Master The Skills Of De-escalation While Your Agents Work From Home with our 30-Minute Online Class
Myra Golden
MARCH 18, 2020
Years later, as a call center manager, challenging customers and frequent escalations forced me to search for reliable approaches to delivering bad news and de-escalating intense interactions. After a lot of failed attempts, I created a framework that got angry customers to back down. with a focus on de-escalation).
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