What is De-escalation Training and why do you need to get your team here?
Watch our 1-minute video.
Introducing...
The most comprehensive training for bringing down the temperature in interactions, redirecting conversations, and getting angry customers to back down
"Get Angry Customers to Back Down" is the only training for customer service that not only shows your employees how to redirect verbal aggression and regain control of interactions - but how to get customers to accept their word as final.
Your employees feel uncomfortable talking to pushy customers, denying requests, giving bad news, or they’re struggling with conversation control.
And your employees...
You’re in the right place. I’m going to tell you exactly how De-escalation Academy will prepare your employees to use empathy, psychology, and tactical maneuvers to get angry customers to back down.
Same content. Same classroom hours. Same high-interaction.
I created De-escalation Academy to mirror the content and customization of my live digital de-escalation three-hour workshops and to reach a wider audience. (I'm facilitating an average of 3 digital workshops a week - my max!)
My De-escalation Training students get the same content I share in my live digital workshops. When students work through the activities and conversation prep on my worksheets, they get the same learning activities I facilitate in live training.
Like my live workshops, my De-escalation Training students get full access to me - in this case, during my weekly Office Hours.
Register your team now, or preview a module!
“The thing that struck me about Myra Golden’s eLearning modules was how engaging they were. You are asked to actively participate in each module, and there are action items you take away. Our participants comment about how time flies when they are taking them – another indication of their engagement.”
De-escalation Academy alumni can review my video lessons and supplemental worksheets for 12 months.
The total classroom training time is 75 minutes. I build your employees' confidence and guide them through getting angry customers to back down in short segments (no more than five minutes per piece). Each module in the Academy, my students develop phrases and statements to use with their customers on my worksheets, guides, and checklists. The customized work on the supplemental sheets (homework or completed right in the Academy) will add to training commitment.
I drip video lessons and scenario work over four days to reduce the feeling of overwhelm and allow time to practice the techniques in customer interactions and come back feeling successful. Students can participate in 4 days or stretch their participation out as long as they need - up to 12 months.by step.
Yes. We have three pricing tiers. Individual: 197 USD, Teams (up to 60 learners) 1997 USD, Enterprise (61+ learners) 4997 USD.
Much like my live digital workshops, I'll ask my students to apply real situations they struggle with to the frameworks I guide them through. When your employees work through my 4R De-escalation Method with their actual cases, they glean insights they'll adopt and apply when they give customers terrible news, issue a denial, say 'no,' and deal with challenging customers.
I set my completion criteria at 98%, meaning your employees must show up for 98% of the classes to finish the workshop. When your employees complete De-escalation Training, my team prepares a certificate. Ask your employees to share their credentials with you.
Students can start any day of the week. The day you register your team is Day One, and lessons will drip from the start. To support global time zones, I release modules at 12:00 am GMT/7:00 pm ET daily. By the time a student gets to work in the mornings in the United States, the daily lesson will be ready for them.
No. I do have a fantastic How to Handle Difficult Customers + De-escalation course in my Full-Access Pass, but the De-escalation Training goes deeper. My De-escalation students gain value from real-play activities, Q & A every Friday, a supportive learning community, direct access to me via text, and certification upon completion
We had our first De-escalation Academy in January 2021, and it was amazing, with students attending from Spain, Nigeria, Canada, India, and the US. Because my Academy includes daily Q & A and constant feedback, I'm not able to be present for monthly commitments. De-escalation Academy On-demand features the same content and worksheets as the Academy. What's different is I'm not doing daily live Q & A through video. In De-escalation Academy On-demand, students can submit questions through our private community and our business text line. I respond to questions weekly during my office hours.
“Thank you so much for your videos. I am required to take a specific amount of e-learning a year in my customer service job. I work in the call center of a pharmacy benefit manager. Until I found your videos, I felt like I was watching paint dry. I only paid attention enough to pass the required tests at the end of the videos. Your videos have challenged and invigorated me.”
What's inside De-escalation Academy
What's inside De-escalation Academy
What's inside De-escalation Academy
What's inside De-escalation Academy
Start any day of the week!