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 dollars in annual sales. She also founded the Grooming Greatness Foundation, and serves as the Director of Community Engagement and Tenant Services at the Brooklyn Collective in Charlotte, NC. In 2018, Monique was inducted into the Women’s History Hall of Fame at the Levin Museum of the New South in Charlotte, NC.
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.