The 3R De-escalation Method: Mini Workshop

COVID-19 is making customers more hostile, and you need a strategy for quickly containing the situation and de-escalating the interaction. The 3R Method is battleground tested and easy to use - ideal for when you have to give bad news, enforce a mask requirement, or get an angry customer to calm down and listen to you.
For more ideas like this, visit www.MyraGolden.com and check out my Customer Service eLearning: www.myragolden.com/De-escalat...
0:00 Introduction
1:03 Recognize
4:41 Reframe
8:28 Resolve

[@haldram8]

"I can see your point" is a good way to acknowledge that you've heard the customer and allows everyone to move forward. This is helpful. I will use this.

[@Ongi59]

Great Contact information. I have been answering phones in Cust Serv for 34 years, worked for RCI, AT&T, and currently with Lowe's, This puts a simple basic approach that really, really works. This should be a requirement for a call takers at every contact center. Great lesson, TY very much. Indianapolis, IN

[@elainedempsey8]

I love the concept of the 3-R process. I will be more conscious of each step in my encounters. Thank you.

[@myragolden]

Glad it was helpful!

[@hippotales3647]

Well done, Myra. Thank you.

[@Zomni_Z]

Great content. Love your videos. Thank you

[@ranniewilliams]

i will use these tools

[@maryerb6062]

Appreciate your sharing what you have learned.

[@myragolden]

My pleasure!

[@keiaanderson3159]

It totally works! Thank you for your content! I feel so much more confident with escalating customers since I have been using your methods. :)!

[@myragolden]

You're welcome, and you got this!

[@pats7z]

Thank you for the 3R Method

[@myragolden]

You're welcome!

[@wbmsasia955]

Well explained...nice 👏🏻👏🏻👏🏻👍🏻

[@myragolden]

Glad you liked it

[@patricethomas4431]

Thank you

[@myragolden]

You're welcome!