When clients are discontented, angry, upset, frustrated, confused it is the team members who need to be able to ascertain what is wrong, and how to diffuse the situation and reach an agreeable conclusion. At the front office, the team has to handle most all of the unhappy clients. This is mastered by first learning how to read the client, and then how to respond appropriately using the number one method of communication, body language.
Katherine D. Dobbs
Support and Resource
Recorded at the NAVC Conference 2013.
This module contains a video recording of the lecture and a range of self-assessment questions leading to a printable certificate.