Dealing with dissatisfied and upset customers in child support can be challenging. Here are ten tips for diffusing the situation incorporating the L · E · A · D · S method to inspire Hope in communications:
- Stay Calm and Professional: Maintain a calm and composed demeanor. Avoid responding with anger or frustration.
- Listen Actively: Let the customer express their concerns without interruption. Show that you are actively listening to what they have to say. Clarify facts do not just jump into “fix it” mode.
- Empathize: Acknowledge the customer’s feelings and frustrations. Express empathy to show that you understand their perspective. Validate the customer’s feelings and right to be upset
- Use Positive Language and Apologize: Choose positive and neutral language. Avoid using confrontational or defensive language that may escalate the situation. An apology does not mean you accept blame, it is not always what you say but how you say it.
- Set Boundaries and Do not Personalize: Politely but firmly set boundaries against disrespectful or abusive behavior. Make it clear that you are there to help, but the conversation must remain respectful. The customer is upset at the situation not at you, do not accuse or offer personal opinions or stories. Stay relaxed, keep your voice low and calm, do not engage in a power struggle, and do not escalate by getting upset
- Offer Solutions: Provide solutions or options to address their concerns. Be proactive in finding ways to resolve the issues. Concentrate on what you “can” do, not what you “cannot” do. Tell your customer “I want to resolve your concerns; how can I assist you?”
- Stay Solution-Focused: Keep the conversation focused on finding a solution rather than dwelling on the problems. Redirect the discussion to actionable steps.
- Know When to Seek Help: If the call escalates beyond your control, involve a supervisor or someone with more experience in handling difficult situations.
- Document the Interaction: Take notes on the conversation, noting the customer’s concerns and your proposed solutions. This documentation can be valuable for future reference.
- Follow Up: After resolving the immediate issue, follow up with any commitments you made to the customer. Caselog to capture your interaction and steps taken.
Script for Terminating a Call
- Acknowledgment of Emotions: Validate the customer’s emotions to show empathy.
“Thank you for sharing your concerns with me. “I can sense that you’re upset, and I can see how frustrating this situation is for you. I want to assure you that I take your concerns seriously.”
- Briefly recap the main points of the issue to ensure clarity.
“To make sure we’re on the same page, let me summarize the issue we discussed (briefly summarize the issue).”
- Assurance of Action: Provide information on the steps you will take or have already taken to address the problem.
“I want to assure you that I am committed to resolving this matter. The next steps will be: [insert action plan].”
- Setting Expectations/Expressing Limitations: Set clear expectations regarding the resolution timeline.
“I understand the importance of addressing this matter promptly. However, I need to let you know that there’s a limit to what we can achieve on this phone call, and I want to ensure I give your concerns the attention they deserve.” “I can follow-up with you in (provide a reasonable timeframe or steps to be taken)”
- Invitation for Follow-Up: Invite the customer to follow up if needed.
“If you have any further questions or if there are additional details you’d like to share, please feel free to reach back out to CARE.”
- Thanking for Feedback: Express gratitude for the customer’s feedback.
“Your feedback is valuable to CSS, and it helps us improve our services. Thank you for bringing this to my attention.”
- Closing the Call: Politely signal the conclusion of the call.
“Thank you again for calling in. If there’s nothing else, I will get back to you as promised.”
If the call is escalated and the customer is angry/upset, here are some examples of what to say:
Remember to remain calm, empathetic, and professional in your tone and choice of words. If the situation becomes abusive or unmanageable, it’s crucial to involve/escalate the matter to the appropriate channels of management.
- “I see why you’re upset, and I want to work together to find a solution.”
- “Let’s focus on finding a solution to your issue/s. What can we do to address your concerns?”
- “It’s completely understandable that you’re upset. Let’s figure out how we can make things right.”
Bringing the conversation to a close (letting the customer know you are going to terminate the call):
- “I’m sorry to hear that you’re feeling this way. I want to ensure I address your concerns appropriately. Let’s pause for now, and I’ll reach out when I have an update.”
- “I acknowledge the frustration of the current situation, and I want to reassure you that I am here to help. Would it be possible to resume this conversation when emotions have had a chance to settle?”
- “I am here to help and understand that you’re frustrated, but I won’t be able to continue the conversation if it includes disrespectful language or behavior. If the conversation continues in this tone, I will have to end the call.
If the inappropriate conduct continues despite the prior caution, it may be necessary to proceed as follows:
- “I’m sorry, but I cannot continue the conversation under these circumstances. If you have additional concerns, you can reach out through our customer service line, CARE. Thank you and have a good day.” (Terminate the call/hang up)
- “Regrettably, I’m unable to continue this conversation given the current circumstances. If you have further concerns, please feel free to contact our customer service line, CARE. Thank you for your, and I hope you have a good day.” (Terminate the call/hang up)
Post-Call Procedures:
After the call, document/Caselog the occurrence, actions taken, and any commitments made. Follow-up with your supervisor. Always remember to stay calm and professional and prioritize your own well-being in challenging situations.
Staff Support:
Employee Assistance Program (EAP)
EAP provides confidential professional counseling and help. You can call for assistance any time you face a personal situation where you need counseling and help. Call 1-800-234-0630 to speak to an EAP counselor to access their services. Counselors are available 24 hours per day, seven days per week and information is never shared with anyone at OKDHS.
Immediate Support Sessions
OKDHS has contracted with our EAP provider to offer “Immediate Support Sessions” 24/7. This means you can talk with a counselor by voice and, if chosen, Zoom right from your phone. Use of the Immediate Support Session is confidential–just like all EAP usage. No one at OKDHS will know of your usage of the service unless you tell them.
To use the service:
- Call 1-800-234-0630
- Let them know you work for OKDHS and that you’d like an “Immediate Support Session.”
- They will take your name, phone number, and email address and transfer you to their counselor on call.
- Once you are with the counselor, they can text you a HIPPA-compliant Zoom link, or you can talk by voice.
Important considerations:
- Immediate Support Sessions are not therapy sessions, but for in-the-moment situations.
- Immediate Support Sessions are up to 30 mins.
- Immediate Support Sessions do not count against your 6 annual EAP visits to a LPC/LMFT/LCSW.
- Immediate Support Sessions are for any situation (work, personal, family, etc.)
- Immediate Support Sessions should not circumvent the employee-supervisor relationship.
Questions?
- Laree Reidenbaugh, laree.reidenbaugh@okdhs.org,405-323-2155
- Mark Balthrop, mark.balthrop@okdhs.org, 405-823-7508