How to Handle Conflict and Escalations Before They Turn Legal

Course details

Did you know you have the power to fix customer service problems before they ever stand the chance of turning legal? In this course, join instructor Dana Robinson and explore the essential skills of satisfying, delighting, and retaining your clients and customers following the principles of escalation management.

From top executives to operational managers, front-line employees, and customer service representatives, your business requires you to address customer grievances every day, so why not build resolutions into your business process? Get tips from Dana on dealing with conflict before it turns legal, saving you the time, money, labor, and emotional friction that can result from unhappy clients and customers. Along the way, learn how to deactivate emotionally charged clients to move through complex, multilayered de-escalations. By the end of this course, you’ll be ready to start asking the right questions and listening actively to resolve customer complaints.

Concepts

0. Introduction

01 - Overview

1. Understanding Conflict

02 - What happens if it turns legal
03 - Anxiety and the emotional state of conflict
04 - How to regulate someone who is activated
05 - What is negotiation

2. The Resolution Process

06 - Set the stage
07 - Let the other person be heard
08 - Take ownership

3. Resolving Conflict and Escalations - Get Back to the Facts

09 - Fact-finding helps take the other person out of their emotional state
10 - Gather facts with nonjudgmental questions
11 - Don't argue

4. Reach the Optimal Outcome in Conflict and Escalations

12 - What s the ideal resolution Ask the customer
13 - Is the escalation complete
14 - What happens if the escalation isn't settled
15 - You can t win every time

5. Resolving Conflict and Escalation - Your Delivery Style

16 - Think of yourself as an escalation professional
17 - Prepare your own mind and body
18 - Body language

Conclusion

19 - Keep working on you