How the LAER Model Helps Customer Service Teams Handle Complaints

Handling customer complaints effectively requires more than quick answers. When customers are frustrated or upset, the way an agent listens and responds can determine whether the situation is resolved—or escalates further.

The LAER model provides a structured approach for managing difficult customer conversations with empathy and clarity. By guiding agents through listening, acknowledging concerns, and responding thoughtfully, the LAER model helps turn negative experiences into opportunities to rebuild trust.

The LAER model is a framework designed to help agents handle complaints and emotionally charged interactions. LAER stands for Listen, Acknowledge, Explore, and Resolve. Each step ensures the customer feels heard before the agent moves toward a solution.

Originally popularized in customer experience and service recovery contexts, the LAER model is particularly effective for managing escalations, service failures, and dissatisfied customers. It shifts the focus from defending policies to understanding the customer’s perspective and working collaboratively toward resolution.

For teams looking to learn how structured frameworks improve customer service, the LAER model offers a proven, people-first approach.

Applying the LAER model requires agents to slow the conversation down and follow each stage deliberately.

Listen

Give the customer space to fully explain their issue without interruption. Active listening helps defuse emotion and prevents misunderstandings.

Acknowledge

Validate the customer’s feelings and concerns. Acknowledgment shows empathy and reassures the customer that their experience matters.

Explore

Ask clarifying questions to understand the root cause of the issue and what outcome the customer is seeking. This step helps align expectations before proposing a solution.

Resolve

Offer a fair and clear resolution. Explain what actions will be taken and confirm next steps so the customer knows what to expect.

When used consistently, the LAER model helps customer service agents manage conflict more confidently and reduce escalation rates.

Imagine a customer contacting support after a delayed delivery caused them to miss an important deadline.

The agent begins by listening without interruption as the customer explains their frustration. The agent then acknowledges the inconvenience and emotional impact of the delay. During the explore phase, the agent asks questions to understand what went wrong and what resolution the customer expects. Finally, the agent resolves the issue by offering an appropriate solution and outlining next steps.

By following the LAER model, the agent turns a tense interaction into a constructive conversation focused on resolution.

The LAER model becomes even more effective when paired with video calls and screen sharing, especially during high-emotion or high-stakes interactions.

With Apizee, agents can use video to better read emotional cues during the listen and acknowledge stages, helping customers feel genuinely heard. Screen sharing supports the explore and resolve phases by visually reviewing order details, timelines, or corrective actions in real time.

Visual engagement increases transparency, reduces misunderstandings, and helps rebuild trust—making it a powerful complement to the LAER framework.

The LAER model provides customer service teams with a clear, empathetic structure for handling complaints and escalations. By prioritizing listening and acknowledgment before resolution, agents can defuse tension and deliver more positive outcomes.