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Handling Heated Moments with Grace
Session Two of Four
Learn how a professional response to conflict can turn angry customers into loyal advocates. This session shares best practices for managing heated moments — from active listening and calm body language to avoiding common mistakes that can escalate tension. Attendees leave with practical tools to defuse difficult situations and protect the customer relationship.
Target Audience:
Onsite Property Management Team
Defuse Aggressive Behavior
Master Assertive Communication
Execute Service Recovery
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