De-Escalating Customers

PROGRAM DESCRIPTION

Join Sales Assembly and Tracie Dempsey, VP of Customer Operations and Strategy at Suzy, for this program titled De-Escalating Customers – part of the Conflict Resolution skill certification.   

This program focuses on calming heightened customer emotions and restoring productive dialogue. Participants learn proven language techniques, active listening strategies, and frameworks for managing tense interactions. The emphasis is on regaining trust and shifting conversations back toward positive outcomes.

This program helps participants strengthen one of the key drivers of revenue growth – retaining and/or expanding existing customer revenue.

GENERAL PROGRAM INFO

New for 2026: This program has been developed by one of our Executives-in-Residence (in collaboration with Sales Assembly), meaning new content and takeaways. Even if you’ve completed this program in past years, if you decide to take this program again in 2026 you’ll gain fresh insights and strategies.

The content of this, and all of our programs, is designed around specific elements, frameworks and strategies needed to build proficiency within the skill.

To earn your certification for this skill, you must complete all required live programs and fulfill participation requirements (you must be live on the zoom for at least 40 minutes). Programs can be completed in any order and at your own pace, offering flexibility to fit your schedule.

ADDITIONAL INFO TO KNOW

This program is open to all employees of Sales Assembly member companies. You must be logged into your Sales Assembly account to RSVP for this program. If you need help logging in or need help setting up your account, please email support@salesassembly.com.

All registrants of this program comply with our Terms and Conditions.