Description:

While rewarding, customer service jobs can be challenging due to heightened emotions, especially when delivering bad news. This class is a toolkit for managing both your own and your customers’ emotions during interactions. It’s designed to help you grow your emotional intelligence, which is foundational to managing difficult situations. For delivering bad news, this class focuses on saying no clearly with empathy, diplomacy, and tact. The goal is to build confidence in handling these situations. To wrap things up, we will acknowledge that customer representatives often bear the brunt of others’ emotional reactions. This class is a designed to help you manage your own stress, build resilience and stay fresh.

Consultation is conducted prior to the training to focus on relevant scenarios based on your customer service representatives’ unique context.

Learning Objectives:

By the end of the course, you will be able to:

• Recognize the factors behind strong emotional reactions.
• Develop strategies for maintaining emotional composure during customer interactions.
• Practice strategies for diffusing and responding effectively to emotional situations.
• Identify best practices for delivering difficult news.
• Practice delivering bad news with empathy, diplomacy, and tact.
• Recognize what it means to be resilience in challenging customer facing roles.
• Identify common stress responses and strategies for fostering personal resilience

Target Audience: All Employees

Skill Category: Interpersonal Skills, Conflict Resolution, Productivity

Delivery: Virtual or In-Person Options

Prerequisites: None

Pre-course Work: Prior discussion to ascertain scenarios

Length of course: 1 day