De-Escalation

How would you calm a customer down?

• Analyse emotions

• Use a harsh tone

• Be defensive

• Empathize with feelings NOT behaviour

Which should you do first: De-Escalate or Solve the problem?

• De-Escalate

• Neither

• Solve The Problem

Name the 9th step of success when dealing with an angry or dissatisfied customer

• Handle the issue

• Use a Script

• Stay Positive

• Be Honest

How many key concepts are there?

• 3

• 5

• 4

• 2

True or False: We should not solve the problem before de-escalating.

• False

• True

How many different ways can calls be de-escalated using good customer service?

• 6

• 10

• 8

• 12

True or False: Empahizing is a skill that is NOT needed to de-escalate calls

• True

• False

Name the 6th step of success when dealing with an angry or dissatisfied customer

• Apologize

• Offer Solution

• Stay Calm

• Be Honest

Choose a Non - Verbal Technique used for de-escalations?

• Controlling your breathing

• Controlling your voice

• Controlling your vocabulary

• All options listed

Why should you calmly listen to the customer?

• So you can build evidence to prove the customer is wrong

• So there is less for you to do on the call

• So customer can vent their feelings/queries to make them feel better

• So the customer will get off the phone quicker