Stay Calm. Solve Fast. Win Back Trust.
Master escalations and de-escalation with confidence. This course is built to help you become a Certified CX Performance Leader (CCXPL)—so you can lead even the toughest conversations with clarity and control.
Check out the Curriculum
Every lesson is built to be practical, easy to apply, and focused on helping you build a tagging strategy that works in the real world—no fluff, no filler. We use the LOOP Method, a step-by-step learning model that helps you retain and apply what you learn by guiding you through four key stages: Learn the Concept, Observe It in Action, Own the Practice, and Prove the Impact.
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📒 1.1 What Counts as an Escalation
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📒1.2 Spotting Escalation Triggers Early
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🧠 1.3: Recognizing and Responding to Escalations
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✔️ 1.4 Knowledge Check
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📒 2.1 Mapping Escalation Tiers
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📒 2.2 Defining Roles and Hand-offs
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💼 2.3 Streamlining Support with Jira Service Management
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🧠 2.4: Recognizing and Responding to Escalations
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✔️ 2.5 Knowledge Check
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📒 3.1 Language That Calms, Not Escalates
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📒 3.2 Emotional Regulation for CX Professionals
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🧠 3.3: Communicating Calm in Escalated Moments
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✔️ 3.4 Knowledge Check
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📒 4.1 Internal Escalations: Common Pitfalls
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📒 4.2 How to Escalate Internally Without Blame
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💼 4.3 Zendesk's Commitment to Empathetic Communication and Efficient Escalation
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🧠 4.4: Escalating Internally Without Friction
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✔️ 4.5 Knowledge Check
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📒 5.1 Coaching Agents Through Escalation Moments
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📒 5.2 Root Cause Reviews After Escalations
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💼 5.3 Coveo’s Strategy for Coaching Agents and Preventing Escalations
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🧠 5.4 Coaching, Review, and Prevention
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✔️ 5.5 Knowledge Check
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📒 6.1 Final Recap: Escalation Readiness Checklist
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📖 6.2 Download Your Playbook
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About this course
- $149.00
- 25 lessons
- 0.5 hours of video content
Get this course—or unlock access to every course in our Certification Series.
Each one is built with the same goal: helping you become a Certified CX Performance Leader (CCXPL).