appreciated!
We understand that renters can be in a very stressful time and money can be a sensitive subject, but this is a business. It's not personal.
When you feel like someone is speaking to you less than professionally,
you may use this verbiage:
"We can have a conversation, but I will not be staying on the line if the conversation continues to be unproductive."
How to Monitor, Understand & Manage Anger Styles
Change the way we tell the story about anger: Predict how & when you respond with anger
1. Visual thoughts: focusing on the positive
2. Changing your language: Speak slow & low - change your tone - take pauses in conversation
3. Changing your body: breathe, sit up straight, kinesthetic changes
Training Video: https://www.youtube.com/watch?v=quw62_xVEj8
Four Step Framework: How to Get Customers to Accept Your Word as Final
Be Clear: balance tone so you are not aggressive, not passive
Say what you mean. Mean what you say, Don't be mean when you say it.
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Acknowledge concern: - this is important - don't tip toe around anger
without acknowledgement they will stay in right side of the brain and not move on
"I realize it's upsetting to hear that you won't be able to access your unit, particularly because you need to access your belongings within the unit."
Manage expectations: (must follow acknowledgement) balance tone so you are not aggressive, not passive
reiterate what was shared back in beginning of the conversation
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Guide to next steps: - move to closure- with the same clarity - let the customer know what they need to do next.
Training: https://www.youtube.com/watch?v=CdCU3e0SZGo&t=601s
Reframe the "Problem": How to Move on to Solutions
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1. Here's what we know
2. Here's what we've done
3. Here's what's next
Training: https://www.youtube.com/watch?v=-o8X3sjoPH0&t=154s
U- S- A Method: How to De-escalate Calls with Angry Customers
Understanding statement: I can understand why you would want to speak to with the manager.
Explain the situation: I am in this position to talk to customers like you. I’m here to solve problems.
Action to take: If I am not able to help you, absolutely, I will put you in touch with someone who can.
Training: https://www.youtube.com/watch?v=846ZWzRznjo
Understanding Statements: 20 Good Empathy Phrases
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Examples:
- I'm sorry you've had to call multiple times about the same issue. My goal is to get this resolved on this phone call.
- I want to get to the bottom of this just as much as you do.
- I realize you’re upset. I want to take a minute to talk about what I think has happened and then answer any questions you have.
- This is obviously a horrible time for you.
- I can see your point on that.
- I realize this has to be frustrating for you.
- I’m so disappointed to hear your experience started this way.
- I’d be upset, too.
- If I were in your position, I’d feel just as you do.
- I don't want you to worry at all, Your __ is confirmed, and you're all set.
- I know you’re anxious to see this completed.
- I know this isn’t the same as having a perfect experience initially, but I hope it shows you how sorry we are.
- I realize this has to be frustrating for you.
- This is no more acceptable to us than it is to you.
- I’m sorry about the wait. We’re short-staffed, but still, I’m sorry.
