Start, stop, continue exercise

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 Digital Customer Service Training and Instructor 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

    - As we wrap up, I'd like you to set goals based on what you've learned. Grab something to write with or use the notebook feature to type out the following. I'd like you to write down these three words, start, stop, and continue. Now write down one thing you will start doing as a result of something you've learned in this training. Next, what's one thing you commit to stop doing? Perhaps you learned that there's something holding you back from deescalating intense interactions. Write down that one thing. Finally, what's one thing you will continue to do? There are plenty of things you're already doing that help you deescalate intense situations. Reinforce what you're doing well by writing it down. This simple start, stop, continue exercise is a fantastic way to capture your biggest takeaways and it can help you apply what you've learned. If you find that you need more help with deescalation, visit my blog at, where I have dozens of resources, including good phrases for deescalating and lots of inspiration to help you stay in control of challenging interactions. Thanks for taking this course with me.

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