Managing customer incivility
Interactive

Managing customer incivility

Cegos Training
Updated Dec 02, 2020

In this course, you will cover the following topics:

  • Identify points of vigilance in the handling of incivilities
  • Manage incivilities in a progressive way, in 3 steps
  • Use the 'empty bucket' method

Following a step by step video, you will help Jessica, who works in a customer relationship centre, to manage a particularly difficult customer.

Target Audience

Anyone who has to deal with customer incivilities (derogatory comments, insults, threats).

Accreditation

PMI accreditation: earn 0.25 PDU from PMI.