What is de-escalation?

De-escalation in a customer service setting involves using communication and conflict-resolution skills to calm an angry customer and reduce the situation’s intensity. 

The Importance of Learning De-Escalation Tactics:

When working in a customer-facing role, there are many reasons why learning de-escalation skills is essential. Some of these reasons include:

• Brand Reputation
• Safety
• Customer Experience

1. Brand Reputation:

As an employee of a company, you are a direct representation of the brand. Your responses to challenging situations can make or break how a customer or client sees the brand as a whole. 

2. Safety

Safety in the workplace is of utmost importance to you, your fellow employees, and customers. Learning to calm and recover a situation with an angry customer can be a life-or-death situation.

3. Customer Experience

Our customers and clients are humans, too. They have emotions that need to be seen, and we, as employees, need to make them feel seen by gaining their trust in challenging situations and encouraging them to return to the establishment. De-escalation tactics determine the quality of our customer service.