Customer Service Tip: Creating positive conversations with challenging customers (lynda.com)

By: Carmen Gass

What do you do when faced with a customer who’s fuming over a delay, cancellation, or objection to a policy? How can you adequately address their issue when your interaction
starts off on such a sour note? In this course, Myra Golden shares approaches that can help you reframe such conversations, and use your words and actions to put a positive slant on an
otherwise negative situation. Learn more here.