What you will learn

• Reasons for the escalation of customer conversations
• Methods & tools for avoiding escalations
• Strategies to defuse escalating conversations
• 3-step plan for de-escalating critical discussions

Description

We are all realizing that the world around us is becoming increasingly fast-paced and complex. This is also affecting us in service. One effect of this is that customers today often have less patience and the tone of conversation is becoming increasingly harsh. As a result, the number of conversations that escalate is also increasing. It is therefore all the more important to adapt to this situation and to develop suitable means and strategies to defuse such situations.

This is where we want to start with this course. We will start by working out together what causes conversations with customers to escalate and what the typical reasons are. This will help you to better understand the situation and to recognize when it is appropriate to use which methods. In the actual main part of the course, we will then provide you with a few methods and tools based on very practical examples with which you can actively prevent these escalations. We will then look at de-escalation strategies in case these methods fail and a conversation escalates anyway. After completing the course, you will have some strategies for dealing with such situations more confidently in the future.

The course is aimed at all service employees who actively work at the interface with customers and are regularly in personal contact with customers.

The course is not for you if you are looking for management approaches on how to better manage the interaction with your customers. It is a communication course for professionals at the customer interface.

Requirements

• Internet access
• Current browser version (Chrome or Firefox recommended)
• Commercial buyer