Tag Archive: front line staff angry customers


Dealing With Customer Service Interactions When There’s An Audience (Book Excerpt)

The following is a brief excerpt taken from The Defusing Hostile Customers Workbook For The Public Sector. It addresses situations where there is an audience  — other people either watching the interaction, or people accompanying the prime customer. In both cases an audience can increase the difficulty in addressing customer concerns. Introduction To Audience Effects …

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