De-Escalating Difficult Customer Interactions
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De-Escalating Difficult Customer Interactions Overview
This program is designed to assist anyone who interacts with customers either in-person or via telephone or email. Trying to maintain a "customer first" or "the customer is always right" attitude can be difficult when the customer is angry, unreasonable or deliberately attempting to escalate a negatively charged situation.
This program provides the tools for responding appropriately in emotionally charged situations to ultimately attain a calm conclusion in the conversation.
- Determine the Real Issue Driving the Difficult Behavior
- Avoid Antagonistic Tactics That Derail the Conversation and Increase Strong Emotion
- Maintain Composure
- Respond With Influential Listening
- Utilize Calming Word Choice
- Avoid Word Choice That Escalates Emotion
- Say “No” Tactfully, yet Assertively
- Practice Concluding a Difficult Conversation
We can tailor this program and deliver it on-site for your employees and leaders.