The Customer Service Zone's article, "The Impact of Conflict Management Training on Customer Service Delivery" has some excellent points around the stress involved in customer service positions, the demands placed on representatives who act as the 'Face of the Company' and how training can greatly assist employees reach their potential when handling difficult situations. Here is an excerpt from the article.
"A vital part of interpersonal skills training is training in complaints. This is essential because skills required to handle upset customers are counterintuitive, that is, they go against natural instincts. When CSRs feel attacked, instinct is to either fight or flee. If you want service personnel to do something other than these actions--for instance, to empathize with the customer--give them special training that imbeds the alternative behavior and makes it second nature. Employees need appropriate coping and problem solving skills to handle
customers as well as their own personal feelings in these situations".
Read the full article...
Service Essentials customer service workshops include communication techniques that provide participants with the tools to handle emotionally-charged situations, build and salvage customer relationships.