Diffusing Hostility - Customer Service Training Scenes
This item is included in the following series/curriculum: Training Scenes Library
- Grade Level: Adult
- Subjects: Customer Service, Management Science
- Produced By: Quality Media Resources, Inc.
- Year: 1995
- Country: United States
- Language: English
- Running Time: 14m
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Diffusing Hostility - Customer Service Training Scenes is intended to provide trainers, managers and employees with powerful tools that can stimulate discussion around the complex issues of dealing with hostile customers. The scenes will help customer service personnel develop skills to calm difficult situations, win the customer back into a respectful relationship, identify where organizational procedures negatively impact customer service, provide positive alternatives for angry customers, and know when a hostile customer crosses the line and becomes a safety risk.