Give Your Team the Confidence to Get Angry Customers to Back Down

By the end of this training, your employees will have worked out:

• Exactly what they fear about issuing a denial, telling a customer what they don’t want to hear, or enforcing a contentious policy.
• Getting results with their words using psychological priming to significantly increase the rate of customers accepting their word as final.
• The role empathy plays in making customers feel understood and moving customers out of the emotional right-brain. (Conveying empathy early significantly reduces average handle time.)
• How to tactically use labeling to bring down the temperature in emotionally-charged interactions.
• Positive positioning to reframe the customer’s perspective on the issue.
• Why customers pushback or ask for a supervisor.
• Two tools to remove themselves as a threat in the customer’s mind (if the customer sees you as a threat, no meaningful dialogue will take place).
• How to tactically use their voice tone and downward inflection to assert their authority and redirect interactions.
• Why they must link the communication chain to defuse anger and move the customer out of venting.
• Call control techniques that immediately get their average handle time down.