Summary:
Using the CALM de-escalation technique can prevent conflicts from escalating further and help resolve issues calmly.
Discussion Questions:
- What are early warning signs that a customer is becoming frustrated?
- How can you listen with curiosity to get to the heart of what a customer’s concern is?
- What challenges might arise when letting a customer vent – and how would you move the customer on in a respectful way?
Activity:
- De-escalation Practice: Break into pairs. One plays an upset customer while the other practices using calm language, active listening, and de-escalation techniques.
Key Takeaways:
✅ CALM: Create space and let them vent, Acknowledge the customer’s feelings, Listen with curiosity, Move forward with a can-do attitude.
✅ There is often an unmet need behind the behaviour.