Handling Difficult Customers
Develop a custom formula for how to handle difficult calls, prevent escalation, reduce stress, and be an ambassador for your company.
Master Telephone Etiquette
Create a positive first impression, learn how to ask tactful questions to solicit the right information, and close calls with courtesy and professionalism.
Use active listening skills to engage with the customer, convey empathy, and select positive words to soften negative information and increase cooperation.
Attitude and mindset directly impacts the service provided. Learn how to shift focus from blaming others to solving the problem.