Description
This workshop describes the different behaviours and social styles that impact customer service. Agents will be able to identify strategies for managing different customer service situations and customer styles through personal style flexing. Agents will be able to better understand why customers complain or are hostile and the importance of correctly handling complaints or difficult moments. They will also get the opportunity to review and practice key skills and techniques to effectively handle difficult customers. Last but not least, they will learn skills, attitudes, and techniques for the effective management of personal stress.
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