De-Escalating Customers

Join Sales Assembly's Director of Product Management, Fernando Chonqui, as we hone into Conflict Resolution as a skill.
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Attending this Program will help you get closer to achieving this Skill badge.


Join Sales Assembly’s Director of Product Management, Fernando Chonqui, 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.


This program is a Skill Development Module (SDM). All SDMs are crafted by our Sales Assembly team keeping in mind guiding metrics that are important to revenue organizations at B2B tech companies and skills that influence those guiding metrics. Furthermore, we are focused on making sure SDMs are timely in context of the B2B calendar and at varying complexity to ensure we have multiple opportunities to meet learners where they are. 

This SDM is also a part of a Certification Program. By completing this module, you will make progress towards being certified by Sales Assembly in a particular skill. Skills vary in the number of modules needed to complete the Certification Program, but you can always review your progress towards completion under “My Certifications.”

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


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

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