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How to Handle Conflict and Escalations Before They Turn Legal Preview

How to Handle Conflict and Escalations Before They Turn Legal

With Dana Robinson Liked by 338 users
Duration: 38m Skill level: General Released: 4/12/2023

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Course details

Did you know you have the power to fix customer service problems before they ever stand the chance of turning legal? In this course, join instructor Dana Robinson and explore the essential skills of satisfying, delighting, and retaining your clients and customers following the principles of escalation management.

From top executives to operational managers, front-line employees, and customer service representatives, your business requires you to address customer grievances every day, so why not build resolutions into your business process? Get tips from Dana on dealing with conflict before it turns legal, saving you the time, money, labor, and emotional friction that can result from unhappy clients and customers. Along the way, learn how to deactivate emotionally charged clients to move through complex, multilayered de-escalations. By the end of this course, you’ll be ready to start asking the right questions and listening actively to resolve customer complaints.

Note: This course was created by Dana Robinson. We are pleased to host this content in our library.

Skills you’ll gain

Earn a sharable certificate

Share what you’ve learned, and be a standout professional in your desired industry with a certificate showcasing your knowledge gained from the course.

Sample certificate

Certificate of Completion

  • Showcase on your LinkedIn profile under “Licenses and Certificate” section

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  • Share as image online to demonstrate your skill

Meet the instructor

Learner reviews

4.8 out of 5

398 ratings
  • 5 star
    Current value: 324 81%
  • 4 star
    Current value: 57 14%
  • 3 star
    Current value: 13 3%
  • 2 star
    Current value: 3 <1%
  • 1 star
    Current value: 1 <1%
  • Tesfaye Gebreslassie Tesfaye Gebreslassie

    Tesfaye Gebreslassie

    Regional Legal Operation Supervisor

    5/5 April 3, 2025
    I recommended for others very helpful.
    Helpful · Report
  • Carlos Hurst Carlos Hurst

    Carlos Hurst

    Sales Account Manager at GFL Environmental Inc.

    5/5 March 5, 2025
    This video provides great insight to better understand and handle an uncomfortable situation. I recommend this course.
    Helpful · Report
  • Alain Itegeli Alain Itegeli

    Alain Itegeli

    Customer Service Representative at ADT

    5/5 January 21, 2025
    I definitely recommend this course.
    Helpful · Report

Contents

What’s included

  • Learn on the go Access on tablet and phone
  • Stay up to date Continuing Education Units

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