Mini Workshop: The 3R De-escalation Method

COVID-19 is making customers more hostile, and you need a strategy for quickly containing the situation and de-escalating the interaction. The 3R Method is battleground tested and easy to use – ideal for when you have to give bad news, enforce a mask requirement, or get an angry customer to calm down and listen to you.

When you use these steps in your next challenging conversation with a customer, you’ll be more assertive and in control of the interaction. If you find you need more help, spend some time looking around my blog, where I have dozens of tips, videos, and phrases to help you get angry customers to back down.