Descalating a situation is really just making it make sense to the customer because the first interaction confused them or they just want what they want!

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I have learned so much on the job in terms of conflict resolution and de-escalation. A lot of trial by fire! More times than not, absolutely true, they didn’t completely understand and just wanted to be heard about it. Letting an upset customer talk until they are done does wonders for the interaction.

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They really just want you to know how the situation made them feel and they want you to listen. While talking to them give some indication that you are listening to them then problem solve at the end they will be satisfied. The smallest thing to you could mean the world to them

Why is retail better at de-escalation than police? Because we can actually be fired if we don't ;)

But it's true, it's all about letting them vent. More often than not, what they are mad about has absolutely nothing to do with you. And if you let them take the lead, and ask how they would like to have the issue taken care of, usually what they want is much less than what you are willing/able to provide,

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The sad truth is we actually have a heart and care for people.

Exactly. De-escalation is less about calming down and more about clearing up confusion and managing expectations. Once things click for the customer, half the battle is already won.

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