Summary of 3 Steps to De-escalating with Customers

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The video recommends three steps for de-escalating tense situations with customers: establishing a rapport, avoiding aggression, and using positive communication techniques.

• 00:00:00 The video discusses three steps to de-escalating with customers in a relaxed, non-confrontational manner. First, the video recommends establishing a rapport with the customer, by listening and understanding their concerns. Next, the video recommends avoiding giving in to aggression, by maintaining a calm and collected demeanor. Finally, the video recommends using positive communication techniques, such as empathy and positive reinforcement, to diffuse tense situations.