Elaine Allison, CSP
Customer Service Expert
About the Instructor
Elaine Allison is a customer service expert with a proven track record of delivering transformational customer service training programs to organizations around the world. She is currently President of Positive Presentations Plus Inc. and best-selling author of The Velvet Hammer - PowHERful Leadership Lessons for Women Who Don't Golf. As a Certified Speaking Professional (CSP), Elaine speaks at conferences and events about the power of reputation management.
After taking Elaine's programs, organizations see dramatic improvements in their Key Performance Indicators (KPI's) and many go on to win customer service awards that are recognized globally in their industries. Employees feel empowered to make a difference to their customers the very next day!
Module 7 “Dealing with Aggressive Behaviour”
In this module students will:
- Learn why people behave “aggressively”.
- Discover 3 new ways to deal with aggressive behavior, remain calm and in control of a situation.
- Recognize how to remove barriers and how to “achieve resolve