This document provides training materials for an escalations team, including information on why customers may escalate issues, how to handle irate callers using the C.A.R.P method (Control, Acknowledge, Refocus, Problem Solving), and a sample escalated call regarding a disputed enrollment. It discusses listening to customers, acknowledging their perspective in a sincere way, determining when they are ready to refocus on solutions, and resolving unreasonable demands by educating the customer and offering an appropriate reimbursement or describing escalation mechanisms.

1. Escalations Team
Training, August
2013

2. Quick Question: Why do some customer’s
decide to escalate their issue?
1 2 3
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1. A lack of
confidence in first
point of contact.
2. A desire to be
taken seriously.
3. An attempt to
resolve their issue
sooner.
Of course it could be all of the
above, or any combination thereof.
This is one of the reasons why it is
so crucial to listen to each customer
carefully, and not make assumptions
re: their motivations.

3. How well do you handle irate callers?
(From Dee, David, Tough Customers: How to Keep Them Smiling…And Yourself Sane!, Dartnell Corp., c. 1994)

4. • As described by acclaimed
Customer Service Skills author
Robert Bacal in his recent book “If
It Wasn't for the Customers
I'd Really Like This Job: Stop
Angry, Hostile Customers Cold
While Remaining Professional,
Stress Free, Efficient and Cool
as a Cucumber”
• Mr. Bacal also has a series of
webinars on Youtube
C.A.R.P. Method -
C: Control
A: Acknowledge
R: Refocus
P: Problem Solving

5. Sample Escalation Call, Disputed
Enrollment
• Let’s listen in to a recent call in which the
customer was threatening escalation to a
regulatory body.
• First, the initial contact with an Inbound CSR;
• In your view, what were the key strengths and
opportunities demonstrated?
• Now, the remainder of the call with the CSR who
handled the escalation;
• Once again, take note of any strengths and
opportunities.

6. Let’s Discuss…

7. In the CARP model, “C” stands for…
1.Comprehend
2.Control
3.Consider
4.Conflagration
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0%
0%
0%

8. An example of a phrase that can
sincerely reflect part “A” in CARP,
“Acknowledge”, could be…
1 2 3
33% 33%33%1. “I hear you, but I
can’t do much for
you.”
2. “I hear you, though I
think you’re
overreacting.”
3. “I hear you, and I
would like to help.”

9. Win-win Solutions Work for Customers
(From Dee, David, Tough Customers: How to Keep Them Smiling…And Yourself Sane!, Dartnell Corp., c. 1994)

10. Once you’ve acknowledged the customer’s issue effectively,
it’s time to re-focus the conversation on what can be
achieved. What is one way of determining if the customer
is ready for this step?
1. He/she begins to respond to your probing
questions.
2. He/she continues to repeat the same
information.
3. He/she is no longer personally insulting or
abusive.

11. You have successfully reached the Problem Solving stage of the
C.A.R.P. model with a customer who is disputing the enrollment, but
the customer is standing firm on an unreasonable resolution, ex. Full
refund of past utility bills, including the delivery charges. Which of the
below might represent a constructive approach to resolving the issue?
33%
33%
33%
1 2 3
1. Apologize sincerely for any
frustration, then say “your
hands are tied.”
2. Educate the customer on how
J.E.’s programs work, offer to
look into what financial
reimbursement would be
appropriate.
3. Describe to the customer the
mechanism(s) available to
escalate his/her issue to the
LDC and beyond, as J.E. has
no control over LDC portion of
the bill.

12. ROLE PLAYS

13. So…ready to negotiate?