Customer Types
What type of customer is calm but clearly upset about a mistake ?
A reasonable complainer
What does escalation mean in a customer service situation?
A situation becomes more intense, hostile , or emotionally charged.
What does showing empathy mean in customer service?
Understanding and acknowledging how the customer feels.
What is the “Thank You, and” communication technique based on?
Improvisational theatre (improv) where you build on others’ input.
“I don’t know” vs. “Let me find that out for you.” – Which is better and why?
“Let me find that out for you” – it shows initiative and builds customer trust.
What type of customer uses loud, angry language and may insult staff?
Who is an aggressive customer.
Name one common de-escalation technique used to calm an angry customer.
Speaking calmly, showing empathy, active listening, or using a soft tone.
Give an example of an empathetic statement you can use with an upset customer.
“I understand how that could be really frustrating.”
Why is it better to say “and” instead of “but” in customer service conversations?
“But” sounds dismissive and creates resistance; “and” sounds respectful and solution-focused.
What’s wrong with telling a frustrated customer to “Calm down”?
It sounds rude or condescending and often makes the customer angrier.
How should you respond to a silent customer who gives no clear feedback ?
Ask open ended questions and give them time to respond patiently.
Why is raising your voice usually a bad idea when dealing with a difficult customer?
It increases tension and can make the customer more aggressive.
How does empathy help in defusing a difficult customer situation?
It makes customers feel heard and builds trust, reducing emotional tension.
Rewrite: “I understand, but that’s our policy.” using “Thank You, and…”
“Thank you for sharing that, and here’s how our policy works.”
What’s more respectful to say: “That’s not my fault” or “Let’s work together to fix this”?
“Let’s work together to fix this” – it’s a team-based, problem-solving approach.
Why is it important to recognize a customer's communication style early in the conversation?
You can choose the best way to respond and avoid making the situation worse.
What are the consequences of failing to de-escalate a tense customer interaction?
The customer may leave angry, escalate the complaint, or damage the business reputation.
What is the difference between sympathy and empathy in customer service conversations?
Sympathy is feeling bad for someone; empathy is understanding their feelings and experience.
How does using “Thank You, and” help maintain customer trust and respect during conflict?
It validates their concern while redirecting the conversation toward a helpful solution.
Turn this bad response into a better one: “You’re wrong.”
“Thank you for sharing your view, and here’s what I found based on our policy.”
Repetitive, unsatisfied customer refusing all solutions?
Chronic
Three de-escalation tools used together?
Calmness, Empathy, Redirection
How to show empathy without speaking?
Body language
How to politely say no using “Thank You, and…”?
Reframe
Better alternative to “That’s our policy”?
Explanation