De-Escalating Intense Situations
Nearly every customer service professional has encountered a livid customer. These individuals may yell, curse, or forcefully disagree with a policy that you must enforce, but can’t control. Such situations are unquestionably tough, but—with the right approach—you can consistently de-escalate the tension. In this course, instructor Myra Golden shares strategies for defusing intense situations, providing practical approaches that can help you calm angry customers. Myra goes over what often causes situations to escalate, and shares practical steps you can take to prevent an escalation. She also provides tips that can help you reframe conversations, manage expectations, handle customers who ask for your supervisor, and more.
- Managing expectations
- Recognizing a customer’s emotions
- Reframing a conversation
- Resolving a customer’s issue
- Listening with the intent to understand
- Dealing with your own frustration
- Dealing with demanding customers
- Handling common customer issues
Screenshot Tutorials/Courses
Download Free Tutorial De-Escalating Intense Situations
https://drive.google.com/open?id=1LR3XQ9tBInP0OFd3LiuTKqbeevThSh5e
https://user.mshare.io/file/WgmLlNtP
https://campuen-my.sharepoint.com/:u:/g/personal/qedi005_365office_site/EZOHWuidYAtPvt3XkcmQXjQBit9cVuRJMd1wubuXyKrdNg
https://1fichier.com/?w0af5ici33kd0f9h7rz9
https://drive.google.com/a/student-topica.edu.vn/file/d/1cvJtORjAhbisv7rcdvp5LOCQ0wx3A-x9/view?usp=sharing
https://drive.google.com/a/student-topica.edu.vn/file/d/1wMAbTG7PvfTL7TZHhB1pk5icaU6daCLu/view?usp=sharing
https://uptobox.com/5na6pktbu7ky
