Course curriculum

  • 1

    Chapter 1: Scenario-Based De-Escalation

    • Course Introduction and Learning Objectives

    • 1.1: What is Scenario-Based De-Escalation?

    • Quiz 1.1

    • 1.2: Real World Scenarios - Scenario 1: Customer is Angry Over an Order Error

    • Quiz 1.2

    • 1.3: A Better Response to Scenario 1

    • Quiz 1.3

    • 1.4: Scenario 2: Frustration Due to Extended Wait Times

    • Quiz 1.4

    • 1.5: A Better Response to Scenario 2

    • Quiz 1.5

    • 1.6: Scenario 3: Verbal Abuse and Threatening Language

    • Quiz 1.6

    • 1.7: A Better Response to Scenario 3

    • Quiz 1.7

    • 1.8: Scenario 4: Escalation Leads to Physical Aggression

    • Quiz 1.8

    • 1.9 A Better Response to Scenario 4

    • Quiz 1.9

    • 1.10: Conclusion