And most leaders won’t realize it until escalations start increasing.
Most leaders believe artificial intelligence will reduce pressure on their customer service teams.
In reality, it’s about to do the opposite.
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Customer Service & De-escalation Help from Myra Golden: De-escalation Training for Customer Service Professionals
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And most leaders won’t realize it until escalations start increasing.
Most leaders believe artificial intelligence will reduce pressure on their customer service teams.
In reality, it’s about to do the opposite.
Picture this: you're listening to a call recording where everything started out fine. The customer called with a simple question, your team member was polite and knowledgeable, but somehow the conversation spiraled. By the end, the customer is demanding to speak with a supervisor and your employee looks defeated. What went wrong?
Here's what I've disco...
Picture this: you're handling a customer complaint, and without thinking, you say "I apologize for the inconvenience." It feels natural, maybe even polite. But here's what most customer service professionals don't realize - that simple phrase just shifted the power dynamic of your entire conversation. You've accidentally admitted fault when you might not be at fault at all.