Keeping Cool While Under Fire: Introduction to Customer Service
Quality customer service, both before and after they buy and use your products or services, is a cornerstone of success for many businesses and organizations. Good customer service is an important part of the promise your brand makes to its customers. However, customer service is not always easy. How do you provide a high quality customer/client experience in challenging situations? In this program, learn how to keep cool under fire in even the most difficult customer or client interactions.
Introduction to Keeping Cool While Under Fire
Monique Douglas introduces her program, Keeping Cool While Under Fire.
The first tool to Keeping Cool, is to avoid emotional explosions.
Reactions to Avoid
Next, Monique discusses reactions to avoid when dealing with heated customers.
How to Diffuse Tense Situations
Here are some best practices when dealing with tense situations.
In customer service, it's important to take ownership when things go wrong.
Understanding Your Impact
Lastly, understanding your impact on the brand will allow you to succeed in customer service.
Monique Douglas Bio
Monique Douglas is the CEO of Clear Communication Consulting where she skillfully creates strategies to strengthen company culture through communication. Monique has over 30 years’ experience in cosmetic and hospitality sales and management, continually leading teams to over half a million dollar...