From the course: De-Escalating Conversations for Customer Service
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Reframe the conversation
From the course: De-Escalating Conversations for Customer Service
Reframe the conversation
- I was a new manager with the company for about six months. And I had to stand before at 60 franchise owners and give them bad news. I was nervous about the discussion escalating into finger pointing, flaring emotions, and being asked questions that I just couldn't answer. My vice-president helped me prepare for this meeting. We decided my best approach was to reframe the conversation, to move the focus from what was wrong to what we'd done about the problem. He gave me the three-step reframing strategy that he'd successfully used for more than 20 years. The three steps are: here's what we know, here's what we've done and here's what's next. This reframing strategy I learned is perfect for taking control of a difficult conversation, deflecting intense emotions and keeping the interaction focused. Here's how it works. You start out telling your customer what you know about the problem they've experienced, giving them…
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