GE-09B Customer Service and Conflict Resolution

Handout 3: 5 De-escalation steps and L.E.A.P.S

The 5 De-escalation steps

1. Listen actively
Let go of the temptation to respond in any quick fashion. Take the time to listen and truly understand
what is driving their concern. Repeat the key points back to the customer to confirm that you have
been listening and what it is that is the problem
Examples:
“Please tell me more so I better understand how to help you.”
“We do really appreciate this feedback, Mr./Mrs…”

This is a method to let the customer know that you are actively listening to them:
L.E.A.P.S.
L=Listen
E=Empathize
A=Analyze
P=Paraphrase
S=Summarize

2. Show empathy
Once you have listened to passengers concern, immediately empathize with their position to create a
bond between you and the customer so that they know you have heard their concern and are going to
work with them to resolve the issue. Repeat / name the problem.
Examples:
“I am sorry to hear that.”
“I’m sorry for the trouble.”
“I have an understanding of why you are upset.” Ty to avoid the words ‘I understand’ as you can never
understand how someone else feels – only have an appreciation of their circumstances

Swissport International | Technical Training | GE-09B Handout 3 | v1 JUN2023

GE-09B Customer Service and Conflict Resolution
Handout 3: 5 De-escalation steps and L.E.A.P.S

3. Offer a solution (show alternatives):

Offer a solution to customers problem.
Focus on what you can do as opposed to what you cannot, there is always a solution.
Offer more alternatives to leave customer the choice, this will give them the feeling they are in control.
Examples:
“You may take few kilograms out of your suitcase, or I will need to charge you 100 $ for excess
baggage”.
“As a solution, I may suggest that… . Alternatively, …..”
“I can offer you following possibilities: …”
“What would you like me to do?”

4. Execute the solution

Solve the customers problem be it with their originally requested resolution or an alternative you have
proposed. Trust in your competencies, stick to procedures, ask superior for help if needed. Be proactive.
Examples:
“What I will do right now is…”
“Here is what I’m going to do for you…”
“Let me call XXX. I know he/she would be able to help with this.”
“My colleague oversees similar cases. Let’s ask them what they think about this situation… They are
always willing to help!”

5. Final check
At the end you say…… ‘is there anything else I can help you with……..’ This is the final check
Make sure the customer has understood the solution and feels their concern has been taken care of.
Examples:
“I’m glad you voiced it out so that we can resolve this for you right away.”
“Is there anything else I could do for you”
“I hope I could find the best solution for you”

Do not forget to say thank you and smile at an appropriate time!!!

When you do not reach the resolution with the customer using this approach you may need to be a little
more assertive.
You can use the steps to reaffirm what you have offered the customer
I have an understanding or appreciation of / I feel / I want / Is that agreed

Example: GH – I appreciate you were expecting seat 29A, however I feel I have been clear in explaining
we had an aircraft change, and that seat does not exist, what I can offer you is a window at the front
or an aisle at the back, which would you prefer?
Example: Cargo – I appreciate you were expecting your freight to travel on today's flight; however, I
feel I have been clear in explaining why the flight did not operate today, what I can offer you is for the
consignment to travel either tomorrow or the day after which would you prefer?

Swissport International | Technical Training | GE-09B Handout 3 | v1 JUN2023