Difficult customer interactions test even the most experienced service professionals, and the skills to manage them well can be learned. In this course, author and trainer Myra Golden teaches you essential techniques for handling challenging conversations with calm, clarity, and empathy. Learn how to spot escalation patterns early and apply the 3R De-escalation Operating System to keep interactions productive, along with strategies for regulating emotions, redirecting tense exchanges, and resolving conflicts with dignity. By the end of this course, you’ll be prepared to maintain composure and lead conversations in high-friction service moments. Designed for customer service representatives, call center agents, support specialists, team leaders, and managers, this course supports both beginning and intermediate learners.
This course includes AI-powered Role Play. Role Play allows you to practice what you’ve learned in interactive simulations of real-world conversations.
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