The ability to stay cool when situation becomes challenging requires a great degree of personal control. But, what’s most important in today’s customer service environment is not just how well a frontline rep can handle one particular challenging interaction, but how well he can handle the next one. And the one after that. And don’t forget to smile while doing it.
It’s called control quotient, or CQ. In short, it’s the ability to take control over interactions with customers. People with high CQ are naturally better at personal control. In sport, this psychological quality is called a short memory.