The Best De-escalation Technique Ever!
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- čas přidán 13. 10. 2020
- The De-escalation Technique Executives, Politicians, and Customer Service Leads Use to Stay In Control! (It Worked on My Husband!) The technique is:
Note: I apologize for the typo that appears as NOW - Should be "Here's what we KNOW" (not now)
Here's what we know
Here's what we've done
Here's what's next
For more ideas like this, visit www.MyraGolden.com and check out my Customer Service eLearning: www.myragolden.com/De-escalat...
Grab the worksheet I mention right here: 1drv.ms/b/s!AqQNQ-VhJDoWn2ZV8... - Jak na to + styl
Hello Myra. Thank you so much for these coaching sessions. Really appreciate them.
Glad you like them!
Hi Myra. I'm so glad I found your videos. Call center training doesn't adequately cover framework and useful phrases - how to say, what to say - in given situations. So much effort is given to getting up to speed navigating the software and technology leaving much of controlling the call up to the person's own soft people skills. Generally, having good people skills isn't enough to meet the focus on call time - 3 minutes or less (mostly less) to find a sale item, upsell, verify information, all with empathy and care to create a "great customer experience."
Hi, Wanda. You're absolutely right. I do have a "What to Say" Guide that might be just what you're looking for: classroom.myragolden.com/opt-in-678e5ca3-6a64-4d8a-8f8a-f39163efe573
Again thank you for your videos Ms. Myra this is really helpful 💗
hi myra, i just start working in a call center. and listening this make me realize I could handle some situations in better ways. thank you so much. this is very helpful
Hi, Luis! Thank you so much!
HI MYRA! You are the best! I share your videos to my agents in my team huddles- Thank you for providing your wisdom to us
Awesome! Thank you!
Hello Myra. I am new in my role but have a lot of experience in dealing with complaints. I learn a lot from you! Find you fantastic 👍 will 100% have a look at your workshops. You are super practical 👍
Hi! Thank you for this great video, I look forward to deploying these techniques.
Glad it was helpful!
I have really learned so much from watching your videos. Not only that I enjoy them. I also us them as training tools for my staff. We have grown and developed as a unit because of them. So I want to THANK YOU!
Hi, Kim! I LOVE that you've been able to use my videos as a training tool for your staff. Thanks for sharing this with me!
Hey Myra. I share your videos with my agents in meeting and coachings. We love you!
Awesome! Thank you!
Good Afternoon Ms. Myra! My first time here. Customer service is extremely important, even in armed bank security. Thank you for all you do.
Hi Myra, you seem to have very clear methods which look like they would really work.
I think so too! Thank you for visiting my channel!
Hola! Hello Myra! Greeting from Mexico, your videos are amazing. To understand and implement your method is becoming a turning point in my CSR experience. Gracias Myera!
Thank you so much!
Hi Myra. Awlays a pleasure taking your tips and putting them to use!
Glad it was helpful!
Hello! So exciting to learn more with you Myra! ❤
Hello, Mark! It makes my day that you're joining me on this journey.
Hi Myra! Thanks a lot for these gems..
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Hi, Iman! You're welcome. Thanks for visiting my channel today.
Hello! Thank you for recording/sharing this.
Kia ora, I just found your videos and I am finding them extremely helpful. I work in a contact centre and I am looking forward to sharing your tips with my team
Hello Myra, so glad to learn from you!
I'm so glad!
Hello. This is my first time viewing your channel and I am a beginner in working at a customer service company. I hope this video helps me learn, understand and use helpful tips and tricks for these tough calls that may occur at work. :)
I hope so too!
Hello Myra!! I have to thank you for letting us know about the course on LinkedIn. I took the course and I have all the certificates!! Thank you so much this is going to be a help on my new job.
Hey there! I'm glad you took advantage of the free courses on LinkedIn Learning and got your certificate. Yes, I believe your new skills will help you on your new job!
Hello,
Hi Myra...I was referred to your videos by the training facilitator..
Love love your work
Awesome! Thank you! I'm so glad you're here.
Hi Myra, this was a great learning opportunity.
Hello I'm not new I downloaded ur videos before it really helps me alot thnk u so much!
Hi, Ma Cristina! I love hearing this!
Hello Myra ..thank you for sharing
You are so welcome
Hi. Thank you for sharing this valuable information with the world!
Glad it was helpful!
FANTASTIC STRATEGY :' I think for many situations i've come across where an individual is display overwhelming emotions, they just want some understanding and guidance assuming they are in a position to honestly de-escalate. most people are not looking to be angry or upset. NEGATIVE emotions take to much energy and time. having the knowledge to explain the motivation behind something or action and letting that other individual understand what WE KNOW is a great tactic ...
nice. this is so true and helpful. Thank you!
Hello! I just got hired as a virtual Tech Support expert. Your videos have really helped me.
Great to hear!
Hi Myra! I learn a lot from you. Im a newbie in a call center industry. Hope you could have a discussion about flight concerns and how to deal with it. Thanks!:)
Hi Myra! I love your content!!! Congrats!
Thank you, Ester!
Great video. I would love to hear more about managing expectations
Coming soon!
Hi am excited to learn more especially now that am new to the customer service environment..
Welcome aboard!
Hi! You have the most wonderful advise
Thanks, Robin!
Hi Mayra, I'm working at contact center and
i appreciate your tips it help me a lot
I'm so glad!
Hi! I'm already 3 videos in and I am hooked!
How would you deescalate when you know the business practices are not in line with a positive customer experience or the information that is given to the customer is confusing, not clear, or could be misleading? I find myself often time dealing with angry customers, who are right in what they feel and what they are requesting.
That's a tough situation for sure. But, you can do this. Keep top of mind that your loyalty is to your company. Period. You have to uphold and defend the policies, never throwing your company under the bus. So, put on your smile, clothe yourself in gratitude for your job, and do what needs to be done.
Hello Myra, nice to meet you. I'm not in customer service- but having to deal with family- lol- so I need this. 🙂
Hi there! My techniques worked very well with family too. :-)
Hello love your work!
Thank you so much 😀
Hi Myra you are awesome I am a general Mgr at Shirlyns in Utah. I can relate to many of these stories.😂 I am helping my employees with your videos
Thanks for sharing!!
Hello your tips are so helpful
Hi, Maria! Thanks so much!
Hi and hello! I'm a Customer Care QA Specialist, and I love your videos! :)
Hi, Scott! Thanks for stopping by and for your kind words. :)
You are a qa specialist I need tips on how yall grade calls and what to look for
@@terrawilliams9550 I can chat with you sometime, for sure. I wouldn't want to hijack Myra's comment thread :) If you're able to message me on this platform, please do- if not, my Gmail is my name (no spaces). Happy to help if I can!
Hi this is a good series. I shared with my team.
Awesome, thank you!
Precious advice to deliver bad news, it does work if applied correctly 👍 thanks Myra
Yes it does! Thank you!
Thx 🙏 from very Beautiful McKinney in Dallas area very north of Dallas sister . I’m from Austin areas and live here now and would love ❤️ to have you over in the Dallas to learn more
Hi I teach de-escaltion training, and love this technique. Would love to learn more from you.
Hi, Carolyn! I'm so glad you're here my fellow de-escalation trainer!
thanks a lot for this amazing video I´ve learned a lot
Glad to hear that!
This was great information. I am going to implement this with my team immediately. Do you have (can you do) something on how to end a call when the customer insists that you hold their hand through a process when you need to move on to the next call?
Hi, Jennifer! Thanks for stopping on my video. I don't think I've done a video on this subject, and I thank you for the idea for a future video.
Hi! I am glad I found you on CZcams, you were recommended to me.
I'm so glad!
Hi Myra, always a pleasure watching your videos! Would you please make a video focusing on email interactions? How to sound friendly and polite enough. This new app is gonna be launched in a month and it's all about family and parenting. It's harder to build rapport and connect in a non-real-time interaction.
Hi, there! I have a few videos about email interactions on this channel. Here are some links:
czcams.com/video/v7B1zRIl9TE/video.html
czcams.com/video/UV6UCsrA-Fg/video.html
czcams.com/video/D7VS4XUP-Z4/video.html
@@myragolden thank you so much
Hi Myra. 👋 ❤ love your videos Thanks
Glad you like them!
Enjoy Myra!
Hello Myra! New here. Excited to learn from you.
Hi!!!! So glad you’re here!
Hi Myra! I learn a lot from you. Im a newbie in a call center industry. Hope you could have a discussion about financial account
Hi, there! Welcome to my channel!
Hi, thank you for this video. I'd would like to know if it's there a possibility you show us how to deliver bad news in telephone and medical insurance companies with some examples. Or get into those industries which are the most common in call center. Thank you in advance!!
My pleasure! Here are some fantastic resources for how to deliver bad news: www.myragolden.com/blog?tag=how++to+deliver+bad+news
Great
This works if you are able to do something about the situation. Can you do an example of this when the situation is that you can't do anything for the person.
Hi, Kandice. You make a strong point. Yes, I can teach on this challenge. Thanks so much!
Hi I'm new here. I am a parent coach always looking to learn more!
Wonderful! I'm so glad you're here! Welcome!
Hi Myra,
I just recently got promoted to Assistant Property Manager (APM) at a community that is a lease up. I am always looking for ways to improve my skills in de-escalation. I would love to see if you are available to do any type of virtual meeting with my team. I would love to learn more as well!
Hi there! Thank you. I spend a lot of my time facilitating virtual de-escalation workshops. Here are details on my live digital training: classroom.myragolden.com/virtual
Hi, Myra!
Hi, Nathan! I'm so glad you're here!
Hi Myra!
Hi there!
Hello Myra!
Hi, Martha! I'm glad you're here!
GOOD DAY MATEY
Hello! I'm new here , Just subscribed 🥳
I'm so glad you're here!
Hi Myra
Hey, Meera! I'm so glad you're here!
Hello there looking for some tips for my kiddo he’s 11
Hi Myra, I love your video! Please check the 1st page. You are saying 'know', but mistakenly spelled it 'now.'
Oh thank you!
Hey where’s the other video about when thrown off guard
Hi, Vincent! Search de-escalation on my channel and you'll find many resources.
Hello Myra
Hi, Beatriz!
Hi, deescalation project I have at work
Cool!
Hello, Mayra 👋
Hello Yadilu! I'm so glad you're here!
Could you pls make roll plays ?
Hello I want to engage with you and your content,
THANKS!!✨
Hi!
Hi
Hello!
Hi.
HELLO THERE YOU GO
Hello Joe!!!!
Hi Ms. Myra it's kind of embarrassing but is your courses is for free?
No need at all to feel embarrassed! My courses on LinkedIn Learning (four of the seven) are free through March 31, 2020. Here's a link: opportunity.linkedin.com/skills-for-in-demand-jobs/customer-service?trk=li-jobsindemand-customer-en
Hello Myra. Interested in all you have to say.
Ahhh, thank you!
Hi myra am new and I want you to chit me how talk with the costarms
Yes, with tact, you can. I'd say, "It's my job to answer questions and support customers. Will you give me a chance to do that?" This statement psychologically nudges the customer to let you help. It won't work every time, but it will help you in many situations. The key is not to straight out say that a supervisor cannot help.
Ayyyyyyyyyyy
Hello!!!
Hello Xinia! I"m so glad you're here!
Hi!!!!
Hi, Elizabeth! So nice to meet you!
Hello there
Hi there Hosea! Thanks so much for visiting my channel!
Hello
Hi, Denise! I'm glad you came by, and that you took the time to say hello! :-)
HI!
Hi, Maria!
Hi😊
Hi, Ramesh! I'm so glad you're here!
HI
Hi, Ellen! So nice to meet you here!
hi
Hi there, Victoria!
HELLO.
Hi there! I'm so glad you're here!
Hi 👋🏾
Hi there!!! I'm so glad you took the time to stop on my channel!
Hello😊
Hello 😊 - I'm glad you're here!
Hello 🙂
Hello 😊
Hello ! Do you hear me?
Hello there! I'm so glad you're here!
#Northphillypeacepark loves #koredetails
Well Hi! :D
Hi there, JD! I'm so glad you're here!
Oh my God hii btw I love your videos, I’m starting a new career in customer service and your advices and techniques have helped me a lot! ❤️
I want to meet you
Holaa
Hey there Shubham! Thanks for visiting my channel!
hello :)
Hi, Leticia! Thanks for visiting my channel, and for saying hello!
hi Myra, you live up to your last name, thanks a lot
Hi, Berniedette! Thank you!!!
Hello Myra!
Hello there August! Thanks for visiting my channel!