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LinkedIn Learning

De-Escalating Conversations for Customer Service

via LinkedIn Learning


Successfully defuse intense situations with angry customers. Learn practical approaches for managing a customer's frustration, as well as your own.


  • Why you've been unsuccessful with angry customers
1. Pre-empt an Escalation
  • Three reasons situations escalate and how to stop the cycle
  • Positive positioning with customers
  • The principle of don't push
  • Manage expectations with customers
  • Be regretful, but direct with customers
2. Three-Step De-escalation
  • Recognize the customer's emotions
  • Reframe the conversation
  • Resolve the customer's issue
3. Double Your Effectiveness De-escalation
  • Listen with the intent to understand
  • Use partnering language with customers
  • Dealing with your own frustration
  • Dealing with demanding customers
4. Common Customer Issues
  • When a customer asks for a manager
  • When a customer disagrees with your policy
  • Yelling or cursing customer
  • Customer's request is not possible
  • Start, stop, continue exercise

Taught by

Myra Golden


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