Learning Module 4- Supplemental Resource 1.pdf

Customer Service Training: Myra Golden’s 3R De-escalation Method

De-Escalation: Nearly every front desk professional has encountered a livid customer. These individuals may yell, curse, or forcefully disagree with a policy you must enforce but can't control. Such situations are unquestionably challenging, but—with the right approach—you can consistently de-escalate the tension. This webinar shares strategies for defusing intense situations, providing practical approaches that can help you calm angry customers. Myra goes over what often causes problems to escalate and shares practical steps to prevent an escalation. She also provides tips that can help you reframe conversations, manage expectations, handle customers who ask for your supervisor, and more.  All Health Center staff interested in improving their conflict resolution skills.