Customer service representatives often encounter a wide range of customer behaviors, including those that can be challenging and confrontational. Baiting behaviors stand out among these as particularly difficult to navigate. In these situations, customers try to provoke, frustrate, or elicit a negative reaction from you. You must recognize baiting and have a strategy for response, so you don't get pulled into the customer's dark psychology.
Watch this video for four common baiting behaviors and strategies for handling them.
Video referenced: Explain, "Here's what we know, here's what we've done, and here's what's next" • 7 Phrases Customer Ser... th the 3:33 minute mark.
Visit www.myragolden.com/ for more help with de-escalation for customer service.
Негізгі бет Тәжірибелік нұсқаулар және стиль When Customers Use the Bait Tactic, This Is What You Do
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