Words Matter in De escalating Customers

Have you ever found yourself in a heated customer interaction, struggling to calm things down and guide the conversation to a resolution? Mastering the art of using the right words can be a game-changer.
In this insightful video, you'll discover counterintuitive strategies to lower the temperature and steer challenging customer encounters towards closure-all through the strategic use of language.
Here are 5 key takeaways you can expect:
Understand the power of personal pronouns and partnering language to align with customers.Learn positive psychological priming techniques to nudge customers towards your desired outcome.Avoid common pitfalls that unintentionally escalate situations through negative priming.Reframe problems as opportunities by positioning your options as benefits.Implement the "Start, Stop, Continue" method to reinforce new habits and skills.
Whether you're in customer service, sales, or any client-facing role, this video offers invaluable communication tools to transform challenging interactions into opportunities for resolution and customer satisfaction.
00:00:00 The Importance of Words in Customer Support
00:13:45 Using Personal Pronouns for Customer Engagement
7:43 Positively Priming Customers for Desired Outcomes
12:52 Beware of Negative Priming in Customer Interactions
13:48 Reflecting on Key Takeaways and Commitments
For help de-escalating angry customers, check out my De-escalation Academy: www.myragolden.com/De-escalat...

[@kapoblete9661]

Thanks for your videos! I've started to work in Collections a few months ago and your tips helped me all the way. Yesterday I used a couple of your phrases and I was able to calm an abusive customer. Your work is amazing

[@empirestobuild]

Great stuff. My favourite part was.... "I'm going to fluff my fro". Great technique to "lead" psychologically. Thank you. Golden nuggets as always.

[@davidu2708]

I love this video, it is so true and I try to get my agents to understand that they are negatively priming customers. I use your videos in my training classes. Thank you for posting all that you do.

[@aniellis1455]

That you for posting! These tips have been incredibly helpful…

[@Brogrl]

Thank you ❤

[@yahairatejada969]

I do love your content!!!

[@freemandiaz5123]

Golden Rules!

[@darkeye306]

When you said fill in the blank, I genuinely thought the word was 'hear.' I thought you were going to say acknowledge the customer buy saying I hear you and don't use 'fluff.'

[@myragolden]

Ha!

[@moniboro4113]

​@@myragoldenhi 😢

[@alecdanielaquino4994]

#REEDFORSPEED💪

[@prabhashankaryadav6896]

औ

[@SamuMedam-zu6sq]

21111111