Customer Service De-escalation Training
Customer Service De-escalation Training For Customer Service Professionals
In today’s workplace, the need for safe and effective de-escalation techniques for Customer Service Representatives and those interacting with the public is a must.
Unlike most standard conflict resolution training found in the industry that is based on “theory”, this training course combines instructors years of front line experience working in high-stress and challenging workplaces which participants find highly realistic and thought-provoking. Your employees must become empowered to navigate crisis situations quickly and effectively, ensuring the most positive outcome is achieved.
CCG’s 5-Steps To De-escalation Training Course is available ONLINE for individuals and groups seeking Certification.
This course is a perfect addition or foundational training for organizations seeking to improve their culture around dealing with verbally hostile or aggressive behavior.
The course is a highly engaging and interactive multimedia course, delivered through an online Learning Management System (LMS).
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
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
I learned how much of a difference my own perspective and attitude makes during a crisis. Valuable lessons!
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.
Customer service de-escalation is so necessary. Everyone is always so angry these days. Great training!
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.
I recommend this course. 5 out of 5. You will learn many new techniques.
These de-escalation techniques are already helping me with angry customers.
My supervisors need to have all of our employees take this course. I have told them how great it was. Thank you!
I recommend this course to anyone having to deal with angry customers like I do everyday. Thanks CCG!
I wish I would have had this training when I started in retail. Massive help.
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.