De-escalation

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De-escalation techniques for problematic customer communication cases

Referent

Claudia Gabler

Claudia Gabler

Claudia Gabler is the owner of a consulting company based in Bern. She helps companies optimize communication in business life, telemarketing, online and face-to-face relationships. She began her career at a leading international call center, where she studied the basics of positive communication and created training materials from it. For more than 20 years, this enthusiastic communicator has been constantly expanding and improving her findings. Claudia Gabler lectures at the Zurich University of Applied Sciences (ZHAW) on the topics of public relations, crisis communication and content marketing.

3 hours

Form & Goals

Format: Theoretical part, practical assignments, group exercises, question-and-answer session

Goal:

You can identify the reasons and dynamics of communication with the customer that tends to escalate.
You learn how to respond to aggressive, angry, or impatient customers.
You understand which verbal and nonverbal techniques can prevent or reduce escalation.

Format

Online

Participants

Managers and owners of small and medium-sized companies, sales managers, officers – especially from the field of telephone sales – and everyone interested in this topic.

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Seminar files

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Next course date

Past

23/04/2025 -

23/04/2025

Starting at 7:00 pm

Before 10:00 pm

Customers who complain, make harsh claims, or even become abusive – everyone is familiar with such unpleasant situations. However, there is nothing dangerous! With the right mindset, the right communication tools, and the right way to handle the conversation, conflicts can be resolved quickly – or at least prevented from arising.

In this webinar, Claudia Gabler teaches strategies that calm the customer, quickly resolve the situation, and defuse the situation.

We will discuss escalation triggers, managing expectations, choosing the right words, and leading the conversation appropriately, leading to a positive outcome of communication.

Participants will gain practical tools, new interpretations of customer impulsive behavior, and practical exercises to help them find the right words to use before, during, and after an escalation, and to use the right strategy to win back the customer's favor.

Main issues of the webinar:

Why complaining customers are better customers
The so-called triggers of escalation – and how we can defuse them
The superpower of compassion
Positive words for conflict situations
Conducting a conversation and a speaking style that they respond well to
From Feedback to Feedforward
Practical exercises for greater safety during escalation and its prevention.

Price: 75 GEL.

Preferential conditions:

A 40% discount is available for BPN Georgia program participants.
20% discount for employees of companies participating in the BPN Georgia program
20% discount for three or more people from one company