How to De-escalate Angry Customers and Control Conversations

Command Tactics Adapted From Aikido, Hostage Negotiators, Trial Lawyers, and the Most Skilled Escalation Agents In Customer Service

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This training is about you executing a handful of potent de-escalation tactics adapted from the martial art Aikido, a former FBI hostage negotiator, trial lawyers, law enforcement, and the greatest escalation agents in customer service.

After this webinar, you’ll be confident in your ability to get any customer to back down and accept your word as final.

Sit down with me on Friday, March 1, 2019, at 1:00 pm ET for a 45-minute discussion on how to de-escalate.

No worries if you can’t make the date. We’ll send a recording of the training to all registrants on March 2nd. Use the recording to train new hires, as a refresher training, or to work with employees struggling later on with escalations.

Here’s What We’ll Cover

Why Interactions Escalate: When Customers Hit a Brick Wall, They Use a Hammer

Employees learn how not to start the cycle of escalation by opting for an assertive, and not an aggressive response to demanding customers.

Preempt Escalation: How to Assertively Take Charge and Reduce a More Intense Reaction

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 and Approach to Defuse and Persuade

Your employees learn how to strategically use their voice and words to create calm, regain control, and persuade customers to let them help.

Take the Reins: How to Use Empathy to Regain Control of the Interaction

Employees discover that psychologically, customers aren’t able to calm down until they feel heard and understood, and they learn four keys to communicating with empathy so they can defuse and move interactions to closure.

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, and they explore seven de-escalation tactics that create calm and persuade customers to accept the employee’s word as final.

Hold Unflappable: How to Control Your Response to Unreasonable Behaviors

Employees learn that verbal attacks only have power when they take the bait and react. The Aikido principle of “Force Never Meets Force” is introduced as a tactic for not allowing oneself to be provoked. 

How to De-escalate Angry Customers and Control Conversations

Command Tactics Adapted From Aikido, Hostage Negotiators, Trial Lawyers, and the Most Skilled Escalation Agents In Customer Service

March 1, 2019, 1:00pm ET – 1:45 pm ET 

(plus, stay for up to 15 minutes longer for  Q & A)

$295 per organization Register

No worries if you can’t make the date. We’ll send a recording of the training to all registrants on March 2nd. Use the recording to train new hires, as a refresher training, or to work with employees struggling later on with escalations.

About Your Facilitator, Myra Golden

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Myra is a favorite training partner to Fortune 500 companies with her customized, engaging, behavior-changing (and fun) customer service workshops, working with McDonald’s, Coca-Cola, Frito-Lay, Michelin, Vera Bradley, and other brands. She’s also an Author at LinkedIn Learning.

Before becoming the go-to trainer for the world’s biggest brands, Myra was the Global Head of Consumer Affairs for Thrifty Rent-a-Car System, and she was named one of the top 100 Rising Stars by Travel Agent Magazine for her landmark work in leading her team to restore customer confidence after service failures.

Myra has a master’s degree in human relations and a bachelor’s degree in psychology, helping her to understand the challenges of developing the best customer experience as it relates to the psychology of the employees.

 

How to De-escalate Angry Customers and Control Conversations

Command Tactics Adapted From Aikido, Hostage Negotiators, Trial Lawyers, and the Most Skilled Escalation Agents In Customer Service

March 1, 2019, 1:00pm ET – 1:45 pm ET 

(plus, stay for up to 15 minutes longer for  Q & A)

$295 per organization Register