Perfect for Retail, Financial, Security, Corporate Employees
Downloadable Certificate
30-Days Access (Study-At-Your-Own -Pace)
Customer Service De-escalation Training
$99.95
Description
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 Cal-Fire/Riverside County 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 3 hours
*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 the Importance of Cadence, Tone & Volume
- And more–
Customer De-escalation Competency Checks / Deliverables:
- Pre-course Assessment
- Internal Quizzes
- Final Test
- 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
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
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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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.
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
Customer Service De-escalation Training
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
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
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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