I recently had a moment with a customer service representative that I later realized had some teaching points!

It is okay and normal to feel emotions, the trick is how you react and respond to those emotions and to the trigger of those emotions that can escalate or de-escalate the situation.

-Take a breath, stay calm, recognize that customer service reps are human too and are often just doing the best they can to do a good job.

- If you are the customer service rep or dealing with a client/customer on the phone, make sure to smile! A smile is scientifically proven to soften and warm your voice! Take a breath to stay calm, and validate and affirm the customer/client, acknowledge their problem and that it may be frustrating!

#deescalationtraining #deescalationtip #deescalationtechnique #professionaldevelopment #professionaltraining #customerservice #customerrelations #publicrelations

Gentle Response LLC is not just another lecture presentation. The De-escalation training program is specifically designed to assist a person develop stress inoculation, muscle memory, self confidence and confidence in other colleagues. None of which anyone can get from just sitting through a lecture or watching a how-to video.

Students also receive real time feedback from instructor/role players to validate and affirm what was done correctly during a scenario, and feedback as to what can be tweaked and done differently.

Contact me for more information on how my team and I can help better prepare you and your staff how to to effectively and successfully interact with someone who is loud, rude, obnoxious, and prevent a volatile situation from becoming a critical violent incident! We are a critical part of the professional development of your staff and volunteers!

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