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.
