This video quickly gives the three steps CEOs, and politicians use to de-escalate tensions easily. Using these steps, Customer Service employees can immediately de-escalate with customers. This video is from our Customer Service eLearning suite. Learn more at https://myragolden.com/customer-service-elearning/

This video is from our customer service eLearning library, with courses online and in SCORM format. Learn more about the full library at https://myragolden.com/customer-service-elearning/

Or take only our De-escalation 30-minute class: https://myragolden.com/2019/11/20/enhance-your-de-escalation-skills-on-your-lunch-break-30-minute-training-with-knowledge-checks-and-simulations/

My first job was at Kmart. I was 16. One night I stood less than two feet away from an angry customer who slapped my co-worker during a Blue-light Special. Kmart showed me how quickly situations can escalate, and in a lot of ways, my work in retail taught me what not to do in intense interactions.

Years later, as a call center manager, challenging customers and frequent escalations forced me to search for reliable approaches to delivering bad news and de-escalating intense interactions. After a lot of failed attempts, I created a framework that got angry customers to back down. Today I call the approach the 3R De-escalation Method. Turns out, my 3R Model is the perfect approach to de-escalating intense interactions. I’ve shared my 3R De-escalation Method with Walmart e-Commerce, Verizon Business, McDonald’s, Coca-Cola, Frito-Lay, Michelin Tires, and other organizations.

I’ve neatly packaged my 3R De-escalation Method in a short 30-minute online course for just $50.
https://myragolden.com/2019/11/20/enhance-your-de-escalation-skills-on-your-lunch-break-30-minute-training-with-knowledge-checks-and-simulations/

Your employees can take this class right from their desktops, whenever they want … 24 hours a day, 7 days a week. All they’ll need is an Internet connection.