We’ve all experienced a service breakdown, either as a service provider or receiver. Depending on how that challenging situation was managed, it can leave both parties feeling frustrated and stressed. This module will expand upon a participant’s base knowledge of the Exceptional Service workshop to explore challenging service situations. Learn to manage and de-escalate stressful service breakdowns for service recovery in a manner that is healthy, positive, and productive. In addition, participants gain insights and learn techniques for managing their own emotions and reactions in challenging situations.