When a caller is angry, upset, or aggressive, it’s time to turn down the heat. This may involve active listening, empathy, and questioning techniques. But there’s also a less familiar technique called “Fogging.”
In the February issue of Customer Communicator, the training and motivation newsletter for frontline reps, the editors explain how to use fogging to shift from confrontation to cooperation.
After listening carefully to the customer, try to find the truth that lies within what the customer is saying, and agree. This might be something factual or something emotional, such as how the situation made them feel. Finding something to agree on allows you to acknowledge the other person’s perspective without getting angry or defensive.
For example:
Customer: I had to wait for 15 minutes to talk to you. That’s not reasonable…
Rep: You’re right, 15 minutes is too long. But, I can help you now.
Practical tips like this appear regularly in Customer Communicator newsletter.