De-Escalating Customers

PROGRAM DESCRIPTION

Join Sales Assembly and Jeannine Butler, Director, Professional Seervices as we hone into Conflict Resolution as a skill.

This program will equip you with proven strategies and techniques for effectively de-escalating customer concerns, thereby positively influencing the overall time to resolution. Participants will delve into real-world scenarios and engage in interactive role-plays to refine their communication and problem-solving abilities. By the end of the program, learners will possess a robust toolkit to proactively manage challenging situations, ensuring customer satisfaction and expeditious issue resolution in their respective roles.

PROGRAM TAKEAWAYS

1. Practice emotional intelligence by slowing down, acknowledging the customer’s issue, and managing your own emotions before responding.
2. Demonstrate empathy by actively listening, asking clarifying questions, reflecting and validating the customer’s perspective, and finding common ground.
3. Emphasize the end game by considering the impact of proposed solutions, aligning with business goals, following through on commitments, and continuously improving processes based on lessons learned.

GENERAL PROGRAM INFO

This module is part of the Skill Certification Program. The content of each module is designed and facilitated by the Thought Leader in collaboration with Sales Assembly. All Thought Leaders are guided and coached to tap into the foundational elements and strategies needed to develop the necessary proficiency to perform within the role in practice as part of the B2B Tech space. To earn your certification, you need to complete all required modules and fulfill participation requirements. Modules can be completed in any order and at your own pace, offering flexibility to fit your schedule.

*Certification Programs do not have an enforced order or limit on timeframe for completion.

ADDITIONAL INFO TO KNOW

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

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