The customer is angry, so you use the CSS LEAD technique as designed.  You, listen, empathize, accept responsibility, and deliver on a remedy.  But it doesn’t work.  The customer is still upset, and maybe even a little more frustrated than when you started…why?!

If the use of this technique fails, the biggest reason is usually that the employee wanted to get out of the conversation FAST.  The employee is uncomfortable in these situations, and they don’t like to deal with the irate customers, so they try to quickly remove themselves from the situation.  And the employee usually – sincerely – believes that quick resolution is what the customer wants, so quick resolution means a fast conversation, right?

Not necessarily. The employee has to be patient to get a quick resolution.

Whether the employee is trying to extricate themselves from the conversation or help the customer get that quick resolution, the most frequent drawback in taking those perspectives is that they try to navigate the conversation too fast.  The employee talks fast.  They don’t give the customer enough time to vent.  They quickly go to a solution without learning the facts.  They interrupt the customer.  They say “I’m sorry” so early on and so quickly that the sincerity is lost.  The employee tries to end the conversation before the customer’s emotions start to calm down.  The employee takes control with speed rather than taking control with well-worded questions.

Quick resolution is a clear goal of most customers, but the best way to get there involves listening, empathizing, and being patient enough to ask the right questions so you can present the right solution.  Speeding to an end rarely ends well.

Don’t Rush to Resolve Quickly.

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