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[ CoursePig.com ] Linkedin - De-Escalating Conversations For Customer Service
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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.
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FILE LIST
Filename
Size
~Get Your Files Here !/1. Intense Customer Service Situations/001. Why you've been unsuccessful with angry customers.en.srt
2.2 KB
~Get Your Files Here !/1. Intense Customer Service Situations/001. Why you've been unsuccessful with angry customers.mp4
19 MB
~Get Your Files Here !/2. Pre-empt an Escalation/002. Three reasons situations escalate—and how to stop the cycle.en.srt
6.2 KB
~Get Your Files Here !/2. Pre-empt an Escalation/002. Three reasons situations escalate—and how to stop the cycle.mp4
49.2 MB
~Get Your Files Here !/2. Pre-empt an Escalation/003. Positive positioning with customers.en.srt
5.1 KB
~Get Your Files Here !/2. Pre-empt an Escalation/003. Positive positioning with customers.mp4
41.5 MB
~Get Your Files Here !/2. Pre-empt an Escalation/004. The principle of don't push.en.srt
6.5 KB
~Get Your Files Here !/2. Pre-empt an Escalation/004. The principle of don't push.mp4
51.8 MB
~Get Your Files Here !/2. Pre-empt an Escalation/005. Manage expectations with customers.en.srt
5.2 KB
~Get Your Files Here !/2. Pre-empt an Escalation/005. Manage expectations with customers.mp4
39.9 MB
~Get Your Files Here !/2. Pre-empt an Escalation/006. Be regretful but direct with customers.en.srt
4.4 KB
~Get Your Files Here !/2. Pre-empt an Escalation/006. Be regretful but direct with customers.mp4
33.9 MB
~Get Your Files Here !/3. Common Customer Issues/010. Yelling or cursing customer.en.srt
3.6 KB
~Get Your Files Here !/3. Common Customer Issues/010. Yelling or cursing customer.mp4
28.7 MB
~Get Your Files Here !/3. Three-Step De-escalation/007. Recognize the customer's emotions.en.srt
3.8 KB
~Get Your Files Here !/3. Three-Step De-escalation/007. Recognize the customer's emotions.mp4
29.8 MB
~Get Your Files Here !/3. Three-Step De-escalation/008. Resolve the customer's issue.en.srt
2.3 KB
~Get Your Files Here !/3. Three-Step De-escalation/008. Resolve the customer's issue.mp4
17.8 MB
~Get Your Files Here !/4. Common Customer Issues/009. When a customer disagrees with your policy.en.srt
4.7 KB
~Get Your Files Here !/4. Common Customer Issues/009. When a customer disagrees with your policy.mp4
34.2 MB
~Get Your Files Here !/6. Double Your Effectiveness De-escalation/016. Listen with the intent to understand.en.srt
4.6 KB
~Get Your Files Here !/6. Double Your Effectiveness De-escalation/016. Listen with the intent to understand.mp4
36.1 MB
~Get Your Files Here !/6. Double Your Effectiveness De-escalation/017. Use partnering language with customers.en.srt
3.2 KB
~Get Your Files Here !/6. Double Your Effectiveness De-escalation/017. Use partnering language with customers.mp4
25.3 MB
~Get Your Files Here !/6. Double Your Effectiveness De-escalation/018. Dealing with your own frustration.en.srt
4.5 KB
~Get Your Files Here !/6. Double Your Effectiveness De-escalation/018. Dealing with your own frustration.mp4
34.5 MB
~Get Your Files Here !/6. Double Your Effectiveness De-escalation/019. Dealing with demanding customers.en.srt
4.4 KB
~Get Your Files Here !/6. Double Your Effectiveness De-escalation/019. Dealing with demanding customers.mp4
35.4 MB
~Get Your Files Here !/7. Common Customer Issues/020. When a customer asks for a manager.en.srt
4.8 KB
~Get Your Files Here !/7. Common Customer Issues/020. When a customer asks for a manager.mp4
36 MB
~Get Your Files Here !/7. Common Customer Issues/021. When a customer disagrees with your policy.en.srt
4.7 KB
~Get Your Files Here !/7. Common Customer Issues/021. When a customer disagrees with your policy.mp4
34.1 MB
~Get Your Files Here !/7. Common Customer Issues/022. Customer's request is not possible.en.srt
4.4 KB
~Get Your Files Here !/7. Common Customer Issues/022. Customer's request is not possible.mp4
33 MB
~Get Your Files Here !/7. Common Customer Issues/022. Yelling or cursing customer.en.srt
3.7 KB
~Get Your Files Here !/7. Common Customer Issues/022. Yelling or cursing customer.mp4
28.7 MB
~Get Your Files Here !/Bonus Resources.txt
386 B
~Get Your Files Here !/Glossary_De_Escalating_Conversations_Customer_Service/Exercise Files/Glossary.pdf
29 KB
~Get Your Files Here !/NA. NA/0NA. Customer's request is not possible.en.srt
4.3 KB
~Get Your Files Here !/NA. NA/0NA. Customer's request is not possible.mp4
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