Ready to Start Training Your Customer Service Team to De-escalate, But Not Sure Where to Start?
This free (and highly detailed) cheat sheet will give you everything you need to know to prepare your employees to redirect intensity when the customer asks for a manager, cusses, wants them to bend the rules when they need a graceful exit, and more.
(All you’ll have to do is print (or save) my guide and walk your team through the phrases!)
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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