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
*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