What do you do when a customer or employee gets in your face or in your space? How do you react…or do run and hide from it? What is the secret to handling situations with difficult angry customers while maintaining your composure and professionalism? How can we de-emotionalize ourselves to the situations, so that we don’t get caught up in them?
The Handling Angry Customers with Tact and Skill webinar explores our dealings with other people by defining the source of their anger and difficult behavior, (Hint: it’s not usually the person, it’s their behavior) and gives you a step by step approach to help you effectively diffuse and resolve these situations.
Andrew Sanderbeck ~ Biography
Andrew has been developing and conducting training seminars for libraries and library organizations for more than ten 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 founder of the PCI Webinars.