Disengaging is a technique that’s most commonly used with an aggressive customer to help halt emotions and prevent arguments from occurring.

Disengaging means taking a break from the interaction to allow both parties to calm down or think more clearly, so when the conversation resumes it’s not as heated.

Once a conversation becomes unrewarding, it’s easy to offer an excuse for the completion at a later time.

Here are two common ways to end a conversation:


“Mr. Smith, let me check on your file for a minute before we continue.”

“I think it’s time for both of us to take a break and then approach this issue fresh tomorrow. I can be available at any time you choose.”

Disengaging is similar to using time-outs in that it gives the customer an opportunity to calm down. Unlike a timeout, disengagement does not require the customer be left alone, but relies on suspending conversation as its power.