De-escalation Techniques for Customer Service Professionals
De-escalation Techniques for Customer Service Professionals
Skills you’ll gain
When dealing with difficult customers, many people say, "Don't take it personally." The exact opposite needs to happen!
In this course, senior customer experience executive Daron Fowlks will teach you how to lean into these difficult customers, truly listen, respond, take a genuine interest in them, resolve issues, and get them back to using your products and services.
First, Daron begins the course by sharing strategies to help you prepare for difficult customers. Next, once you've learned how to prepare for difficult customers, Daron walks you through how to engage with them in a focused and constructive way. Then, Daron concludes the course by sharing strategies for resolving problems with difficult customers while taking the time to recognize opportunities for improvement. Finally, after completing this course, you'll be equipped with the strategies and tools you need to effectively prepare for, engage with, and resolve problems with difficult customers.
This will be an energizing course for both you and the customer, and you'll walk away with valuable insights into how to drive customer loyalty and retention.
Syllabus
Download syllabus-
1
Evaluate your company culture If you focus on policy or compliance, dealing with difficult customers will be common and escalate frequently. After this lesson, you'll be able to evaluate your customer service culture and apply strategies to focus on resolution instead of compliance. 2m
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2
Cultivate a desire to help Before entering into conversations with difficult customers, it's important to cultivate a genuine desire to help the customer. After this lesson, you'll be able to apply strategies to cultivate a desire to help the customer, and you'll be able to identify and apply strategies to effectively communicate this desire to the customer. 2m
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3
Focus on the customer need When preparing to deal with difficult customers, take the time to recognize and understand the customer's need to use your product or service. After this lesson, you'll be able to ask yourself key questions to begin identifying why your products/services may be important to them. 2m
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4
Mistakes to avoid Certain phrases and practices can cause customers to escalate quickly. After this lesson, you'll be able to identify mistakes to avoid when it comes to preparing for difficult customers. 2m
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1
Focus and eliminate distraction Giving your customers your full attention is an important part of successfully dealing with difficult customers. After this lesson, you'll be able to completely focus on the customer, eliminate any distractions, listen, and take notes to capture problems and emotion. 1m
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2
Respond with authentic connection When dealing with difficult customers, it's important to respond like you would in a face-to-face interaction. After this lesson, you'll be able to effectively show empathy, match the emotion of the customer, and let them know you fully heard them. 2m
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3
Be curious Even if you do not share the same interest as your customer in the product/service you're offering, your customer has passion around the product or service...match the intensity! After this lesson, you'll be able to ask questions to understand your customer's passion about your product/service. 2m
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4
Be confident Although it can be tempting to use hold or transfer calls with difficult customers, it's important to take ownership in those moments. After this lesson, you'll be able to clearly communicate to your customers that you want them to engage and enjoy the product/service, and you are the right person to be talking to. 3m
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5
Demonstrate value Express value in the customer through action and intensity, not status. After this lesson, you'll be able to demonstrate how your product/service will add value to your customer's life. 4m
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6
Uncover the root cause Understanding the root cause of the call and what expectations were not met is critical when it comes to dealing with difficult customers and preventing similar issues from arising in the future. After this lesson, you'll be able to apply strategies to identify the root cause, their unmet expectations, and why the customer is interacting with your company. 2m
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Solve the current need Minimizing customer effort is critical when it comes to effectively resolving problems with difficult customers. After this lesson, you'll be able to apply strategies to solve immediate needs efficiently with as little customer effort as possible. 2m
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2
Navigate unsatisfactory outcomes There will be times when you cannot give the customer what they want. After this lesson, you'll be able to analyze problems that don't clear resolutions, and you'll be able to leverage creativity to gracefully navigate these situations. 3m
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3
Maximize customer retention When resolving problems with difficult customers, it's important to circle back to why the customer uses your product/service. After this lesson, you'll be able to give difficult customers clear and actionable next steps to engage with your company again. 2m
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4
Create actionable insights Do not settle for supporting poor products or services, but instead use data and emotion to solve problems upstream on behalf of customers. After this lesson, you'll be able to watch for trends and create targeted, actionable insights to improve the product and service you are offering. 2m
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1
Make it personal Thank you for watching this course! Now that you've completed this course, you're ready to effectively prepare for, engage with, and resolve problems with difficult customers. 1m
Certificate
Certificate of Completion
Awarded upon successful completion of the course.
Instructor
Daron Fowlks
Daron is a senior customer experience executive driving transformational change. With an intense focus on the customer, Daron creates simplicity and eliminates friction. Authentic connection with the customer creates value and loyalty. Daron has transformed many large customer experience organizations, creating a culture of excellence and driving brand loyalty.
Daron Fowlks
Customer Service Executive
Accreditations
Link to awards
How GoSkills helped Chris
I got the promotion largely because of the skills I could develop, thanks to the GoSkills courses I took. I set aside at least 30 minutes daily to invest in myself and my professional growth. Seeing how much this has helped me become a more efficient employee is a big motivation.
