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De-Escalating Intense Situations

The principle of "don't push"

From the course: De-Escalating Intense Situations

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  • 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

    - In my workshops, I do an exercise where I have everybody find a partner. And I have each duo choose a person to be partner A and the other person is partner B. Then I tell partner A to hold up the palm of their hand. Next, I ask partner B to press their palm against the palm of partner A. And then I watch the audience for several seconds. Next, I ask, how many of you who were partner A pressed your palm against the palm of partner B? And I take a look around and nearly every hand goes up. Those who were partner A instinctively pressed against B. But here's the thing, I told A to just hold their hand up, I didn't tell them to apply pressure, that was B's job. When I asked those who were A why they pushed, the answer was always, they were pushing, so I pushed back. Pushing back when we've been pushed is a natural response for most of us. This is why we are quick with a comeback if someone accuses us of something. But with customers, this natural push reflex usually ends badly. When…

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