Crisis situations trigger survival instincts in people. When customers are stressed, they operate from an emotional state rather than rational thinking. Our role as service professionals is to provide calm, skillful responses that help distressed customers regain their composure so we can work together to resolve their issues effectively. This interactive online course teaches you the essential communication techniques needed to maintain your own emotional equilibrium while supporting customers in distress. You will explore the psychology behind emotional reactions and discover practical strategies to help customers move from crisis mode back to a state where productive problem-solving becomes possible. By the end of this session, participants will have mastered the following competencies:
- Demonstrate a customer-centered approach by keeping focus on the individual's needs and concerns, embodying what we call the UB4ME attitude.
- Build customer confidence by treating them with genuine respect through validation of their concerns and by offering them meaningful choices and control over outcomes.
- Apply emotionally intelligent practices to recognize, understand, and effectively address customer fears, anxieties, and strong emotional responses in productive ways.
Upon registration, you will receive detailed ONLINE login credentials via email before your class begins.
