Split into two halves, the first will look at what creates aggressive customers, how to respond with empathy to de-escalate a situation and how to look for the signs the situation might be about to implode.
Once we have investigated handling the situation itself, we will look at how you can help proactively protect yourself and your team from the emotional impact of dealing with challenging situations on a regular basis.
There will be time for questions at the end, and some interactive questions throughout the session.
Aims & Outcomes
From this webinar you should:
Rebecca is a highly experienced CX practitioner with an intense passion for customer excellence which began over a decade ago when she oversaw the opening of several high-end retail art galleries, balancing the need for an exceptional experience with a drive for sales. Since that time, she has successfully led customer experience and operations teams in the outsourcing, property and energy sectors – developing her strategic approach with each new challenge. Her speciality is helping start-ups find their CX edge to be able to grow and scale at pace.
Having experienced bullying in the workplace and throughout her teens she is also a passionate anti-bullying advocate and has made it her personal mission to help as many businesses and individuals as possible to combat bullying in the workplace. She launched the #JustBeKind initiative in September which offers businesses a free chance to assess their organisational resilience against bullying.