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Working with Upset Customers 2015

198,008 KB • 18 ファイル

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01 Welcome.mp4
01 Welcome.mp4
02 Getting the most out of this course.mp4
02 Getting the most out of this course.mp4
03 Tending to emotional needs.mp4
03 Tending to emotional needs.mp4
04 Understanding our natural instincts.mp4
04 Understanding our natural instincts.mp4
05 Listening with empathy.mp4
05 Listening with empathy.mp4
06 Helping the customer be right.mp4
06 Helping the customer be right.mp4
07 Using the Acknowledge and Refocus technique.mp4
07 Using the Acknowledge and Refocus technique.mp4
08 Drawing the line at abusive behavior.mp4
08 Drawing the line at abusive behavior.mp4
09 Preserving the relationship.mp4
09 Preserving the relationship.mp4
10 Conducting an after action review.mp4
10 Conducting an after action review.mp4
11 Finding room for improvement.mp4
11 Finding room for improvement.mp4
12 Passing along complaints.mp4
12 Passing along complaints.mp4
13 Creating personal connections.mp4
13 Creating personal connections.mp4
14 Avoiding unpleasant surprises.mp4
14 Avoiding unpleasant surprises.mp4
15 Replacing trigger words.mp4
15 Replacing trigger words.mp4
16 Using the Pre-emptive Acknowledgement technique.mp4
16 Using the Pre-emptive Acknowledgement technique.mp4
17 Next steps.mp4
17 Next steps.mp4
Ex_Files_UpsetCustomers.zip
Ex_Files_UpsetCustomers.zip

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