I had an inspiring video meeting with a long-term client I started working with in 2018. My client is now at a new company, and she reached out for de-escalation training. It turns out I’m already working with her new company for de-escalation train-the-trainer.
My client, thrilled that...
Like water is to a desert, my De-escalation Academy is to customer support teams who serve challenging customers.Â
That’s right… you NEED DE-ESCALATION training like the Sahara Desert needs a rainstorm! Need I say more?Â
This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate.
When we moved to Q & A,...
Learn how to guide challenging customers to the next steps using Psychological Priming! Pour up a cup of coffee and watch the replay of my live Q & A!!
If you need help getting angry customers to back down, check out my De-escalation Academ...
Customer service calls can sometimes get out of control. Upset and overtalkative callers take time and energy away from other customers and tasks. This is where practical call-control strategies come into play. In this course, I explain why customer calls get out of hand and i...
People in my workshops ask, “What do I say when a customer threatens suicide?”Â
Customers in distress are stressful for customer support teams.Â
When customers threaten self-harm or harm to others, they’ve taken the interaction outside the boundary of sincere conversation.
Understand ...
As I prepare for a workshop for a new client in Upstate New York, let me give you three things you can do to help your team get angry customers to back down, techniques right out of my De-escalation Training.
One. Coach Your Team to Acknowledge Customer Concern
When staff acknowledges how hard thi...
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Act as if every lost customer’s value to the company comes from your paycheck.
Believe in the best of customers. Don...
Research at Harvard showed us the power of the word “Because.” The experiment had people ask to cut in a line of people waiting to use a copy machine.
Researchers had the peopl...
In today's competitive business landscape, customer satisfaction is the key to success. One of the most critical aspects of customer satisfaction is how businesses handle mistakes and apologize to their customers. Making errors is inevitable for any business, but how we react to those errors can mak...
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The De-escalation Technique Executives, Politicians, and Customer Service Leads Use to Stay In Control! (It Worked on My Husband!) The technique is: Here’s what we know, Here’s what we’ve done, Here’s what’s next Grab the worksheet I mention right here.
Note: I caught the typo, too late; that...
If a customer gives you pushback, argues, or asks for a supervisor, one of the three things is going on:
The customer doesn’t trust you
The customer fears something
The customer sees you as a threat to getting what they want
Watch my video to get two powerful techniques you can use to preempt an esc...
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