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De-Escalating Intense Situations

Use partnering language 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

    - When a customer reaches out to you about a problem, they usually don't think things will be easy. They expect to have to push for what they want. To customers, it's them against you. Visually it's like this. There's a brick wall between you and your customer. You're on one side of the wall and your customer is on the other. The customer sees the issue they're trying to get resolved as being on the same side of the wall as you. To get their issue resolved, customers have to penetrate that wall. To break down the barrier some customers will just ask to talk to a supervisor. Some will overtalk you. Others will use profanity. It's up to you to stop your customer's focus on knocking down the bricks. You have to let your customer know that you're not on opposite sides. You're on the same side. You can let customers know you're on their side by using partnering language. Partnering language bridges the gap between you and the customer and it shows the customer that you both want the same…

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