LL - How to recognize an upset customer

Look/Listen for Red Flag words or phrases like

• Call my bank or credit card 
• Dispute this charge
• File a report with or call the BBB, police, FBI, FTC etc 
• Better Business Bureau 
• Bad or negative review 
• Angry, upset, irate, extremely 
• Emergency, Urgent
• Speak with a manager or supervisor
• Insisting that they did not place an order
• Stolen card or fraudulent charge on their card 
• Hacked account

De-escalation phrases...

• I’m so sorry that you feel this way. 
• We really do appreciate this feedback. 
• I completely understand how you feel.
• Let me see how I can fix this.
• I see your point..
• Thank you so much for your patience/understanding..
• I'm going to do my very best to help you.
• I do understand the inconvenience you've faced.