De-escalation Skills Training for Customer Service & Employees | Dr. Jeremy Pollack

De-escalation Skills Training for Customer Service
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How to De-escalate a Tense Customer Situation (3 Powerful Steps)
Customer service professionals, listen up! This video will teach you how to de-escalate a tense customer situation in 3 powerful steps.
00:30 De-escalation psychology overview
01:05 What tends to escalate people
02:30 De-escalation Step 1: Listen & Repeat
03:23 De-escalation Step 2: Empathize & Apologize
04:43 De-escalation Step 3: Reassure & Resolve
In this video, Dr. Jeremy Pollack, an applied social psychologist and workplace conflict specialist, explains why it's important to de-escalate before you can resolve a conflict. He then shares his 3-step process for de-escalating a customer situation, including:
Listen and repeat: This shows the customer that you're hearing them and that you care about their problem.
Empathize and apologize: This helps the customer feel understood and validated.
Reassure and resolve: This shows the customer that you're committed to finding a solution.
Dr. Pollack also shares some tips for using these steps effectively, such as using active listening skills, avoiding defensiveness, and staying calm.
If you're looking for ways to improve your customer service skills, this video is a must-watch!
Or learn about de-escalation training services at pollackpeacebuilding.com/de-e...
#customerservice
#deescalation
#conflictresolution #workplaceconflict #conflict_management #difficultconversations
#customerexperience #customersatisfaction #pollackpeacebuilding
This is for dealing with:
angry customers
frustrated customers
stressed customers
how to calm down a customer
how to handle angry customers
how to resolve customer complaints
customer service tips
customer service skills

[@thesherwoods2262]

Fantastic and to the point video. Does not need to be long and drawn out and this one isn't that way at all. Love it and will share this message with our staff. Thank you!

[@pollackpeacebuilding]

Glad it was helpful!

[@Slothman123]

Great video. I take phone calls and this really helps.

[@pollackpeacebuilding]

Thank you, that's great to hear!