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De-Escalating Intense Situations Certificate

De-Escalating Intense Situations

Myra Golden Author, Trainer, Keynote Speaker


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.

Learning objectives

  • Recognize examples of pushing when dealing with a customer.
  • Summarize the goal of reframing conversations.
  • Identify the benefits of using partnering language.
  • Determine the best response to a customer who asks to speak to a manager.
  • Identify statements that can be used to acknowledge a customer’s issue.


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