Customer Service Tips

In the final unit of the Salesforce Trailhead module, “Communication Skills for Customer Service Agents”, we learn how to manage dissatisfied customers in the Contact Center.

Dissatisfied customers can be stressful, but so long as you know how to handle difficulty, you can manage yourself and your processes better, adding more value to your business processes.

In this unit, we learn:

  • How to manage dissatisfied customers
  • How to apply the concept of the communication plan
  • How to preempt escalation

When is the last time you dealt with a dissatisfied customer? Were you prepared to handle this? Did you have the tools and resources to effectively manage it and lower everyone’s stress levels throughout the conversation?

Is there anything you wish you could’ve done differently? What would you have done differently?

How we respond to our customers has the power to inflate or deflate a brand’s reputation, so knowing how to handle dissatisfied customers is a crucial part of the business process.

In psychology, the “communication chain” says that when someone expresses something verbally, they expect a response and establish the first “link” in the communication chain.

If there is no response, the chain is broken or “unlinked”. This is a key consideration that you can apply to your day-to-day in the Contact Center.

Using concepts like active listening and emotional intelligence can help you succeed and manage dissatisfied customers. When they express anger, fear, frustration, or concern, it’s important that the customer service rep is equipped to handle those feelings with confidence and their own sense of empowerment.


To keep the chain flowing, Salesforce says you need to use phrases to link the communication chain.

Keep a genuine flow of knowledge going, whether by phone, on social media, in a chat, or via text. Salesforce provides relevant examples of all instances within this unit so you feel equipped to respond.

As you move further down the communication chain in the Contact Center, you can preempt escalation by following the “Understand, Explain, and Address” method.

You cover what you know, what you’ve done, and what’s coming next to ease the customer’s mind and ensure them that solving their problem is your priority.

Now that you know how to manage dissatisfied customers in the Contact Center, dive even deeper into this emotionally intelligent response process when you complete the unit yourself.

Start your Salesforce Trailhead journey here.


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