We give you tips and tricks for de-escalating critical conversations
Available languages: English, German
Preview of this course
245 €1)
This course comprises
- Overview of reasons for escalation - Tools for escalation prevention - Strategies for de-escalation - Practical application examples
1) the price is given as net price. Value added taxes may be added.
What you will learn
Reasons for the escalation of customer conversations
Methods & tools to avoid escalations
Strategies to defuse escalating conversations
3-step plan for de-escalating critical discussions
Description
We all realize that the world around us is becoming increasingly fast-paced and complex. This is also true for us in the service sector. One effect of this is that customers today often have less patience and the tone is becoming increasingly rough. As a result, the number of escalating conversations is on the rise. 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 start by working out together what causes conversations with customers to escalate and what the typical reasons are. This helps to better understand the situation and to recognize when the use of which methods is target-oriented.
In the actual main part of the course, we will first give you a few methods and tools based on very practical examples with which you can actively prevent these escalations. Subsequently, we will deal with de-escalation strategies in case these methods fail and a conversation escalates anyway. After completing the course, you will have some strategies to deal 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 interact with your customers. It is a communication course for the professionals at the customer interface.
By purchasing the course, you acquire the right to access the learning units of the course via a personal account. After payment you have access to the course for three months. After completing the course, you can download a personalized certificate confirming completion. Our offer is aimed exclusively at commercial customers.
Requirements
Internet access
Current browser version (Chrome or Firefox recommended)
Access via computer (mobile version not yet supported)
Professional customer
Course contents
2:09 hours
12 lessons
Deep Dive
1.1 Why customer conversations escalate
11:24
2.1 Use positive language
15:58
2.2 Do not create counterpressure
12:46
2.3 Understanding instead of just listening
10:05
2.4 Be empathetic but direct
10:17
2.5 Build bridges
09:15
2.6 Manage customer expectations
11:17
2.7 Q-Tip
09:15
3.1 The 3-step method for deescalation
04:12
3.2 Show understanding for the situation
11:36
3.3 Change the focus of the conversation
13:20
3.4 Solve the problem
06:27
Preview
245 €1)
This course comprises
- Overview of reasons for escalation - Tools for escalation prevention - Strategies for de-escalation - Practical application examples
1) the price is given as net price. Value added taxes may be added.
Unfortunately, soft skills are often grossly underestimated in service and the focus of training and education is almost exclusively on technology. With this course, we want to build a bridge and enable you to manage your work with a lower stress level.
Dr. Simon Tonat
Managing Director | ServiceLobby
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