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Date Added: Oct 2013
To defuse almost any customer situation and deliver excellent support, you need to be in the zone -- the zone of supreme confidence and competence.
“If you manage a customer contact operation, tough customer situations truly hold the key to delivering excellent service all the time.”
This brief which is brought to you by Citrix GoToAssist, explores five techniques for defusing and learning from some of the worst customer situations.
View the brief to learn:
• Techniques for delivering bad news
• How to defuse criticism by leaning into it
• Steps for turning problem-solving into solution-making