We believe every difficult consumer deserves to feel heard and respected—even when the conversation is challenging. That’s why knowing how to de-escalate and control difficult calls is crucial for customer service professionals. Because customer care matters, this workshop is designed to equip your staff with the tools they need to manage even the most difficult consumer complaints with professionalism and efficiency.
We don’t believe in letting angry or upset callers control the conversation. Instead, we teach you how to steer the call respectfully toward resolution, balancing the needs of both the difficult consumer and your organization. This interactive, hands-on workshop dives into the strategies and techniques necessary for calming tense situations while keeping the call focused and productive.
De-escalation is more than just calming a situation—it’s about guiding the conversation with empathy and structure. You will learn how to shift the energy of a call from a frustrated difficult consumer to cooperation. Thus ensuring that both the caller’s needs and your company’s goals are met.
When callers take control of the conversation, resolution can slip away. You will explore the pitfalls of losing control and how it can result in longer, unproductive calls that leave both of you unsatisfied.
We believe that understanding human behavior is key to diffusing anger. You will delve into the science behind difficult calls, focusing on the triune brain model, which explains how people react under stress. Knowing this will help you respond more effectively when emotions are running high.
We believe even the angriest callers have underlying needs that, when addressed, can defuse the situation. You will learn to identify these needs—whether it is to feel heard, validated, or reassured—and how meeting them can change the dynamic of your call.
Courtesy isn’t just politeness—it’s a powerful tool in managing difficult conversations. You will review the essential telephone etiquette that sets the tone for every call and shows your customer that you are there to help.
We believe staying calm is key to maintaining control. You will practice strategies for depersonalizing difficult interactions, ensuring you don’t take negative comments to heart, and keeping your focus on resolving the issue at hand.
Tense calls can trigger emotional reactions. You will discover techniques for staying calm and centered, even when dealing with the most challenging callers.
When conversations turn hostile, it is crucial to deflect personal attacks while maintaining professionalism. We believe in providing you with strategies to defuse hostility and refocus your conversation on the issue—not on you.
Time is valuable for both you and the caller. You’ll learn how to use targeted language to keep the call moving toward a resolution, ensuring that the customer feels heard and helping to manage time effectively.
We believe every call is unique, and not all difficult consumer callers are the same. You will practice de-escalating a variety of challenging calls, from the irate to the emotional. Then you will develop techniques for controlling conversations with different caller personalities.
You will leave the workshop with your own key takeaway—whether it’s a new technique or a fresh perspective on handling tough situations. You’ll be empowered to apply these strategies to your daily interactions, improving your ability to handle consumer calls with ease.
In this workshop, we believe you’ll gain more than just skills—you’ll gain confidence in your ability to manage even the most difficult consumer interactions. The key takeaway is learning how to show empathy while maintaining control. By mastering the art of de-escalation, you’ll provide exceptional customer service that leaves a lasting, positive impression on even the toughest customers.
Because customer satisfaction matters, take control of your consumer interactions today. Enroll in our How to De-Escalate and Control Difficult Consumer Calls workshop and transform your approach to challenging conversations.
Duration: 1-Day Workshop
Delivery Method
Cost:
$6000 USD/per day
Travel:
Additional costs may apply for face-to-face workshops.
Terms
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Wisconsin Woman-Owned Business Enterprise
