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Taking It Personally?

It's hard to listen to an upset customer and not have the primal "fight or flight" response kick in. Our bodies are hard wired to respond to the sound of an angry voice with defensiveness. Good managers make sure to deliver training on "recovery" skills that enable CSRs to respond thoughtfully to a frustrated or upset customer.

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​127 South Peyton Street
Alexandria VA 22314
​phone: 800.221.7917
fax: 703.683.7556
email: info@iiaba.net

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