A Crash-Course in Handling the Angry Customers that Come Through Your Doors!
Oh yes…they’re out there and they’re coming to your library. Angry, nasty and even downright unreasonable customers on a mission to tell and show you how they feel. Their behaviors really are difficult!
The good news is that you can choose to not let them drag you down or ruin your day. And by using a few proven techniques and questions some of these angry customers could actually leave feeling better!
The Dealing with Angry Customer Behaviors Crash-Course program is an interactive and fun-filled day with information, videos and experiences that you’ll be using to more effectively handle your Angry Customers when you return to work!
Participants will learn and begin to master:
- Using the E+R=O technique to reduce stress and improve their response to situations they can or cannot control
- 3 powerful techniques for not “eating the angry customers poison” and not taking things personally
- Specific phrases to use with customers that help keep emotions under control
- When to handle an angry customer with emotional responses and when to use logical responses
- Much, much more!
Andrew Sanderbeck ~ Biography
Andrew has been developing and conducting training seminars for libraries and library organizations for more than fifteen years. He has presented Web-based, On-line, and Face-to-Face sessions on Management and Leadership, Customer Service and Communication Skills in the U.S. and numerous countries around the world. He is the author of two books and over 50 webinars.
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