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Product ID: 409642EAU
 
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How to Control Your Emotions When Dealing With Customers

OnDemand Webinar (61 minutes)

Learn effective techniques to keep your cool and stay professional when dealing with customers.The most important asset to any business is a customer. Yet, sometimes the most annoying aspect of the business is also the customer. There are times when the client either becomes too demanding, too belligerent, or too confrontational. Some agents know how to handle conflicts well, while others don't. But it is imperative to the bottom line that those in customer service maintain control. In this information-packed course, managers and agents will understand and learn some of the most vital concepts of customer service, including never allowing your emotions to get out of control. Every organization needs to be professional and ethical and ensure the best customer experience. You will find out how to create the best experience in the interest of customer support and, more importantly, the bottom line.

Authors

Drew Stevens, Ph.D., Stevens Performance Group

Agenda

Why Customer Service Affects Bottom Line Revenue

Social Groups and Behavior - the Psychology of Customer Service

How to Provide a Seamless, Consistent Customer Experience in Every Business Channel

Unreasonable Demands and How to Negotiate for Success

How to Handle Behavior That Appears Unreasonable

Learn How to Regain Control of Conversations With Pesky Customers