Skip to main content

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.


Labels:

Comments

Post a Comment

Popular posts from this blog

Create an A/B web page marketing test with Google Optimize

Create an A/B web page marketing test with Google Optimize  Completed by  Dawid F. Prestini May 2, 2021 1.5 hours Grade Achieved: 80% Certifies their successful completion of Create an A/B web page marketing test with Google Optimize In this 12-hours long project-based course, you will learn how to create an A/B web page marketing test with Google Optimize and Google Analytics, personalizing weight option, goals, targeting, activation, and using a sample Google Sites to practice. Note: This course works best for learners who are based in the North America region. We’re currently working on providing the same experience in other regions. Intro and get started with Google Optimize Activate Google Optimize, Analytics and install the extension Create a sample Google Site Install Optimize, Analytics and set up the first experience Create a page variant for A/B testing Set up page and audience targeting Create objectives Finish additional settings, traffic allocation and ac...
Post a Comment
Read more

Introduction to Web Development Certificate

📖 I ntroduction to Web Development Certificate  Daniel Randall Web Dev. Instructor  University of California Davis   🕐 6  wks Completed by  Dawid F. Prestini April 14, 2021 6 weeks of study Grade Achieved: 82.92% Certifies their successful completion of Introduction to Web Development This course is designed to start you on a path toward future studies in web development and design, no matter how little experience or technical knowledge you currently have. The web is a very big place, and if you are the typical internet user, you probably visit several websites every day, whether for business, entertainment or education. But have you ever wondered how these websites actually work? How are they built? How do browsers, computers, and mobile devices interact with the web? What skills are necessary to build a website? With almost 1 billion websites now on the internet, the answers to these questions could be your first step toward a better understanding of th...
Post a Comment
Read more

Giving Helpful Feedback Certificate

 Giving Helpful Feedback Certificate Completed by  Dawid F. Prestini April 25, 2021 5 weeks of study Grade Achieved: 92% Certifies their successful completion of Giving Helpful Feedback This course teaches you the simple principles expert managers use to improve and motivate employee performance. You’ll never have to avoid telling an employee “the truth” again, because the seven techniques we teach will not make employees defensive or afraid. As a manager, or someone who would like to be a manager, you’ll also learn specifically what feedback is, how negative feedback is weighed more heavily than positive, and how positive feedback can super-charge behaviors such as creativity and teamwork. Giving feedback is a skill which develops over time. We give you a process you can use to improve your feedback skills and deliver it with confidence. You will find that there is a scientific basis for many of your observations and intuitions about feedback—such as, it is hard to give ...
Post a Comment
Read more