course hack
De-Escalating Intense SituationsBy Myra Golden

In a Nutshell

In this insightful course, expert coach and customer service professional Myra Golden teaches you how to solve conflicts peacefully, while maintaining order and getting the results that you want.

Favorite quote

One of the top reasons customers escalate, is because you're not telling them what they want to hear.

Myra Golden

Introduction

If you've ever worked in customer service, you'll know how easy it is for situations to escalate and get out of hand. In this industry, conflict will naturally occur from time to time. That's not a reflection on you, or your ability to do your job. The key is knowing how to handle and channel your customer's anger in order to de-escalate the situation and work towards a positive resolution.

As a trainer specializing in conflict management and resolution, author Myra Golden can reveal her tips for solving problems before they go too far, using basic principles of psychology to resolve any conflict.

Are you ready to work on your soft communication skills and become a great active listener and worker? Do you have a hard time keeping your cool during stressful situations? The tricks to brilliant customer service are easier than you think.

Here are the 3 key insights from this Hack

  1. 1.
    Understand why situations escalate
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