In my de-escalation and customer service workshops, I force conflict with your team, step back, and observe how they work through the issue. Frustration, lack of listening, and failure are expected during the exercise.
My next step is to debrief the activity to reveal best practices for problem-so...
Imagine your next phone call is from an angry, irate customer who is frustrated (like all of us) about the pandemic and takes things out on you.
Are you 100% confident you can handle it?
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My Get Angry Customers to Back Down De-escalation Academy is the most comprehensive training for bringing down the temperature in interactions, redirecting conversations, and getting angry customers to back down.
"Get Angry Customers to Back Down"Â is the only training for customer service that sh...
Are you tired of your employees feeling overwhelmed and stressed when dealing with angry customers? Enroll your team in my De-escalation Academy, and Iâll teach them the tactics to bring down the temperature in interactions, redirect conversations, and easily handle even the most challenging situati...
I pulled out my Afro pick and fluffed out my curls to teach psychological priming in De-escalation Academy! My students learned how to nudge customers to accept their words as final with psychological word choice! Get your team enrolled in the next De-escalation Academy!
With empathy and a smile, customer support teams must give bad news, deal with angry people, and de-escalate intense interactions. Your team - and you- deserve support, and it's my pleasure to serve YOU!
I've designed customer service training for some of the world's...
We took my sonâs phone in for repair. After looking at the phone, the employee said. âLiquid has come in contact with this phone. Your warranty doesnât cover this, but we have several options. We can repair the unit, or we can sell you a refurbished model.â
While I wasnât happy to learn that weâ...
In my De-escalation Academy today, I taught how to politely yet firmly say ânoâ to a customer. I call the method âU S A.â Iâm sharing with you the very teaching from todayâs workshop.
Try out U S A and let me know how it works. For more ideas like this, check out De-escalation Academy.
Pra...
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 youâll have to do is print (or save) my gu...
Is your team dealing with increased irritability from customers? Do your people struggle to get angry customers to back down?Â
If so, have your employees watch this video before they talk to their next angry customer.
Disarming demanding customers takes psychology, and I break it down for your tea...
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 Iâm 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
Thatâs right⌠you NEED DE-ESCALATION training like the Sahara Desert needs a rainstorm! Need I say more?Â
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