De-Escalating Customers

PROGRAM DESCRIPTION

Join Sales Assembly and Tracie Dempsey for De-Escalating Customers, part of the Conflict Resolution 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. Emphasis is on regaining trust and shifting conversations back toward positive outcomes.

WHAT YOU’LL WALK AWAY WITH

• Stay CALM: Connect, Acknowledge, Learn, then Move to action, in that order.
• Connect fast, on the right medium: get on video or in person and acknowledge within the hour.
• Validate before you explain: let them vent and mirror their words instead of defending.
• Apathy is worse than anger: a customer who escalates still cares and still sees value.
• Send the no-news update: give a date and keep it, even when nothing has changed.
• A learner takeaway guide with two exercises for that week and ready-to-use AI prompts.

FROM A PREVIOUS SESSION

57 attended ◦ 4.44/5 average rating

“Over all very well done! I will use the CALM method a lot in my day to day!” Senior Customer Success Manager

Watch a clip from the last session

ADDITIONAL INFO TO KNOW

This program was built in collaboration with one of our Executives-in-Residence. To earn the certification, complete all required live programs (in any order) and be live on Zoom for at least 40 minutes of each. The program is open to all employees of Sales Assembly member companies who are logged in to their account (for help, email support@salesassembly.com), and all registrants comply with our Terms and Conditions.