Buckling under the pressure of the difficult customer is a risk every customer service professional must face from time to time. This course teaches the techniques for preventing that risk in every encounter. By first learning the reasons why a customer might be angry, team members learn how to understand their situation and de-escalate the conflict. The 5 modules in this course equip customer-facing employees with the perspective, skills, and motivation to truly understand their customer’s situation and help them with the right solution. Use this course so to help your customer service and sales teams acquire the skills to develop their emotional intelligence and remain calm, professional, and positive during difficult encounters in their work and personal lives.