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De-escalation Academy (Single Learner)
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.
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.