PART 6: HANDLING DIFFICULT SITUATIONS
Chapter 21: The LEAD Method for Complaints
Chapter 22: Staying Calm Under Pressure
Chapter 23: De-escalation Techniques
Chapter 24: When to Ask for Help
Exercise Files
The Emotional Intelligence / Code of Ethics | Service Excellence Guide | الذكاء العاطفي / مدونة الأخلاقيات | دليل التميز في الخدمة
A Comprehensive Training Manual for Customer-Facing Professionals
Based on International Standards and Best Practices
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