Courses

De-Escalating Intense Situations

In this course, instructor Myra Golden shares strategies for defusing intense situations, providing practical approaches that can help you calm angry customers.


Description

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.

Name De-Escalating Intense Situations
Language English
Duration 0:48 hours
Sector IT-ITES
Price (INR) FREE
Availablity Available full time
Certification Availability from Knowledge Partner Available
Certification Availability from eSkillIndia Not Available
Pre-Qualification Any

Course Rating

Average Rating:5.0

*   The QP alignment of the course is provided by the Knowledge Partner and the course may not cover the QP in entirety.