Take Challenging Customers From a Boil to a Simmer Using the Reframe Method (Step 2 of My De-escalation Strategy)

Reframe.001When you need to pre-empt an escalation in aggression with a customer, reframe the conversation using the three steps politicians and CEOs use for damage control and to control the message.

Explain:

Here’s what we know
Here’s what we’ve done
Here’s what’s next

When you use these steps, you’ll reframe the problem, create calm, and be in control of the conversation. I walk you through the three components of framing, and I give an excellent example of the technique in this video.

 

I pulled this 4-minute video on the Reframe step from my De-escalation training so you can have a quick teaching method to share this 3-step method with your team. If you find you need more help with de-escalating, consider my online de-escalation class.

 

Published by

myragolden

Myra is a favorite training partner to Fortune 500 companies with her customized, engaging, behavior-changing (and fun) customer service workshops, working with McDonald’s, Coca-Cola, Frito-Lay, Michelin, Vera Bradley and other brands.

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