How to Prepare Your Employees to Get An Angry Customer to Back Down

Woman working at his desk in a call center

“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

How to Prepare Your Employees to Get Angry Customers to Back Down
Live Webinar with Myra Golden (Recording included)
Friday, May 31st 1:00pm ET – 1:45pm ET

I’m giving you the recording of this event so you can use it as a training tool with new hires or anyone who struggles with demanding customers.

Here’s What We’ll Cover:

Preempt Escalation: How to Take Charge and Reduce a More Intense Response From Your Customer 

  • Why anger must be acknowledgd and exactly how to do it
  • The two things angry people want – knowing these things is the most potent way to preempt an escalation
  • The 3-step process politicians, police chiefs, and CEOs use to de-escalate a crisis and how you can use these same steps to de-escalate conversations with demanding customers
  • Exactly what to say to the customer who demands to speak to a supervisor

At the end of this section, your employees will know the three things that must be explained to the customer to get the customer to accept their word as final, thus minimizing escalation.

Tactical Communication: How to Strategically Use Your Voice to Defuse and Persuade

  • Your employees learn how to strategically use their voice to create calm, regain control, and persuade customers to let them help
  • Discover the necessary tone to use when customers have crossed the line (assertive, but still professional)
  • Plus, a reminder of the baseline friendly tone that can be a de-escalation tool in itself

Hi Myra, your training yesterday was fantastic. I was even able to apply your de-escalation techniques on my 2-year-old son and it worked like magic. He was having a fit to go to bed and I used your right-brain-left-brain technique. I was able to move him to his left brain by asking the color of his 3 favorite characters and he immediately calmed down and cuddled in bed with me. I thought you would appreciate the feedback 😉 Thank you.

–Marcia B.

 

Mitigate and Blunt: How to Get An Angry Customer to Back Down And Listen to You

  • Your employees learn how to use acknowledgment to move customers from the emotional right-brain to the rational left-brain
  • Explore seven de-escalation tactics that create calm and persuade customers to accept the employee’s word as final
  • The 3-Step De-escalation Strategy I teach in my onsite workshops, so your employees can quickly regain control of the conversation with confidence and with professionalism
  • Make sure language is not provoking, so your employees don’t dig themselves into a deeper hole – including examples of the contrast between provoking and positive language

Bonus!

Get a 12-month license to my De-escalation eLearning course! Share this class with your employees to prepare them to handle difficult customers with confidence and more ease.

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This training is perfect for:

  • Call Center Representatives
  • Front desk employees in healthcare
  • All employees who struggle to maintain or regain control with challenging customers quickly
  • Supervisors and managers who need to quickly train employees on how to get angry customers to back down

The outcome of this web event is attendees walk away with specific techniques to create calm, take control of the call, defuse anger and move the call to closure. Employees will apply these tactics right away, and supervisors will have a training and coaching plan to share these techniques with their teams.

 

 

 
How to Prepare Your Employees to Get Angry Customers to Back Down
Live Webinar with Myra Golden (Recording included)
Friday, May 31st 1:00pm ET – 1:45pm ET  $299

I’m giving you the recording of this event so you can use it as a training tool with new hires or anyone who struggles with demanding customers.

Save your seat in this webinar now!