Competency: Customer Service
Sub-Category: Applies effective techniques
to address difficult situations with users
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!
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!
Dealing with Angry Customer Behaviors webinar is an interactive program filled
with practical and useful information that you'll be using to more effectively handle
your Angry Customers the next time they are in front of you!
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
SERLS Member Libraries: $0.00
All Other Libraries: $15.00