Customer Service
De-Escalation For Customer Service
Who Will Benefit From This Training?
What Is De-Escalation Training?
Benefits Of De-Escalation Training For Customer Service Representatives
By applying the simple communication skills covered in Resolution Education’s training programs, such as letting the customer vent completely without cutting them off or repeating their main concerns back to them, will make them feel like they’re being heard. It is important to understand that the customer is not angry at you but at the situation. De-escalation training for your CSRs will improve their emotional intelligence and help them not to take things personally, but instead, deal with them professionally and matter-of-factly.
We offer multiple programs such as:
- Occupational Violence and Aggression (OVA) training
- De-escalation training
- Conference packages
Understanding The Customer To Satisfy The Customer
The annoyed customer sees you as the obstacle standing in the way of what they want. Learning de-escalation techniques will provide you with the skillset needed to diffuse the situation by making the customer feel like you are on his side looking for a solution rather than obstructing them.
Resolution Education’s De-escalation training program will aid you in :
- Becoming confident in your dealings with customers that are acting out.
- Gaining experience in managing different stressful scenarios that might occur.
- Handling your emotions in a stressful situation.
- Creating win/win situations for all parties.
- Dealing with people who are influenced by drugs, alcohol, or have a mental challenge.
How Resolution Education Can Help In Customer Service
Training in de-escalation techniques can be life-changing if your job requires you to deal with less than ideal customers daily. This involves training in patience and recognising and managing one’s own emotions before you can begin to guide the customer into a calmer frame of mind positively.
The emotional and theoretical training provided in our de-escalation training for customer service will help you manage your own emotions and help you remain professional in high-stress situations.
Call us now at 1300 884 589 to find out more about Resolution Education’s training programs and decide which one best suits your needs.
Call Resolution Education today at 1300 884 589 for more information about our fully customisable de-escalation and conflict resolution training programs.
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Perth, WA 6000