In this video, you’ll see some examples of how to reduce the “heat” in a difficult conversation. In the first take, what did the customer service agent do wrong? In the second video, what changes improved the impact on the customer?
In this video, you’ll see some examples of how to reduce the “heat” in a difficult conversation. In the first take, what did the customer service agent do wrong? In the second video, what changes improved the impact on the customer?