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Event Details

Date:
September 7, 2022
Time:
All Day
Address:
LinkedIn Learning courses on demand, 24-7.
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LinkedIn Learning: Reframe the conversation

Wednesday, September 7, 2022

Professional Development at Your Fingertips offered through the Plano Public Library

If you already have a library card, click here to go to the LinkedIn Learning portal for the City of Plano.

Or contact your local Plano Public Library to apply for a card.

Course details

  • 49m
  • Advanced
  • Updated: 1/7/2022

Nearly every customer service professional has encountered a livid customer. These individuals may yell, curse, or forcefully disagree with a policy that you must enforce, but can't control. Such situations are unquestionably tough, but—with the right approach—you can consistently de-escalate the tension. In this course, instructor Myra Golden shares strategies for defusing intense situations, providing practical approaches that can help you calm angry customers. Myra goes over what often causes situations to escalate, and shares practical steps you can take to prevent an escalation. She also provides tips that can help you reframe conversations, manage expectations, handle customers who ask for your supervisor, and more.

Learning objectives

  • Recognize examples of pushing when dealing with a customer.
  • Summarize the goal of reframing conversations.
  • Identify the benefits of using partnering language.
  • Determine the best response to a customer who asks to speak to a manager.
  • Identify statements that can be used to acknowledge a customer’s issue.

Skills covered

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