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De-escalation Techniques for Service Calls
One organization, unlimited learners. Instant download after purchase.
All sales are final. Due to the instant-access nature of digital downloads, refunds are not offered. Please review the preview before buying. Issue with your purchase? Contact support@kacompany.us. Refund Policy
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Each purchase is licensed to one organization for use in one LMS, with unlimited learners. By buying, you agree to the License Agreement and Terms of Use.
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About this course
A de-escalation course for anyone who handles upset customers on the phone, in writing or in person. Learners practice three plain steps that calm the contact, resolve the concern and help them keep their own composure.
Who it is for
Customer service staff, call center agents and front desk staff
Managers and supervisors who step in when a contact escalates
Small business owners who answer the phone themselves
Trainers and HR professionals who need a ready service session
The problem it solves
Frustrated customers are rarely upset with the person in front of them, but an unprepared response can turn a fixable problem into a complaint. Staff need words that lower the temperature, a clear way to offer options, and a professional way to set a boundary or hand off when a contact stays heated.
What learners will be able to do
Listen in a way that reduces tension, without interrupting
Acknowledge the concern by restating the facts and recognizing the emotion
Resolve the issue with clear options, a specific time and follow-through
Set a professional boundary and hand off with a warm transfer when a contact stays escalated
Document the contact and reset before the next one
The KA method
Listen, Acknowledge, Resolve: three plain steps, applied on the phone, in writing and in person, with boundary statements and warm handoff wording for the contacts that stay heated.
What is in each format
E-learning (SCORM)
A narrated SCORM 1.2 course with captions
A branching practice call
A knowledge check with a pass mark
A printable job aid and phrase guidance by channel
In-person kit
Facilitator guide for a 2 hour 45 minute workshop
37-slide deck with speaker notes
19-page participant workbook
Phrase card, nine role-play scenarios with customer and agent sides, an observer checklist, a job aid and a 30-day action plan
Virtual kit
Facilitator guide for two 80-minute live sessions, with producer run sheet, polls, chat prompts and breakout instructions
38-slide virtual deck with speaker notes
The same workbook and handouts as the in-person kit
All formats bundle
The e-learning course, the in-person kit and the virtual kit together, for teams that blend self-paced and live training.
Length
E-learning: about 15 minutes
In-person workshop: 2 hours 45 minutes
Virtual workshop: two 80-minute sessions
Frequently asked questions
Does it cover email and chat, or only phone calls?
All three. The steps, phrases and scenarios cover phone, written channels and in-person conversations.
Is there a free preview?
Yes. You can try seven screens of the e-learning from this page before you buy.
Will the e-learning work in our LMS?
Yes. It is a SCORM 1.2 package, the most widely supported format. It reports completion and the knowledge check score, and it runs offline because the fonts and media are packaged inside.
Do I need training experience to run the in-person or virtual kit?
No. The facilitator guide gives a timed agenda, what to say, what to ask and what to listen for at every step. A manager or business owner can run it.
Can we add our logo and our own terms?
Yes. The kits are editable Word and PowerPoint files. If you would like us to brand the e-learning for you, request a customization quote.
One price, yours to keep. Licensed to one organization with unlimited learners.
License
One organization, unlimited learners, perpetual use in your own LMS. No seat minimums and no annual renewal. Resale and redistribution outside your organization are not permitted.