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De-Escalating Intense Situations

Listen with the intent to understand

From the course: De-Escalating Intense Situations

  • Course details

    Nearly every customer service professional has encountered a livid customer. These individuals may yell, curse, or forcefully disagree with a policy that you must enforce, but can't control. Such situations are unquestionably tough, but—with the right approach—you can consistently de-escalate the tension. In this course, instructor Myra Golden shares strategies for defusing intense situations, providing practical approaches that can help you calm angry customers. Myra goes over what often causes situations to escalate, and shares practical steps you can take to prevent an escalation. She also provides tips that can help you reframe conversations, manage expectations, handle customers who ask for your supervisor, and more.


    • Click here to view Myra Golden’s instructor page

      Myra Golden

      Customized Engaging Customer Service Training and Author at LinkedIn Learning

      • Myra Golden is an author, trainer, and keynote speaker.

        For over 20 years, Myra has been helping companies improve the customer experience through her customer service training workshops. She 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.

        Myra has helped McDonald's, Coca-Cola, Michelin, Frito-Lay, Vera Bradley and many others improve the customer experience through her training. She was named one of the top 10 customer service bloggers by Huffington Post, and she is the co-author of Beyond WOW: Defining A New Level of Customer Service.

    Skills covered in this course

  • Why you've been unsuccessful with angry customers

    - There are two ways you can listen to a customer. You can listen with the intent to reply. Listening with the intent to reply is listening for your opportunity to direct the customer where you think they need to go. You're listening with the intent to control the interaction. The other way to listen to customers is to listen with the intent to understand. With this level of listening, you seek to understand the other person, you don't interrupt or make assumptions. Your only focus is understanding the customer's perspective. Let's watch the difference between listening with the intent to reply and listening with the intent to understand. - Hi, I'd like to check the status of a shipment. - Shipping details are available on our website 24 hours a day, do you need the web address? - I've already tracked on your website, my issue is the package shows delivered but I don't have it. - Tracking number? - Yes, hold on. TY3729. - The package was delivered yesterday at 3:06 p.m. and left on…

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