“Initially I was skeptical if the programme could be applied to real-life scenarios amongst all of our diverse customers. However, every single hostile confrontation has been resolved by being consciously aware of the customer’s body language, my communication, and active listening skills. The latest hostile confrontation I received was de-escalated quickly by acknowledging their emotions and addressing their concerns with the information they needed in a professional manner, this latest potentially hostile confrontation resulted in the customer thanking me before departing.”
Matt Maidens - SVL Compliance Officer - Auckland Transport