De-Escalating Intense Situations/ with Myra Golden.

Format:

Video

Author/Creator:

Golden, Myra, speaker.

Contributor:

linkedin.com (Firm)

Language:

English

Genre:

Instructional films.

Educational films.

Video recordings.

Physical Description:

1 online resource

polychrome

Place of Publication:

Carpenteria, CA:: linkedin.com, 2019.

System Details:

Latest version of the following browsers: Chrome, Safari, Firefox, or Internet Explorer. Adobe Flash Player Plugin. JavaScript and cookies must be enabled. A broadband Internet connection.

Summary:

Successfully defuse intense situations with angry customers. Learn practical approaches for managing a customer's frustration, as well as your own.

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.

Participant:

Presenter: Myra Golden

Notes:

3/13/20191

Access Restriction:

Restricted for use by site license.