De-escalation Techniques for Customer Service Teams
Marketplace Packages
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Description
A 3 hour workshop focussed on the principles and practice of verbal de-escalation. Aimed at supporting public facing teams in managing challenging customers. At the end of the workshop participants will; understand the 5 principles of de-escalation, have explored emotions and controlling ourselves, understand how to validate & how to listen effectively, understand how to offer options & choices effectively. Delivered by Milee Brambleby.
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Specialism(s)
Mediation and Conflict Resolution
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Work Location
Bedfordshire, Cambridgeshire, East of England, Essex, Hertfordshire, Norfolk, Suffolk
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Previous Clients
Harlow DC, East Suffolk DC, Babergh and Mid Suffolk Council, Huntingdonshire DC
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Core Skills
Conflict, challenging customers, verbal abuse, customer service, conflict de-escalation, public facing, career development, personal development, leadership skills, management skills
Instruct Package
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