The Respectful Workplace – Customer Service Training Scenes


The Respectful Workplace – Customer Service Training Scenes


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Telly Award
International Cindy Award

Diffusing Hostility – Customer Service Training Scenes is intended to provide trainers, managers and employees with powerful tools that can stimulate discussion around the complex issues of dealing with hostile customers. The scenes will help customer service personnel develop skills to calm difficult situations, win the customer back into a respectful relationship, identify where organizational procedures negatively impact customer service, provide positive alternatives for angry customers, and know when a hostile customer crosses the line and becomes a safety risk.

Diffusing Hostility – Customer Service Training Scenes consist of four workplace dramatizations, each followed by a discussion of the issues presented. These include:

  • recognizing a customer’s hot button
  • showing a customer that you hear them and you care about their concerns
  • keeping organizational procedures from angering a customer
  • determining a customer’s needs
  • providing creative alternatives to meet customer needs
  • keeping the customer informed
  • putting customer and employee safety first
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