By: Myra Golden (submitted by Carmen Gass)

As I prepare for a workshop for a new client in Upstate New York, let me give you three things you can do to help your team get angry customers to back down, techniques right out of my
De-escalation Training.

One. Coach Your Team to Acknowledge Customer Concern

When staff acknowledges how hard things are for customers, they can foster rapport and make connections. Acknowledging concern links the communication chain with customers and makes it easier for employees to create calm, reframe conversations, and move interactions toward closure. Read more here.