Customer service course: descalation in person, call or text

This course equips customer service professionals with essential skills to effectively de-escalate challenging situations in person, over the phone, and through digital channels like chat and text. Participants will learn key techniques, such as active listening, empathy, and tone control, to manage customer interactions with confidence. The course will cover how to set clear expectations, handle difficult conversations, and maintain professionalism under pressure.

We’ll explore practical strategies like using the Eisenhower Matrix to prioritize customer issues, leveraging the Mere Measurement Effect to positively influence customer perceptions, and understanding the importance of Net Promoter Score (NPS) in driving customer loyalty. Real-world scenarios will demonstrate how to apply these techniques in various settings, ensuring participants leave with actionable skills they can use immediately.

By the end of the course, participants will be able to confidently handle complaints, turn negative experiences into positive outcomes, and build stronger customer relationships. This course is ideal for customer service representatives, managers, and anyone looking to enhance their customer interaction skills in today’s fast-paced, multi-channel environment.

This course will teach you invaluable skills that you can use for the rest of your career. Start improving your customer service today with the handy tips that are mentioned in the course.