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Defusing Tactic # 27: Allow Venting

Written by Robert Bacal

Monday, 01 March 2004

Learn how to apply Tactic # 27 ? Allow Venting - in order to gain and maintain control over hostile interactions. Sometimes a person needs to let off a little steam before they can "get down to business".  Rather than going head-to-head with the customer, it makes sense to allow the customer some time to vent his or her frustration, and to tire themselves out.  When they start to wind down, you use acknowledgment techniques to prove that you are paying attention, then refocus and problem-solve as the person begins to calm down. This is an excerpt from the Defusing Hostile Customers Workbook.  For more detailed help on defusing customer hostility, click here.

Last Updated ( Monday, 01 March 2004 )