An in-person or live-virtual workshop on dealing with difficult customers, introducing evidence-based service-recovery skills that turn challenging situations into positive opportunities.
This workshop provides the foundation of service recovery. Your employees will learn the science behind negative customer behaviours, and critical skills for mitigating situations that trigger them.
They will have the opportunity to practice proven, evidence-based, language skills for de-escalating situations. They will learn how to remain calm and focused, using situational resilience techniques, and remain confident throughout difficult interactions.