Handling Upset Customers & De-escalation Techniques
An intermediate, practical course designed to help frontline staff manage difficult customer interactions. Learners will explore customer psychology, master the LAER de-escalation framework, and practice proven communication scripts through realistic role-play scenarios.
Understanding the Upset Customer Identify the root causes of customer frustration. Detect emotional shifts early in a customer interaction. Distinguish between operational friction and personal frustration. The LAER Framework: A Structured Approach Define the four pillars of the LAER framework: Listen, Acknowledge, Empathize, Resolve. Apply the LAER framework to structure a conversation with a frustrated customer. De-escalation Scripts: What to Say and Avoid Formulate appropriate responses using proven de-escalation scripts. Identify and avoid defensive language and common trigger words. Emotional Regulation and High-Stress Simulations Demonstrate emotional intelligence to remain calm and professional. Regulate personal emotions during high-stress interactions.