From showing empathy and truly listening, to exploring with permission-phrases and presenting options, employees will learn how to match the signals they send to the words they say. A wide variety of realistic public sector scenes demonstrate the use of the "right words at the right time" to overcome almost any service recovery challenge.
Employees will learn how to use the Right Words to:
Having the exact words handy in a tense situation can make all the difference. Often, it is WHAT you say, as well as HOW you say it.