Скачать или смотреть How Do Support Agents Practice De-escalation Skills?

Ever wondered how customer support professionals hone their ability to calm tense situations? Mastering de-escalation is crucial for any support agent, transforming potentially negative interactions into positive outcomes. This video explores the essential techniques and practices that empower agents to handle challenging calls with confidence and empathy.

In this insightful guide, you'll discover:
► The foundational principles of active listening and empathetic communication.
► Practical exercises and role-playing scenarios to build confidence in high-pressure situations.
► Strategies for identifying triggers and managing your own emotions while helping frustrated customers.
► Tips for effectively guiding conversations towards a resolution, even when customers are upset.


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