Phrases for the Front Line: What to Say When the Going Gets Tough

Abstract

Whether you work the front lines of customer service, or manage those who do, knowing what to say during difficult times is critical. This session will explore the idea of keeping a mental toolbox from which we can quickly access the tools – in this case, phrases – to aid us in handling tense situations confidently and professionally. Difficult interactions are stressful enough without having to search for the right thing to say -- learn specific phrases for various everyday scenarios.