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課程介紹
Turn difficult situations into your best moments. Whether you are facing an angry client, a confused colleague, or a high-pressure deadline, the ability to solve problems with a smile is the ultimate superpower. This lesson is designed for everyone—from beginners to managers—who wants to build unshakeable confidence and become the person customers adore.
What We Will Cover:
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Grace Under Fire: How to remain calm and in control when things go wrong.
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The "Magic" of Empathy: Learn the specific phrases that instantly de-escalate tension and make people feel heard.
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Solution-Oriented Mindset: How to pivot quickly from "What went wrong?" to "How do we fix it?"
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Telephone Etiquette 101: The correct protocols for answering, placing customers on hold, and transferring calls smoothly.
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Softening Your Language: Moving from "direct" commands to "polite" requests using the right modal verbs (Could you, Would you, May I).
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Diffusing Tension: Magic phrases to use when a customer is angry or impatient.
Why Take This Lesson? You will leave with a toolkit of responses and a new mindset. You won’t just resolve issues; you will turn complaints into compliments and loyal fans. Stop fearing conflict and start leading with charm.
Perfect for: Anyone dealing with people who wants to reduce stress and increase success or anyone who wants to improve their professional English manners quickly.
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