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De-Escalating Intense Situations

Manage expectations with customers

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.

    Instructor

    • 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

    - Recently, my flight was canceled due to tornadoes in my area, so I called my hotel to cancel the reservation since I wasn't getting into the city until the next morning. But the hotel told me that because I didn't cancel my reservation 72 hours in advance, I'd still be charged. I pointed out that I had to cancel because my flight canceled. The employee carefully managed my expectations, saying, "I'm noting that your flight was canceled "because of weather. "Our policy states that reservations not canceled 72 hours "prior to check-in will be charged a cancellation fee, "but I have opened a case documenting weather "as the reason you canceled. "The local hotel will research and get back to you. "Please understand this is solely "at the manager's discretion." I didn't like the news that I might still be charged, but I was impressed with the way the employee managed my expectations. I walked away with a clear understanding of the policy regardless of my circumstances. And this clarity…

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