EmailSticky Customer Service Situations Webinar
How to Handle Sticky Customer Service Situations offers a practical primer in handling the stickiest, trickiest customer/member service situations. It will reveal how sticky situations can actually be opportunities in disguise. You’ll learn how to turn customer/member (internal, external, and patient) objections into occasions for increasing loyalty and the quality of the customer/member relationship–without letting them see you sweat or stress!
Expected Outcomes:
•You will develop a “toolkit” of go-to techniques/strategies for working in difficult situations
•You will learn “default language” transitional statements, that will “buy you time” to develop a strategy while soothing the customer
•You will better understand the dynamics of anger and learn practical pointers for defusing it and acting professionally while managing it
•You will learn strategies for acting “professionally, not personally”
Objectives:
•Use proven customer/member care techniques
•Learn when and why customers get angry and why it’s typically “not about you”
•Employ the eight elements of compassionate confrontation—de-stress, assess, equalize, empathize, strategize, bond, complete, and self-reward
•Think clearly in the face of a “verbal attack”
•Access “default” language: “go-to” scripting that will work for you to soothe stressful situations
•Handle breaking bad news in a compassionate way
•Manage situations where the customer/member makes an unreasonable request
Who Should Attend?
This course is a must for anyone who deals regularly with customers/members.
Instructor: Margaret DeMarino
Schedule and Registration Information
Choose the delivery type that best suits your needs. Tuition includes textbook (if applicable).
Webinar times are EST. All other class times are local time.
| Delivery Type | Start Date | End Date | Start Time | End Time | Location | Tuition | |
|---|---|---|---|---|---|---|---|
| In-House | Any | Submit Request |
