De-escalation Tactics in Written Communication

What is the main focus of Myra Golden's de-escalation academy?

• Developing marketing strategies

• Learning new software tools

• Enhancing customer service experience

• Improving sales techniques

Why might written communication be challenging for de-escalation?

• It can be easily misunderstood

• It is less formal

• It is slower than phone calls

• It lacks visual cues

In the price adjustment example, what was the customer's initial request?

• A new product

• A $5 credit

• A price adjustment of $42.35

• A full refund

What should you avoid saying to prevent negative priming?

• We appreciate your patience

• I can only offer you $10

• This is the best we can do

• Thank you for your understanding

How can providing explanations help in de-escalation?

• It speeds up the process

• It makes the customer happy

• It helps customers accept the decision

• It justifies the company's policies

What is a good strategy when you cannot fulfill a customer's request?

• Offer an alternative solution

• Repeat the refusal

• Ignore the request

• Apologize repeatedly

Why should you avoid repeating yourself in written communication?

• It can lead to misunderstandings

• It can frustrate the customer

• It can make the conversation longer

• It can confuse the customer

What is a recommended way to reiterate a point in writing?

• Use the same words

• Make it more conversational

• Use technical jargon

• Be vague

What should you focus on to move the conversation forward?

• Reiterating the problem

• Offering a final solution

• Apologizing repeatedly

• Discussing unrelated topics

What is the exception to using phone tactics in written communication?

• Speed and efficiency

• Clarity and precision

• Empathy and understanding

• Tone and inflection