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Your Take-Away: Putting it all to work
You've seen a lot of information. Let's review an example first. Then you can click the knowledge check to see how much you've learned.
Now that you have the techniques, it's time to put it all into practice.
First, pay attention to your customers over the next day or so to see if you subconsciously (or consciously) are changing your tone of voice and word choices based on what you think the customer may want from you.
You should also choose 2-3 specific techniques from this presentation to begin using right away. After you have them mastered, choose 2-3 more. Continue this until you feel confident that you are able to successfully neutralize almost any caller.
De-escalation is for everyone!
De-escalation starts with YOU!
Each call has it’s own keys to de-escalation – and you can find them!
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