Heightened customer conflicts can happen frequently, especially in dynamic, busy, and fast-paced consumer-serving businesses. And dealing with angry customers can lead to elevated stress for customer service agents and, if poorly handled, diminished brand loyalty. There is good news, though: you can turn escalated conflicts around. In fact, sometimes a corrective experience for an upset customer can lead to them becoming one of your more loyal patrons. This short book is a brief 8-step guide to understanding and implementing de-escalation skills for customer service interactions. And of course, if you need expert-led workshops on de-escalation, please contact us at Pollack Peacebuilding.