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De-Escalating Conversations for Customer Service

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Successfully defuse intense situations with angry customers. Learn practical approaches for managing a customer's frustration, as well as your own.

Syllabus

Introduction

Why you've been unsuccessful with angry customers

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

Conclusion

Start, stop, continue exercise

Taught by

Myra Golden

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4.8 rating at LinkedIn Learning based on 2530 ratings

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