The most difficult customer service situations demand more of customer service agents than just good intentions and the right attitude – —they can send even the most seasoned agent into red alert and require the communication skills of a crisis counselor.

Join us for this live 1-hour webinar where communication skills author, speaker, and psychotherapist Rich Gallagher explains how to use the right words to turn volatile scenarios into calm and productive customer encounters. Through tested techniques, lessons from behavioral science, and case studies, Rich will help you learn the delicate art of defusing even the worst customer situation – s—all while boosting your skills and confidence for dealing with any customer. This webinar is a must-see for agents and managers alike.