Nearly every customer service professional has encountered a livid customer. These individuals may yell, curse, or forcefully disagree with a policy you must enforce but can’t control. Such situations are unquestionably challenging, but—with the right approach—you can consistently de-escalate the tension.
In my De-escalation for Customer Service LinkedIn Learning course, I share strategies for defusing intense situations, providing practical approaches that can help you calm angry customers.
During the training, I go over what causes situations to escalate and share practical steps you can take to prevent them. I also provide tips on rephrasing conversations, managing expectations, and dealing with customers who ask for your supervisor.
In addition, I provide tips for rephrasing conversations, managing expectations, and dealing with customers who ask for your supervisor.