Call Centre Staff – De-Escalation Training
De-Escalation Training For Call Centres - New Zealand
Resolution Education is an Australian specialist OVA provider, and our de-escalation training for call centre staff is built around the A.D.P. Framework (Awareness, De-escalation, Protection), tailored to angry and abusive callers and the phone, chat and email interactions your team handles every day. For broader customer-facing roles, visit our Customer Service page or Online Chat & Phone De-escalation Training page.
Who Will Benefit From This Training?
Do Call Centres Really Need De-Escalation Training?
The point of de-escalation training is to learn how to defuse the situation enough that a healthy and constructive discussion becomes possible. Resolution Education’s extensive training program will help you recognise the signs of somebody becoming agitated and develop situational awareness and preparation. The objective is not just to learn the skills of conflict resolution, but also to recognise the signs of impending conflict, timely and tactful intervention, and de-escalation of the situation before a full dispute arises.
How Training Will Improve Your Caller Experience
- Deal with difficult callers professionally, without letting your own emotions get in the way.
- Understand that the customer is angry at the situation rather than you.
- Put the image of the company and your professionalism before your personal feelings.
- Use a calm tone to calm the other person.
- Actively listen and apologise correctly (without admitting the fault of the business).
- Use the right wording that will keep the customer from getting more riled up.
To get to that point, you must be patient in hearing out the caller and letting them vent. The caller wants to be acknowledged and empathised. Simply learning to listen calmly and showing that you care about solving their problem will help resolve the issue much faster. It is complicated and confusing without training in how the human mind works. This training will give you the skills to confidently defuse these situations with tact.
Do’s and Don’ts of Dealing With Angry Customers
Most CSRs will put an angry caller on hold to give them time to calm down. This usually backfires because being put on hold makes the caller more furious, which heightens tensions further, leading to longer call times.
Our training programs will help you make small changes in your dealings with callers, which will reduce their call time and enhance the productivity of the entire operation while alleviating customer dissatisfaction.
- Do let callers vent, use a calm tone, acknowledge their feelings, and offer a clear next step.
- Don’t put them on hold to cool down, argue policy, or take it personally.
Dissatisfied customers are an opportunity for the business, and this training will help you understand that and take full advantage of the opportunity.
How Resolution Education Can Help Your Call Centre
CSRs need to be provided with de-escalation training for call centre staff so that they can handle difficult callers in a way that best represents the company’s image. Their interactions with the customers influence how the brand is perceived. With Resolution Education’s various de-escalation and conflict resolution programs, CSRs will learn skills like:
- Effective communication
- Emotional intelligence
- Empathetic listening
Our courses on conflict resolution are ideal for corporate teams interested in conferences and team-building seminars. Call us on 0800 895 201 for more information about our ongoing training programs that can be fully customised according to the specific needs of your staff and facility.
Customise Your Training Now
To enrol or find out more information please call 0800 895 201 or click the button below.
Our Training & Services
Contact Us
Ground Floor, 26A Hobson Street,
Auckland Central, Auckland 1010