How to Handle Difficult Customers (with a focus on de-escalation)
Training Length: 30 minutes, with knowledge checks
Thanks to the Internet and social media, customers are savvier now than ever before. Although this sounds like a good thing, the net result is an increase in stress for frontline customer service professionals. According to Newsweek magazine, the stress level of consumer services professionals is comparable to that of air-traffic controllers and police officers. In short, the role of customer service now ranks as one of the 10 most stressful jobs in the U.S.
Creating calm with difficult customers is not a matter of using aggressive tactics. It’s also not about employees being a doormat, giving in to customer demands or escalating to a supervisor. This training is about how to take assertive control, create calm and pre-empt escalations.
- The 3-step process politicians, police chiefs, and CEOs use to de-escalate a crisis situation and how you can use these same steps to de-escalate conversations with difficult customers.
- Exactly what to say to the customer who demands to speak to a supervisor. This method is polite and effective.
- You cannot ignore a customer’s expression of anger – find out why.
- The psychology of anger – Understand what is going on in the mind of your angry customer.
- Three things angry people want – knowing these things is the most powerful way to preempt an escalation.
- The outcome of this training is employees walk away with specific techniques to create calm, take control of the call, defuse anger and move the call to closure.
“In regards to your eLearning course, your coaching has immensely helped me with a few difficult calls these past three weeks. The particular course that was pivotal to these calls was your “How to De-escalate” section.”
–Anna Hoang, Customer Support Specialist I, Vertafore
“I have had the pleasure and the privilege of attending several seminars given by Myra Golden. I have come away from each one with valuable knowledge that has assisted me in my job and in my everyday life. I still quote her on many occasions and use her ideas with great success. She is knowledgeable, articulate and dynamic in her delivery. Her warmth and soft style have kept me glued to her every word. Start looking for her name on the seminars you are offered and sign up. You will not be sorry.”
—Ligea Adsit, Former Supervisor, Customer Care, Thrifty Rent-A-Car System, Inc.