Category: De-escalation

Enhance Your De-escalation Skills On Your Lunch Break – 30-minute training with knowledge checks and simulations

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How to Handle Difficult Customers

(with a focus on de-escalation)

30-Minute De-escalation Online Class to Help Your Employees Get Angry Customers to Back Down, Even Customers Who Want a Supervisor – with Video Teaching, Simulations, Knowledge Checks, and Practice Interactions.

  • A customer support specialist said “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
  • Walmart called Myra’s eLearning “the gold standard” and John Hancock said, “The first thing that struck us was how engaging each module was….you are asked to actively participate in each module, and there are action items you take away.”
  • We’ve taken Myra’s onsite De-escalation Workshop and shrunk it down to a 30-minute high-impact interactive online class!

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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.

Three Ways To Fix the Escalation Problem

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Escalated calls are frustrating for everybody – the employee who knows she could’ve done the exact same thing the supervisor did, the supervisor whose hair is on fire, and for the customer who has lost time. It’s time to fix the escalation problem. Here are three ways you can prepare your employees to de-escalate so you can take a little stress out of everybody’s life.

1. See How Much It Costs You To Resolve Most Customer Issues

3 Steps to Reducing Stress and Escalations With Customer Service Teams

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Back in my call center days, I paid a consultant a wad to tell me to, “Give your employees time after each call to debrief with their co-workers, and create a culture where they can turn to each other for advice and guidance for how to navigate a tough call.” Here are the top three things my consultant advised me to do immediately to achieve the goals she set for me.

1. Create a spider web type layout where all of your employees can see and interact with one another at once.

2. Encourage employees to place callers on hold while they seek advice from the team on how to manage tough situations.

3. Build in time after calls for employees to cool-down after a particularly grilling interaction, and to talk the situation through with colleagues.

I took the consultant’s advice, and here’s what happened.

The 3-Prong Method To Get Customers Who Think They Need a Manager To Calm Down and Let You Help Them

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Let’s say have a customer who right out of the gate demands to talk to a supervisor. You can take the three easy steps I teach in my workshops to keep some customers from escalating.

1. Recognize/Acknowledge

When a customer immediately asks to speak to a supervisor, not wanting to give you a chance to assist, you can Recognize emotions like this.

“I can certainly understand why you’d want to speak to my manager. I want to get to the bottom of this just as much as you do.”

By saying this, or something similar, you acknowledge the customer’s perceived need to talk to someone else.

2. Reframe