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Defusing an Argument

10m 2s
Sprache:  English
In this track, we will be learning how defusing an argument is a valuable skill, especially when it means that you can protect your short-term and long-term health.
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But why do arguments happen?

Rising tensions, broken promises, and personal issues can all cause a customer to raise their voice and cause a disruption. One study from the Institute of Customer Service found that 56% of the customer-service employees surveyed experienced ‘increasing levels of hostility’ during the COVID-19 pandemic.

As we can see, arguments can happen for any number of reasons. Unfortunately, there is no way to avoid conflict in customer-facing positions. The only solution is to assess the situation and react appropriately.

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