Customer Service Employees Are Therapists, Cops, Negotiators, and Conflict Resolution Experts.
Is every other customer demanding, “Get me a manager?”
Do you find your customers more intense?
Are your employees burning out or quitting?
It’s not just you. Everyone is seeing this change.
I just read this quote from the New York Times.
“The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right. If employees are now having to take on many unexpected roles—therapists, cop, conflict-resolution negotiator—then workplace managers are acting as security guards and bouncers to protect their employees.”
My De-escalation Academy for Customer Service will help you bring down the temperature with those mean customers. I’ll show you how to transfer customers out of the emotional right-brain and guide them to the next steps inside the Academy.
If your team struggles to get angry customers to back down, get them in De-escalation Academy.
The 3R Conversation Control System™
(Formerly De-escalation Academy)Â
A psychology-based system that helps professionals stay calm, redirect difficult conversations, and confidently resolve interactions—even when the answer is no.
Used by teams at Fortune 500 companies and NFL guest experience organizations.
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