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Handling Irate or Angry Customers This training would combine theoretical insights with practical exercises, helping participants manage challenging interactions and maintain professionalism under pressure. Objectives
Training Methodology
Outline 1. Introduction to Customer Irritation
2. Foundations of Emotional Intelligence (EQ)
3. Communication Skills for De-Escalation
4. Problem-Solving Under Pressure
5. Managing the Conversation Flow
6. Strategies for Turning Around Negative Interactions
7. Practical Role-Play Exercises
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