Every customer comes to us with a problem; we’re their partner to solve it. In this program we’ll “take the TEETH out of the monster”—the monster is the situation, the teeth are the fear and heat. You’ll learn to listen, de-escalate, and use TEETH to map facts, set a plan, and either resolve the issue or guide next steps. Expect upset emotions; don’t take them personally. Stay calm, collaborate, and leave each person feeling helped and clear on what happens next.

Using active listening and probing questions to gather information as a first step to meet your customers where they are.

Using Empathy, you can meet your customer where they are at. They may be upset or escalated and using empathetic tools can de-escalate them.

Asking the right questions to get the information you need to meet your customers where they are at is very important. Asking the smart questions with the right tone will let them open up to you.

Taking ownership of the situation, once you have all the information from your customer, is the first step in taking action to resolve their issue. Letting them know that they've been heard and that your efforts are being put to their best resolution.

The Handoff is the last step, where you recap the customer's situation, go over the solution and then establish the next steps, whether it's pointing them in the direction they need to go or give them the resources to move them on to their next steps.

Now that's recap the TEETH method and start implementing what you've learned.