The De-escalation Technique Executives, Politicians, and Customer Service Leads Use to Stay In Control! (It Worked on My Husband!) The technique is: Here’s what we know Here’s what we’ve done Here’s what’s next Grab the worksheet I mention right here.
Note: I caught the typo, too late, that appears as NOW – Should be “Here’s what we KNOW” (not “now”)
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.
Need more help?
For more help with de-escalation and call control, check out my De-escalation Academy.