De-escalation Skills Training for Customer Service & Employees | Dr. Jeremy Pollack скачать в хорошем качестве

De-escalation Skills Training for Customer Service & Employees | Dr. Jeremy Pollack

De-escalation Skills Training for Customer Service Enroll in our asynchronous, online customer de-escalation training course here: https://peacefulleadersacademy.com/co... See our full asynchronous course library here: https://peacefulleadersacademy.com/co... For instructor-led (live or virtual) workshops, please visit our website to get more information: https://pollackpeacebuilding.com/de-e... How to De-escalate a Tense Customer Situation (3 Powerful Steps) Customer service professionals, listen up! This video will teach you how to de-escalate a tense customer situation in 3 powerful steps. 00:30 De-escalation psychology overview 01:05 What tends to escalate people 02:30 De-escalation Step 1: Listen & Repeat 03:23 De-escalation Step 2: Empathize & Apologize 04:43 De-escalation Step 3: Reassure & Resolve In this video, Dr. Jeremy Pollack, an applied social psychologist and workplace conflict specialist, explains why it's important to de-escalate before you can resolve a conflict. He then shares his 3-step process for de-escalating a customer situation, including: Listen and repeat: This shows the customer that you're hearing them and that you care about their problem. Empathize and apologize: This helps the customer feel understood and validated. Reassure and resolve: This shows the customer that you're committed to finding a solution. Dr. Pollack also shares some tips for using these steps effectively, such as using active listening skills, avoiding defensiveness, and staying calm. If you're looking for ways to improve your customer service skills, this video is a must-watch! Or learn about de-escalation training services at https://pollackpeacebuilding.com/de-e... #customerservice #deescalation #conflictresolution #workplaceconflict #conflict_management #difficultconversations #customerexperience #customersatisfaction #pollackpeacebuilding This is for dealing with: angry customers frustrated customers stressed customers how to calm down a customer how to handle angry customers how to resolve customer complaints customer service tips customer service skills