De-Escalation
For Call Centres

Who Will Benefit From This Training?

As a call centre representative, you have to deal with angry and frustrated callers daily. You are seen as the face of the company by the upset caller, you may end up bearing all the frustration the customer is feeling with the company. By equipping yourself with the techniques of de-escalation offered by Resolution Education, you can confidently guide the interaction towards a positive outcome.

Do Call Centers Really Need De-Escalation Training?

The point of de-escalation training is to learn how to diffuse 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

Training in de-escalation tactics at Resolution Education will help you:

  • 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 diffuse 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 productiveness of the entire operation while alleviating customer dissatisfaction. 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 center 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 1300 884 589 for more information about our ongoing training programs that can be fully customised according to the specific needs of your staff and facility.

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To enrol or find out more information please call 0800 895 201 or click the button below.

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    www.resolutioneducation.co.nz
    Phone: 0800 895 201

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