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IGTC01CS - De-Escalating Conversations for Customer Service (EN)
01 - Introduction
01 - Why you-ve been unsuccessful with angry customers (1:32)
02 - 1. Pre-empt an Escalation
01 - Three reasons situations escalate and how to stop the cycle (4:05)
02 - Positive positioning with customers (3:26)
03 - The principle of don-t push (4:22)
04 - Manage expectations with customers (3:18)
05 - Be regretful, but direct with customers (2:48)
03 - 2. Three-Step De-escalation
01 - Recognize the customer-s emotions (2:27)
02 - Reframe the conversation (3:08)
03 - Resolve the customer-s issue (1:26)
04 - 3. Double Your Effectiveness De-escalation
01 - Listen with the intent to understand (2:59)
02 - Use partnering language with customers (2:04)
03 - Dealing with your own frustration (2:51)
04 - Dealing with demanding customers (2:55)
05 - 4. Common Customer Issues
02 - When a customer disagrees with your policy (2:49)
01 - When a customer asks for a manager (2:58)
03 - Yelling or cursing customer (2:21)
06 - Conclusion
01 - Start, stop, continue exercise (1:21)
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03 - The principle of don-t push
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