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

    - I do an exercise in my workshops, where I give participants a sheet of paper with the numbers one through 99 scattered on the page. I instruct everyone to find the numbers in order. That is, find one, then two, and so on. They have 60 seconds to do this. Most people struggle with this. They only get to about 35 on average. That's when I reveal that while the numbers appear to be randomly scattered on the page, there's a pattern. The pattern is to envision the sheet divided into four quadrants, and the numbers are in order, with one number in each quadrant. With the pattern revealed, people find all of the numbers in less than 20 seconds. Just like this exercise, the escalating, intense situations with customers is hard, until you have the right approach. In this course, I'll show you how to choose words that create calm with an upset customer. I'll walk you through how to reframe conversations so customers don't get worked up while venting. And I'll teach you the absolute best way…

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