Effectively Resolve Conflicts and De-Escalate Upset Customers with Empathy and Professionalism

Without Worrying About Team Burnout, Damaging Your Reputation, or Wasting Time on Ineffective Training that Doesn’t Get Results!

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Trusted by 53,000+ Professionals and Organizations Worldwide

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Eugenia K.

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I learned a lot of new techniques that I can use in future interactions with challenging customers. The course also had some great real-world examples… and the templates library is a great bonus. 5 stars!

Grace S.

Group 342 1

Very informative with great examples and realistic scenarios on how to apply your learning, also the tips on how to manage yourself at work are really helpful and useful.

Michael P.

Group 342 1
I really enjoyed the course and there was a great deal of information that aligned with my experiences in customer support over the past 30 years.

CustomersFirst De-Escalation Training is for any organization that wants to empower their team with the effective strategies to handle challenging interactions to ensure customer satisfaction and protect their company’s reputation.

Without Effective De-Escalation Training, Employees Struggle

Improving Your Service Can Have Dramatic Results on Your Business

CustomersFirst De-Escalation Training Curriculum:

The most comprehensive and practical training available to effectively resolve conflicts and manage difficult situations.

What Our Learners Have to Say


Your Team Will Learn:

CustomersFirst De-Escalation Training Curriculum:

  • Getting Started
  • Access Your Templates Library
  • Cultivating a Positive Attitude
  • Is the Customer Always Right?
  • Dealing With Challenging Customers
  • Why Customers Get Upset
  • Setting SMART Goals
  • Quiz
  • Recommended Resources
  • Download Lecture Notes
  • Preventing Potential Problems
  • Taking a Proactive Approach
  • Building Rapport with Customers
  • Acknowledging Your Customers’ Feelings
  • Using “I” vs. “We”
  • Replacing Trigger Words
  • Quiz
  • Showing Willingness to Help
  • Refocusing Attention on the Solution
  • Ensuring Customer Satisfaction
  • Quiz
  • Recommended Resources
  • Assessing the Situation
  • Investigating Customer Complaints
  • Identifying Customer Needs
  • Demonstrating Empathy
  • Listening Before Diagnosing
  • Quiz
  • Asking the Right Type of Questions
  • Preventing Negative Emotions
  • Empowering the Customer
  • Following up with Customers
  • Offering Solutions
  • Quiz
  • Recommended Resources
  • Download Lecture Notes
  • Using Partnership Language
  • Restoring the Customer’s Confidence
  • Strategies for Written Communication
  • Getting Past Resistance
  • Understanding Customer Motivations
  • Tactful Ways to Deliver Bad News
  • Following up to Thank the Customer
  • When and How to Escalate Complaints
  • Best Practices for Escalating Complaints
  • Setting Appropriate Boundaries
  • Quiz
  • Recommended Resources
  • Download Lecture Notes
  • Learning from Challenges
  • Embracing Mistakes
  • Finding Opportunities to Improve
  • Preserving the Relationship
  • Turning Upset Customers Into Fans
  • Approaching Every Problem as an Opportunity
  • Using Websites to Collect Feedback
  • Using Emails for Customer Feedback
  • Using Social Media, Chat, and Apps for Feedback
  • Analyzing Results
  • Addressing Common Complaints 
  • Quiz
  • Recommended Resources
  • Download Lecture Notes
  • Self-Care: Back to the Basics
  • Dealing with Criticism and Negative Emotions
  • Creating a Positive Work Environment
  • Tips for Working Remotely
  • Nutrition to Combat Stress
  • Adopting Healthy Sleep Habits
  • The Importance of Taking Breaks
  • Building a Social Support System
  • Looking Inward to Improve
  • Quiz
  • Recommended Resources
  • Course Completion Instructions
  • Share Your Course Feedback
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Flexible Learning for Busy Teams: Our training includes short, engaging video lessons (under 5 minutes each) that are both easy to digest and keep learners engaged. Perfect for making an immediate impact without interrupting your operations.


practical exercises

Practical Exercises for Real-World Results: Hands-on reflection exercises promote deeper understanding and skill development, enabling learners to apply concepts directly to their work.



Interactive Quizzes to Increase Retention: Targeted assessments allow learners to reinforce key concepts, gauge their progress, and receive instant feedback to reinforce their skills.


Members-Only Resource Library: Essential cheat sheets, guides, and scripts, designed to support your team’s training and help them excel in customer service.



Certificates of Achievement: Celebrate your team’s accomplishments with digital certificates of achievement, boosting morale and fostering a culture of success.

About CustomersFirst Academy


Hey there! I’m Viktoriya, the CEO of CustomersFirst Academy.

For over 15 years, I’ve been immersed in the world of customer service – from leading award-winning service teams to helping scrappy startups grow into million-dollar organizations.

Too often, I find that employees simply don’t have the effective frameworks and confidence needed to handle any customer interaction that comes their way. As a result, managers end up spending more time dealing with escalations and micromanaging, instead of being able to trust their team to handle things.

That’s how CustomersFirst Academy was born. Our practical, online customer service training courses are designed by industry experts with real-world experience running successful service teams. We’ve already used our proven blueprint to help to onboard and upskill over 53,000 professionals worldwide.

Our goal is to give your employees the tools and confidence they need to excel at any customer interaction. By closing that skills gap, we can not only make your team stronger, but also ensure your customers receive the best service possible!

Who This Course is for:

Who This Course is NOT for:

Delivering high-quality, up-to-date content is our top priority. Our training is developed with industry experts to address the evolving needs of customer service. The content is regularly reviewed and revised to reflect the latest best practices and trends. We also have rigorous quality assurance, including peer reviews, testing, and learner feedback to ensure the training meets the mark. You can trust your team is getting practical, relevant knowledge they can apply.

Online training is a smart choice for several reasons. While there’s an initial cost, you’ll save money in the long run by avoiding travel, venue, and instructor fees. Plus, it’s flexible and won’t disrupt your team’s workflow. This means better productivity and a stronger return on investment. And with online training, you’ll get lifetime access to resources for ongoing learning and skill enhancement. When you consider the benefits for employee development, customer experience, and your bottom line, the upfront cost is definitely worth it. 

Great question! Keeping track of learner progress is really important. That’s why we offer real-time progress reports. These reports let you see how each employee is doing, step in if someone needs help, and make sure everyone is reaching their goals. With these data-driven insights, you can be sure that your online training is making a real difference for your organization.

Our training is designed to keep your team engaged and excited to learn. We use bite-sized “micro-learning” lectures balanced with multimedia, real examples, and real-life scenarios to make the material relatable. The key is the hands-on practice – employees put skills to the test through quizzes, reflection exercises, and activities. We track progress to identify gaps and award certificates to showcase achievements. This comprehensive, learner-centric approach ensures your employees stay motivated to develop their customer service superpowers.

Signing up for our training is simple! You have two options: you can sign up online for instant access, or you can contact us to enroll your whole team, which can be done within 24 hours. All learners need is an internet connection to start learning. They’ll receive a welcome email with login instructions and can access the learning materials right away!

14 Days Money Back Guarantee Background PNG

The CustomersFirst Guarantee

If in the first 14 days of your purchase your training doesn’t address your learning and growth needs, we’ll reimburse you in full! No questions asked.

USD $149

Save 70%  $499

Enroll Now to Get Instant Access to:

If you have a team of 10+, contact us about team discounts!

Boost Team Performance!

Connect with a CX Advisor and see why 53,000+ professionals choose CustomersFirst Academy to advance their customer service skills and reach their goals.

Send us a message to get in touch and we’ll get back to you shortly.

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