De-Escalating Intense Situations Online Class

Description

In this course, you will :

• Recognize pushy behaviour when dealing with a customer.
• Summarize the purpose of conversation reframing.
• Determine the advantages of using partnering language.
• Determine the best way to respond to a customer who requests to speak with a manager.
• Determine which statements can be used to acknowledge a customer's problem.

Syllabus :

1. Pre-empt an Escalation

• Three reasons situations escalate and how to stop the cycle
• Positive positioning with customers
• The principle of don't push
• Manage expectations with customers
• Be regretful, but direct with customers

 

2. Three-Step De-escalation

• Recognize the customer's emotions
• Reframe the conversation
• Resolve the customer's issue

 

3. Double Your Effectiveness De-escalation

• Listen with the intent to understand
• Use partnering language with customers
• Dealing with your own frustration
• Dealing with demanding customers

 

4. Common Customer Issues

• When a customer asks for a manager
• When a customer disagrees with your policy
• Yelling or cursing customer
• Customer's request is not possible

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