Conflict Management and De-Escalation in Customer Service

Customer Support Training | Customer Success | Customer Experience | Customer Relationship Management | Client Success

Created by: Viktoriya Kurganska
65,500+ Students Worldwide

What Will I Learn?

• Deliver bad news and escalate complaints in a professional manner
• Deal with difficult customers and diffuse tense situations
• Build rapport with your customers and acknowledge their emotions
• Use empathy to make your customers feel valued, heard, and respected
• Ask effective questions to gather valuable information
• Understand your customers’ needs and provide suitable solutions
• Set realistic customer expectations to prevent potential problems
• Replace language that triggers negative emotions
• Assess the situation and validity of customer complaints
• Effectively manage stress and stay calm under pressure
• Collect and analyze customer feedback to improve your products and services
• Turn every challenge into an opportunity for growth
• And more!

Requirements

• No prior experience required. Just curiosity and motivation to learn and grow!

Target audience

• Customer service professionals and teams
• Sales professionals
• Help desk staff
• Retail employees
• Business owners and freelancers who interact with customers