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Customer Service and De-escalation


2 hours

About the Course

Happy customers come back, unhappy customers tell their friends to write you a 1 star review. We can't make everyone happy all the time, but we can make bad situations better. Customers who feel their concerns are handled professionally, thoroughly, and with a good attitude are more likely to come back.

This course discusses the role of de-escalation in customer service, customer satisfaction, and customer retention. Students will practice utilizing various de-escalation techniques when working with angry customers to solve their problems without making the situation worse. Using effective and proactive communication strategies will prevent future instances of angry customers.

What Our Students Say

"Learned a lot about dealing with different types of people and different strategies to use."

"Very well prepred and taught. No surprise that these guys are master communicators."

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