This advice will keep you cool in a conflict.<br />
Q: How do I defuse a tense moment between an employee and a customer?
A: Lise D’Andrea, president and CEO of Customer Service Experts, an Annapolis, Md.- based consulting firm, suggests an approach we’ll call The Three P’s.
Q: How do I defuse a tense moment between an employee and a customer?
A: Lise D’Andrea, president and CEO of Customer Service Experts, an Annapolis, Md.- based consulting firm, suggests an approach we’ll call The Three P’s.