De-Escalating Difficult Customer Interactions
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 鈥淣o鈥 Tactfully, yet Assertively
- Practice Concluding a Difficult Conversation
We can tailor this program and deliver it on-site for your employees and leaders.
Deborah Easton
91PORNA facilitator Deborah Easton has been a communications coach for 30 years, and provides audiences with practical and effective advice for communicating with colleagues, customers and direct reports. Her鈥