De-Escalating a Complaint on the Phone

De-escalating a complaint on phone is an effective way to reduce the likelihood of an upset customer. It can be done in a number of ways. You can use the reframe technique, empathize with the caller, offer a recovery token, or automate the process. By de-escalating the call, the caller feels that they have been heard, and will therefore be more likely to contact you again in the future.