Verbal De-escalation for Phone Interactions
This course provides learners with the skills they need to de-escalate angry callers, all while maintaining best practices in customer service and professionalism. Duration: ~60 minutes
Our unique and engaging verbal de-escalation training gives employees the confidence and skills to effectively respond to the continuum of client and customer conflict, from low-level agitation through to verbal abuse and aggression. This course is designed to create a shift in how workers perceive and respond to escalating interactions, and as a result, workers assume greater responsibility for their choices and the critical role they can take in how situations play out.
De-escalation Strategies | Video Review and Analysis
Best Practices for Pro-active De-escalation
Response to Customer Profanity, Abuse, Threats
Pre-planning and Managing our Response
Response to Phone Threats