Communicating during Outages and Other Crises

In the Customer Service Training Series 2 sessions, participants will be reminded of the emotional and technical aspects of resolving customers’ concerns. They will be provided with specific tips on tone and wording to use while educating customers. The use of empathy and other de-escalation techniques will also be discussed. Moreover, the importance of maintaining composure and professionalism throughout the conversation will be emphasized, even in the case of rude or unruly customers.