De-Escalating Conversations for Customer Service Preview

De-Escalating Conversations for Customer Service

With Myra Golden Liked by 12,252 users
Duration: 49m Skill level: Advanced Released: 3/13/2019

Start my 1-month free trial

Course details

Nearly every customer service professional has encountered a livid customer. These individuals may yell, curse, or forcefully disagree with a policy that you must enforce, but can't control. Such situations are unquestionably tough, but—with the right approach—you can consistently de-escalate the tension. In this course, instructor Myra Golden shares strategies for defusing intense situations, providing practical approaches that can help you calm angry customers. Myra goes over what often causes situations to escalate, and shares practical steps you can take to prevent an escalation. She also provides tips that can help you reframe conversations, manage expectations, handle customers who ask for your supervisor, and more.

Skills you’ll gain

Earn a sharable certificate

Share what you’ve learned, and be a standout professional in your desired industry with a certificate showcasing your knowledge gained from the course.

Sample certificate

Certificate of Completion

  • Showcase on your LinkedIn profile under “Licenses and Certificate” section

  • Download or print out as PDF to share with others

  • Share as image online to demonstrate your skill

Meet the instructor

Learner reviews

4.8 out of 5

5,218 ratings
  • 5 star
    Current value: 4,312 82%
  • 4 star
    Current value: 698 13%
  • 3 star
    Current value: 161 3%
  • 2 star
    Current value: 21 <1%
  • 1 star
    Current value: 26 <1%

Contents

What’s included

  • Practice while you learn 1 exercise file
  • Test your knowledge 4 quizzes
  • Learn on the go Access on tablet and phone
  • Stay up to date Continuing Education Units

Similar courses

Download courses

Use your iOS or Android LinkedIn Learning app, and watch courses on your mobile device without an internet connection.