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What is Customer Service De-escalation and Why Should You or Your Employees Take a Customer Service De-escalation Course?
ITTC's Customer Service De-escalation Program is designed for customer service representatives, frontline staff, call center staff, and anyone who interacts directly with customers. Whether you're in retail, hospitality, healthcare, or any other industry, our customer service training program provides essential skills and de-escalation strategies while managing challenging customer interactions and increasing customer retention and customer satisfaction.
Is Customer Service De-escalation Relevant to My Needs?
Absolutely. Our program was developed by experts with extensive experience in customer service, conflict resolution, and communication. Our approach is simple yet effective, providing your team with practical strategies to handle challenging customer interactions, tense situations, and customer complaints with confidence and professionalism. Customer service agents learn the best de-escalation techniques to help them have positive work experiences and mitigate frustrated customers, emphasizing a good customer experience and addressing customer concerns.
What De-escalation Techniques Are Taught in our Course?
Our program teaches your staff important verbal and non-verbal skills for de-escalating customer interactions:
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Establishing common ground with customers and keeping communication neutral and open.
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Using empathetic language and tone to convey understanding and concern. We help customer experience professionals show empathy through body language, active listening, problem-solving effectively a customer issue, and more. They can also apply these de-escalation skills in their daily life.
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Respecting the customer's emotions and validating their concerns while addressing customer issues.
Customer Service De-Escalation also addresses common pitfalls that staff may encounter during difficult interactions, such as frustration or impatience. We emphasize the importance of remaining calm, patient, and solution-focused, even in challenging situations.
Why Work with ITTC for Employee Customer Service De-escalation Training?
We Focus on Prevention and De-escalation First
We prioritize preventative measures and de-escalation techniques, placing hands-on tactics as a secondary option. Other programs can be more law enforcement-based, focusing on what to do when situations go completely wrong, and self-defense becomes necessary. While our programs ensure our trainees exhaust all nonviolent options first, to keep themselves and their colleagues safe. We emphasize that non-escalation tactics be employed when interacting with a challenging individual, but other programs only offer tactics after a situation becomes unmanageable. Customer support teams need effective de-escalation techniques to provide optimal customer care and customer support and ensure their safety if upset customers become unmanageable.
We Have Niche Experience in Healthcare, Hospital, and Office Settings
We have been exclusively dedicated to the hospital and office workers, tailoring our training to hyper-relevant experiences. Other programs provide more generic training that may not be as relevant to the unique challenges faced in hospital and office settings.
We Have Field Experience
Our trainers include martial artists, law enforcement officers, and hospital staff, ensuring up-to-date and practical training methods. We employ trainers and workers who understand how our training would work in the real world.
Empower Your Team With ITTC Today!
Get Started with us today:
Complete the form below, and an ITTC specialist will contact you within 24 hours to discuss your needs.
We understand the sensitive nature of this training. Any information you provide will be kept confidential, our only goal is to help enhance your organization's safety and preparedness. We look forward to working with you on effective violence prevention strategies.