From the course: How to Handle Conflict and Escalations Before They Turn Legal

Overview

From the course: How to Handle Conflict and Escalations Before They Turn Legal

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Overview

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I'm Dana Robinson. I've spent much of my adult life handling contentious situations as a lawyer and a business operator. Whether you're a professional customer experience worker, an escalation specialist, or a manager or executive, you're likely to encounter escalations as part of your business. People make mistakes. Companies fail to fulfill their promises. It's our job to make it right before it turns legal. I'd like to help you understand how to de-escalate conflicts, focusing on handling unhappy customers in a way you might not have experienced. My goal is to help you resolve the dispute before it gets to lawyers like me.

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