Doing our Best in Difficult Situations

Doing our best in difficult situations blends customer service skills with techniques to minimize conflict and increase understanding. 

Outcomes can include:

• Understanding personality styles – why do people do what they do?
• Ingredients of a difficult conversation.
• Know how to listen, not just hear, effectively.
• Demonstrate The Big Five in Customer Service: prepare, acknowledge, listen, act, apply
• Understand: The customer just needs to be heard. They will always remember how you made them feel.
• Owning your behavior: stop judging, start helping.
• Demonstrate how to apply emotional comfort in every interaction.