De-Escalating Conversations for Customer Service
- Offered byLinkedin Learning
De-Escalating Conversations for Customer Service at Linkedin Learning Overview
Duration | 1 hour |
Total fee | ₹1,150 |
Mode of learning | Online |
Difficulty level | Advanced |
Credential | Certificate |
De-Escalating Conversations for Customer Service at Linkedin Learning Highlights
- Earn a sharable certificate
De-Escalating Conversations for Customer Service at Linkedin Learning Course details
- In this course, instructor Myra Golden shares strategies for defusing intense situations, providing practical approaches that can help learner calm angry customers
- Myra goes over what often causes situations to escalate, and shares practical steps learner can take to prevent an escalation
- She also provides tips that can help learner reframe conversations, manage expectations, handle customers who ask for supervisor, and more
De-Escalating Conversations for Customer Service at Linkedin Learning Curriculum
Introduction
Why you've been unsuccessful with angry customers
Pre-empt an Escalation
Three reasons situations escalate and how to stop the cycle
Positive positioning with customers
The principle of don't push
Manage expectations with customers
Be regretful, but direct with customers
Three-Step De-escalation
Recognize the customer's emotions
Reframe the conversation
Resolve the customer's issue
Double Your Effectiveness De-escalation
Listen with the intent to understand
Use partnering language with customers
Dealing with your own frustration
Dealing with demanding customers
Common Customer Issues
When a customer asks for a manager
When a customer disagrees with your policy
Yelling or cursing customer
Customer's request is not possible
Conclusion
Start, stop, continue exercise
De-Escalating Conversations for Customer Service at Linkedin Learning Faculty details
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