One of the best ways to prepare employees to confidently and assertively de-escalate is to send them to De-escalation Academy. De-escalation Academy is the only training for customer service that not only shows your employees how to redirect verbal aggression and regain control of interactions - but how to get customers to accept their words as final.

In my De-escalation Training, your employees go from feeling overwhelmed and powerless when they have to give customers bad news, to feeling confident, firm, and in-control as they bring down the temperature in interactions and guide customers to next steps.

Learn more about De-escalation Academy: https://www.myragolden.com/De-escalat...