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        Creating Positive Conversations with Challenging Customers

        Category: Tutorial

        Tag: Database/SQL


        Posted on 2019-04-08, by nokia241186.

        Description


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        Creating Positive Conversations with Challenging Customers
        MP4 | Video: AVC 1280x720 | Audio: AAC 44KHz 2ch | Duration: 33M | 324 MB
        Genre: eLearning | Language: English



        What do you do when faced with a customer who's fuming over a delay, cancellation, or objection to a policy? How can you adequately address their issue when your interaction starts off on such a sour note? In this course, Myra Golden shares approaches that can help you reframe such conversations, and use your words and actions to put a positive slant on an otherwise negative situation. Learn how to use empathy and pacing to foster a sense of connection with customers. Discover the words and phrases to avoid in customer service, how to use partnership language to leave people feeling heard and satisfied, and how to properly apologize. Plus, learn how to approach real-world situations, such as billing issues.




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