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De-escalation in Customer Service

Froggy Jumps

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Learn key de-escalation techniques!

Creada por

David Ramirez

Estados Unidos

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De-escalation in Customer Service


Froggy Jumps De-escalation in Customer ServiceVersión en línea Learn key de-escalation techniques! por David Ramirez 1 What is the main goal of de-escalation in customer service? a To transfer the call to another department b To provide a world class customer service c To calm the customer and resolve the issue 2 Which is a good first step in de-escalating an angry customer? a Listen actively and show empathy b Interrupt to correct them c Ignore their emotions 3 What should you avoid during a de-escalation call? a Listening patiently b Offering solutions c Arguing with the customer 4 How can you show empathy to an upset customer? a Blame the customer and Ignore their feelings b Fix the problem and interrupt the costumer with the good news c Acknowledge their feelings and apologize if needed 5 What is a good closing action after de-escalating a call? a Summarize the resolution create a Feedback and thank the customer b End the call and tell the customer about a survey to qualified agent attention c Ignore their feedback and just end the call when the issue is solved