Customer service is about creating a delightful experience for all. We know, however, that our customers are not always delighted by their experience. Let’s show them how much we care. This session will focus on how to utilize conflict resolution techniques to de-escalate tense customer interactions and turn a not so delightful experience where our customers feel heard and valued. This workshop will also include self-care and guidance into taking care of ourselves as customer service representatives of our organization. Our hybrid approach allows for online, interactive learning and reflective, hands-on learning at your location. Our day will begin with several hours online (breaks included), an extended break mid-day for reflective learning at your location, and coming together in the afternoon to complete our day.