Defusing & de-escalating high-emotion customer conversations

Introduction

Empathic communication is at the heart of meaningful human relationships and helps ensure that each interaction with our customers demonstrates the values we hold as a business.

This workshop is designed to enable your teams to seek positive, connection-driven interactions that enhance your customer relationships.

Who should attend?

This course will be of benefit to all Managers, Team Leaders, Supervisors, Coaches and Advisors who want to develop their knowledge, skills and confidence in expertly dealing with difficult customers in high-emotion situations.

Benefits to your business

• Effectively addressing and resolving conflict can increase customer retention, loyalty, and brand awareness
• Skilled contact center advisors avoid and resolve conflicts in the early stages of a contact, before they can interfere with the relationship between the business and the customer
• Agents who know how to handle conflict with difficult customers can work more efficiently, skillfully managing situations, and are less likely to escalate disagreements, allowing for increased first contact resolution
• Advisors who can communicate and resolve conflict in a professional, respectful manner create strengthened relationships and handle conflict on their own; the overall tension decreases for a better working environment and increased efficiency of call flow
• Conflict resolution skills allow us to move beyond our own emotions and opinions, encouraging a deeper understanding of situations and giving us the clarity to seek win/win outcomes

Learning outcomes

By the end of the workshop you will be able to:

• Hone your listening skills to maximize effective communication and de-escalate challenging conversations with difficult customers
• Consider the positive impact we can create with our language, voice, and tone
• Raise self-awareness through exploration of our own and others’ perspectives and communication preferences, and their influence on our interactions with our customers
• Develop positive influencing and assertiveness skills when managing tough conversations
• Identify and explore techniques to de-escalate conflict and defuse tension
• Create strategies to increase our resilience, our ability to handle pressure and to support our wellbeing in-role
• Commit to development steps for success that can transform our customer interactions for the better