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.
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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.
Situations Covered:
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.