Asynchronous, Online De-Escalation Training for Customer Service Professionals


eveloped by experts, implemented by specialists, used and tested by organizations nationwide.

Customer service agents have one of the most stressful jobs out there. Handling customer complaints for several hours every day can lead to fatigue, frustration, and burn out. This is especially true when dealing with emotionally escalated customers.

At Defuse De-Escalation Training, we provide practical training on de-escalation techniques for every member of your customer service team.

Our asynchronous Customer De-escalation Training Workshop utilizes our industry-leading methods, which have been successfully taught and applied to participants in more than 60 industries around North America, from small retail shops to Fortune 100 companies.


– Overview of basic escalated conflict theory, psychology, and neurobiology

– Practical self-regulation and emotional self-management techniques

– Learn to put care before position or policy enforcement without eliminating policies

– Learn to utilize basic conflict psychology in de-escalating conflicts

– Reflective listening techniques

– How and when to implement reassurance during de-escalation

– How and when to use an apology effectively

– Using policy or rules explanation effectively

– Learning to open a space for collaboration with customers

**Approximately 90 minutes to complete**

**Includes interactive practice exercises and multi-media lessons**

**Includes Certificate of Completion**

Course Instructor

Dr. Jeremy Pollack is a leader in the field of workplace conflict resolution and peacebuilding. He is the Founder of Pollack Peacebuilding Systems, an international conflict resolution consulting firm. Dr. Pollack coaches and trains executives and employees at a variety of levels and industries, from Fortune 500 companies to major non-profits. He has a Ph.D. in Psychology and an M.A. in Negotiation, Conflict Resolution, and Peacebuilding. Read more about Dr. Pollack HERE.

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