Updated: June 30, 2023

The Preemptive Acknowledgement can help you prevent a customer from getting angry.

This technique is the customer service professional's secret weapon against negative emotions. It's very simple to understand, but spotting situations where you can use it effectively can take a little practice.

Here's how it works:

Step 1: Spot a problem before the customer gets upset.

The key here is to spot the problem before the customer has a chance to complain. (Once the customer gets angry you'll no longer be able to use the Preemptive Acknowledgement.) For example, you might notice a customer who has been waiting in line or has been on hold.

Step 2: Acknowledge the situation before the customer complains.

You can do this by apologizing, demonstrating empathy, or thanking the customer for their patience. This acknowledgement often preempts the customer's complaint or anger and shows that you care about their experience.

Step 3: Re-focus on a solution.

Re-direct the interaction to focus on a solution rather than the problem. For example, you might say, "Thanks for waiting so patiently. Let's get you taken care of!"

This short video shares more and includes an example of this technique in action.

Preventing negative emotions from Customer Service Foundations by Jeff Toister and Madecraft

The video is from my Customer Service Foundations course on LinkedIn Learning. You can find my entire list of customer service training videos here.