Be regretful, but direct with customers - De-Escalating Conversations for Customer Service Video Tutorial | LinkedIn Learning, formerly Lynda.com
Be regretful, but direct with customers - De-Escalating Conversations for Customer Service Video Tutorial | LinkedIn Learning, formerly Lynda.com
Mar 13, 2019
linkedin.com
When a customer tells you how miserable their night was, they’re not just giving you information, they’re giving you emotion. And if you skip over the emotion, they feel unheard. Here’s the truth: customers don’t just want the system fixed, they want to feel understood first. A simple moment of empathy —“I know that had to be miserable for you and the kids” — builds more trust than the repair itself. Once they feel seen, then they can hear your solution. Great techs don’t just solve the technica
0:29
When a customer tells you how miserable their night was, they’re not just giving you information, they’re giving you emotion. And if you skip over the emotion, they feel unheard. Here’s the truth: customers don’t just want the system fixed, they want to feel understood first. A simple moment of empathy —“I know that had to be miserable for you and the kids” — builds more trust than the repair itself. Once they feel seen, then they can hear your solution. Great techs don’t just solve the technica
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