Welcome to the “How to De-Escalate” lesson intended to give call center representatives three avenues in which to de-escalate a call. This lesson is the second of three in the “Call Center Essentials” course, which provides and demonstrates general tips for de-escalating upset callers, as well as an overall better call experience. After viewing this lesson, call center representatives will understand how to better implement their approach, attitude, and actions to help minimize upset callers.
Overview
COURSE DIFFICULTY
COURSE DURATION
8m
Skills Learned
After completing this online training course, students will be able to:
Recognize the signs of escalating customer situations
Utilize effective communication techniques to calm upset customers
Implement strategies for resolving conflicts and finding solutions
Apply active listening skills to better understand customer concerns
Develop a personal action plan for handling difficult interactions
Call center representatives, Customer service agents, Team leaders, Supervisors, Managers
Basic knowledge of customer service principles
01. Introduction to De-Escalation
02. Understanding Customer Emotions
03. Communication Techniques for De-Escalation
04. Conflict Resolution Strategies
05. Creating a Personal Action Plan
SKILLS LEARNED
Skills Learned
After completing this online training course, students will be able to:
Recognize the signs of escalating customer situations
Utilize effective communication techniques to calm upset customers
Implement strategies for resolving conflicts and finding solutions
Apply active listening skills to better understand customer concerns
Develop a personal action plan for handling difficult interactions
WHO SHOULD ATTEND
Call center representatives, Customer service agents, Team leaders, Supervisors, Managers
PREREQUISITES
Basic knowledge of customer service principles
COURSE OUTLINE
01. Introduction to De-Escalation
02. Understanding Customer Emotions
03. Communication Techniques for De-Escalation
04. Conflict Resolution Strategies
05. Creating a Personal Action Plan
