The Power of a Smile and Staying Positive

Understanding the Customer’s Situation and not jumping to conclusions | Meeting Basic Needs (Feelings before Solution)

Turning Difficult Customers Around while maintaining your composure | Using Body Language to Your Advantage

Telephone Communication and Etiquette with tips and tricks for handing customer over the phone

Demonstrate Netiquette Email Etiquette with knowing the Do’s and Don’ts

Showing empathy to de-escalate anger to establish a foundation for continuous communication to handle objections and influence decision making

Deal with vulgarity, insults and legal and physical threats