Description
Learn how to handle challenging customer interactions with confidence and professionalism. This 45-minute eLearning module teaches proven de-escalation techniques, including recognizing early warning signs of escalation, communicating with empathy, and setting boundaries when necessary. Through practical examples, interactive activities, and knowledge checks, learners will develop the skills to manage frustration, resolve conflicts, and restore customer trust. Perfect for customer service professionals, call center agents, retail staff, and anyone who interacts with clients, this course helps reduce workplace stress, improve customer satisfaction, and strengthen long-term relationships. Equip your team with the tools to turn tense situations into positive outcomes while protecting both personal well-being and your company’s reputation.
Table of Contents
Understanding Escalation
Core De-Escalation Principles
De-Escalation Techniques
Special Situations
Building Long-Term Skills
Summary and Assessmenta
What you'll learn
Identify signs and triggers of customer escalation.
Apply de-escalation techniques to calm tense situations.
Communicate with empathy, respect, and professionalism.
Set boundaries when customer behavior becomes abusive.
Recover customer trust and strengthen long-term relationships.
Reduce workplace stress from customer interactions
Improve customer satisfaction and loyalty
Enhance professional communication and empathy
Strengthen employee confidence in conflict resolution
System Requirements
This course has been tested for compatibility with most popular platforms and browsers now in use.
QlickTrain
Qlicktrain delivers practical, concise and practical eLearning designed to keep learners engaged and help organizations meet essential training requirements. From compliance and onboarding to leadership and professional development, Qlicktrain courses focus on clarity and impact, ensuring training objectives are achieved quickly and effectively.
On the Coggno Marketplace, Qlicktrain offers a wide selection of compliance and workplace safety training, including Cybersecurity Awareness, Sexual Harassment Prevention, Workplace Violence Prevention, Bloodborne Pathogens, and GHS (Globally Harmonized System) training. These courses are built for both employees and management, making it easy for businesses of any size to stay compliant and up to date.
