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Unread January 13th, 2007, 01:06 PM
Stephen Lankton Stephen Lankton is offline
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Join Date: Jun 2004
Location: Phoenix, Arizona
Posts: 117
Default Re: Lankton's idea on training for customer service staff

If they have had such angry customers that they need bullet proof glass, they need some SERIOUS communication training! Possibly adding words like 'please,' 'just a moment,' and 'thank you' would save lives until that training can occur!

I seriously doubt that things are that bad, however. The training for them to feel safe and feel clever, engaging, happy, etc., is psychological training and what I recommend is what I call "Self-Image Thinking Training" - the theory and much of the protocol is explained in a chapter of my book THE ANSWER WITHIN.

I hope that helps.
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