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Difficult Conversations

You said 'no' in a constructive manner

Estimated Time to Complete  (Minutes)

15

Learning Objectives

  • Deliver less-than-desirable information (e.g. ‘no’ situations, what you cannot do, etc.) in a way that demonstrates empathy and ownership

Pre-requisite Course(s)

  • Listening

  • Questioning

  • Name Use

  • Courtesy

  • Empathy

All VereQuest e-Learning Courses have been created by contact center professionals leveraging industry best practices gleaned by listening to/reading literally millions of customer interactions.

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