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| Name | 57 Phrases to De-escalate Any Angry Customer |
| Video Uploader | Video From Myra Golden |
| Upload Date | This Video Uploaded At 20-05-2023 01:29:19 |
| Video Discription | What can you do to get an angry customer to listen to you? I have a few tips and tactics for preempting escalations and getting customers to accept your words as final. Get a PDF of the 57 phrases at the BOTTOM of this page: https://www.myragolden.com/blog/57-phrases-to-de-escalate-any-angry-customer For more help with difficult customers, check out De-escalation Academy at HTTP://MyraGolden.com Get a full list of the 57 phrases here: https://www.myragolden.com/blog/57-phrases-to-de-escalate-any-angry-customer 1:10 Phrases for Acknowledging the Customer's Feelings (And Move Them Out of the Emotional Right Brain) 5:40 Phrases for When You Must Give the Customer Bad News 7:38 Phrases for When the Customer is Cussing or Being Inappropriate 9:58 Phrases for Customers Who Want to Talk to Your Manager 11:20 Phrases for When You're Offering Your Customer Options 15:10 Phrases to End a Circular Conversation with Your Customer 20:45 Phrases for Saying 'I'm sorry" Without Admitting Fault Video I referred to to explain the difference between "I'm sorry" and apologizing: https://youtu.be/MOK_gLPwWfk 22:45 Phrases for Managing Expectations 24:15 Phrases for Denying a Request Based on Policy 27:37 Phrases for Showing Empathy to Unhappy Customers 1e7OH-veEUY |
| Category | Howto & Style |
| Tags | De-escalation for Customer Service | De-escalation for Contact Center Agents | De-escalating in Live Chat | De-escalation for Customer Service Video | Customer Service Training | Myra Golden | Myra Golden 3R De-escalation Method | The 3R De-escalation Method | Contact Center De-escalation Training | De-escalation for Customer Service Virtual Training |
