Customer support: de-escalating a call
An angry customer usually does not want a fight, they want to hear that someone takes their problem seriously. De-escalation can be practised like any other skill.
This page describes training: practising a call with an AI client. DIRI AI does not evaluate employees, and the outcome of a call is not a basis for decisions about people.
The situation: a customer calls upset
The problem is still there, the customer is calling for the second or third time and starts the call with a raised voice. You have a few sentences to calm the call down.
- The customer blames you for a mistake you did not personally make.
- The customer demands a solution you cannot promise.
- The customer threatens to leave or to file a complaint.
Typical mistakes
Faced with the other person's emotions, it is easy to slide into defending yourself instead of solving the problem.
- A quick “that is not our fault” before the customer has finished.
- Mechanical apologies with no concrete description of what happens next.
- A promise that cannot be kept, just to end the call.
- Explaining rules instead of listening.
- Adopting the customer's tone and raising your own voice.
How you practise it in DIRI AI
The AI client can play an angry customer at the difficulty you set, and it reacts to how you respond.
- Pick a ready-made scenario or describe your own situation from your field.
- Set the difficulty and choose a client type, for example impatient or angry.
- Lead the call by voice: acknowledge the problem, clarify the facts and offer a concrete step.
- The report after the call quotes moments where the tone improved or got worse and suggests one change.
- Repeat the same call and try a different first sentence.
A sample from practice
The customer is calling for the third time about the same fault.
- You
- Good afternoon, you are speaking with customer support. I understand it is the same problem as last time. Please tell me briefly what is happening.
- AI client
- This is the third time I am calling about the very same thing and still nothing is happening! This is unbelievable.
- You
- You are right that a third call is too many. I want to see this through today. I need to verify one thing, and then I will tell you the exact next step and a deadline.
- AI client
- Fine, go ahead and ask.
- You
- Thank you. I will log the request as urgent and get back to you by noon tomorrow. Is this the contact where I can reach you?
- AI client
- Yes, this number. And I hope you really will get back to me.
This example is fictional. It is not a transcript of a real call and not a sample of an evaluation output.
Frequently asked questions
What is the goal of de-escalation?
The goal is for the customer to feel that someone is listening and for the call to end with a concrete next step. It is not about winning the argument.
Can the AI client play a truly angry person?
The AI client can be set to a higher difficulty and a client type, so it reacts with irritation. It is practice and does not replace a customer's real emotions.
How will I know whether I handled the call well?
After the call you receive a score based on fixed rules and a report with quoted moments. The score is meant for training, not for evaluating employees.
Can I enter a real case from my customer?
No. Describe the type of problem in general terms, without names or order numbers.
Is practice suitable for a whole support team?
Yes, anyone can start on the Free plan. For a team, a 90-day pilot is available, which you arrange through the contact page.
Practise a calm first sentence
Play through a call with an angry customer and see when the tone improved. Free plan: one voice call a day, up to 5 minutes.