The Workshop Is Over. Now What?
Here are resources to help you adopt and apply the key frameworks of the 3R De-escalation Method.
Get Angry Customers to Back Down!
Here are 57 Phrases you can use as-is or adapt to bring down the temperature with challenging customers assertively.
I have divided this guide into challenging situations you will likely encounter. With my phrases, you can feel confident, talk assertively, and get your customers to stop screaming and listen to you!
Practice the 3R De-escalation Method
When you have your employees walk through challenging interactions in a psychologically safe space, like in a training environment, difficult customers won’t feel so intimidating. Your employees will feel be more confident because they know the steps, and what they’ll say at each point of the conversation!
Facilitate practice sessions using the practice sheets from your workbook.
Check Out My Blog, YouTube, and LinkedIn Learning Catalog for More Resources
I have hundreds of articles, short videos and full training course content to support you in your customer experience journey. Here are links to guide you.
Revisit Your Stop, Stop, Continue Goals in 90 Days.
In the workshop, you set goals for what you'll start, stop, and continue. Take a look at your goals again in 90 days. Set a reminder on your phone to check back in with yourself. The team could share start, stop, and continue goals and discuss their progress at a team check-in.
