Creating and maintaining cooperation begins with meeting customers’ expectations. These expectations almost always include professionalism, regardless of the service or product being provided. Maintaining a professional identity, which involves controlling strategic and specific messages, is the first skill that creates and maintains cooperation.
Of course, if a customer BELIEVES or FEELS their expectations have not been met, their emotions may escalate. Recognizing and de-escalating high emotions is an art that can be learned. Call us to discuss how we can train your agency or company on the skills that create, maintain, and when necessary, de-escalate high emotions and regain cooperation.