Sometimes a customer-facing employee may say something to a customer with good intentions that ends up making the situation worse. For example, the course gives the advice to not to say things like “calm down”, since this does not solve the problem, and it tells the customer how to act. It also seems patronizing. This training goes through different scenarios where an employee might say the wrong thing and shows the correct way to handle the situation.

The training is divided into chapters, with each chapter showing a different narrative example of a different phrase to avoid when dealing with customers. This training gives tips on what phrases to avoid, what to do when adversity arises, and how to improve communication with customers. Use this course to learn the words to avoid and provide exemplary customer service.