Some of you know my undergrad degree is in Psychology. I taught college psych several years before jumping into the customer service space.
I apply psychological principles to all my work in de-escalation and call control.
In last week’s super-fantastic 4-day De-escalation Academy, I taught my students how to use psychology to get angry customers to back down and accept their word as final.
Come inside De-escalation Academy for a 2-minute training on Psychological Priming to Get Customers to Accept Your Word As Final. And share this with your agents.