- Identify points of vigilance in the handling of incivilities.
- Manage incivilities in a progressive way, in 3 steps.
- Use the ’empty bucket’ method.
For who ?
Anyone who has to deal with customer incivilities (derogatory comments, insults, threats).
Adopt good practices to manage a client who is uncivil towards you (derogatory comments, insults, threats). Recharge your batteries to remove the overload of negative emotions.
Through error videos and model videos, you will help Jessica, who works in a customer relationship centre, to manage a particularly difficult customer.