De-escalating the "Karen" š”ļø (Demo)
7 Sessions
72 Actions
138 Minutes
About
Tagline
From high-tension scenes to professional resolutions, gain the tools to protect your peace and the brand's reputation with strategic de-escalation. š¤ā
Description
In the fast-paced world of retail, high-stress customer interactions are an unfortunate reality. This intermediate-level course equips frontline associates with the psychological tools and tactical skills to handle aggressive outbursts with radical composure. š”ļø
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What You Will Learn:
- The LAST Method: Master the industry standard for high-emotion interactions: Listen, Apologize, Solve, and Thank.
- Depersonalization: Build an emotional shield. Learn how to protect your mental well-being by recognizing that customer anger is about the product or policy, not you. š§āāļø
- The Option Play: De-escalate tension by giving the customer a sense of control through distinct choices (e.g., a discount vs. a replacement).
- The Manager Handoff: Learn the exact timing and professional language needed to safely transfer a situation above your pay grade before it becomes a "viral moment." āļøš
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Key Outcomes:
- Walk away with the confidence to resolve complex complaints with grace, validate customer feelings without admitting liability, and protect the brand's reputation. šā
About the Author
Gnowbe Academy
AI-Powered Microlearning Instructional Design (MID) Expert
Gnowbe is an award-winning platform that revolutionizes corporate training and learning by enabling organizations to instantly create engaging, mobile-first, social microlearning experiences.
As an all-in-one training solution supercharged by AI, Gnowbe empowers human potential by making knowledge retention easier and development faster.
Content
Session 1
Anatomy of Entitlement š§
Session 2
Depersonalization: It's Not You š”ļø
Session 3
The LAST Method: Listen & Apologize š
Session 4
The LAST Method: Solve & Thank š¤
Session 5
The Option Play Strategy āļø
Session 6
The Smooth Manager Handoff š
Session 7
Protecting the Brand & Review š