Managing Customer Incivility

Adopt good practices to manage a client who is uncivil towards you and uses derogatory insults, comments or threats. You will need to recharge your batteries to remove the overload of negative emotions. In this training course, you will help Jessica, who works in a customer relationship center, to manage a particularly difficult customer. You will learn to manage incivilities in a progressive way by using 3 steps and the ‘empty bucket’ method.