6 Verbal Aikido Tactics Everyone Who Handles Difficult Customers Should be Using
Myra Golden
NOVEMBER 15, 2016
When she answered, I got straight to the point with my findings… “The problem is our agents are spending a lot of their time on calls with difficult customers. They get stuck; don’t know how to wrap up the conversation. They don’t know how de-escalate – they let the caller ramble on and things quickly spiral out of control.
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