Negativity in customer service training

Should you avoid all negativity in customer service training? Adam shares research data, case studies, and expert advice.

Do you avoid negativity in customer service training?

Pop psychology says negativity in customer service training could be harmful and therefore, should be avoided. The idea is that focusing on negative situations begets more negative outcomes.

However, real customer service situations don’t always go well. In fact, it’s safe to assume that even with the best teams, something will eventually go wrong or just be poorly executed. As it turns out, we all have bad days, no matter what!

So how can you address the negative possibilities and still have positive overall outcomes with your training initiatives? It’s not an easy question to answer, but Adam has you covered! He has surprising facts, valuable case study insights, and expert advice to share with you.

Listen in for tips to help you strike the right balance!


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