Call Center De-escalation Training

$99.95

Perfect for 911 Operators, Emergency Departments, etc.
Downloadable Certificate
30-Days Access (Study-At-Your-Own -Pace)

Description


Call Center De-escalation Training For Emergency Services & Related Professionals

Every call center dealing with high stress, high-tension callers benefits from the most professional, empathetic, and effective call takers possible.

This Call Center De-escalation Training course is specifically designed to take the CCG industry leading Crisis Prevention and Intervention Training and adapt it for those persons working in the most intense and stressful call centers in the industry.

Custom designed training from CCG CEO Brendan King, along with 20+ year Emergency Services Dispatcher and Supervisor, Michelle Buell with the Los Angeles Fire Department, this course will empower your staff to handle any telephonic interaction with skill and precision.

Unlike other call center conflict resolution training based on complicated “theory”, this training course combines years of front line experience and subject matter expertise with down-to-earth and relateable concepts and techniques that are easy to follow and utilize.

CCG’s Call Center De-escalation Training Course is available ONLINE for individuals and groups seeking Certification.


Delivery Style: 
The course is a highly engaging and interactive multimedia course, delivered through an online Learning Management System (LMS).

Course Length:
Approximately 2.5 hours – (Shorter Version Available) 
*Modules are short 3-5 minute sessions allowing for stop/pause/resume as needed during a busy work day

SCORM AVAILABLE
Yes – Enterprise Package Licensing Available


Customer De-escalation Topics Covered:

  • Understanding and Recognizing Crisis Early
  • Learning What Words and Phrases to Avoid 
  • How to Maintain Professionalism Under Stress
  • How to Build and Maintain Rapport
  • How to Recognize When Violence Is Likely To Occur
  • Understanding Body Language 
  • And more–

Customer De-escalation Competency Checks / Deliverables: 

  • Pre-course Assessment
  • Internal Quizzes (3) 
  • Final Test (10 Questions) 
  • Downloadable Certificate of completion

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Average rating:  
 12 reviews
Anonymous
Nov 21, 2023

I learned how much of a difference my own perspective and attitude makes during a crisis.  Valuable lessons!

Jason Tilde
Nov 19, 2023

Thanks for the course-- great training. Recommended for those that work in customer service and all the h*ll we put up with these days.

Alex Quentin
Nov 3, 2023

Customer service de-escalation is so necessary. Everyone is always so angry these days.  Great training!

Anthony
Oct 4, 2023

My employer suggested I take this course. It was worth it--better than most others I have taken.  Loved the videos and how quickly I felt like I was learning new tools.

Sherry W.
Sep 21, 2023

I recommend this course. 5 out of 5.  You will learn many new techniques.

Chris Stafford
Jul 12, 2023
 by Chris Stafford on Customer Service De-escalation Training

These de-escalation techniques are already helping me with angry customers.

R. Trano
Jul 9, 2023

My supervisors need to have all of our employees take this course.  I have told them how great it was. Thank you!

Muelsi Rosario
May 18, 2023
 by Muelsi Rosario on Customer Service De-escalation Training

I recommend this course to anyone having to deal with angry customers like I do everyday.  Thanks CCG!

Lisa Viterano
May 9, 2023

I wish I would have had this training when I started in retail.  Massive help.

Margo R.
May 4, 2023

Every crisis situation is unique.  This training taught me to make sure to breathe when stressed out and focus on dignity and respect for others.

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