2018 - Tips for Dealing With Difficult Customers

OVERVIEW
Interaction with people includes dealing with different personality styles, temperaments and situations. However, being a service provider you need to satisfy your customers, whether they are difficult or not. Join our new webinar to learn the tips and techniques of dealing with difficult customers.
WHY SHOULD YOU ATTEND
Attend this informative audio conference and learn what you need to know to improve your skills when it comes to dealing with difficult customers. From learning how to recognize when a customer situation is likely to be difficult to specific response skills, completing this training will help make sure you’re better prepared the next time you face a difficult customer interaction.
AREAS COVERED
• Maintaining control in difficult customer situations
• Recognizing customer anger
• Maintaining an appropriate demeanor
• Setting boundaries
• Keeping expectations realistic
• Effective listening skills
• Structuring messages for problem solving
• Moving past difficult customer encounters
SPEAKER
Mary Gormandy White, M.A., SHRM-SCP, SPHR is managing director of MTI Business Solutions, a leading corporate training/talent development firm working with clients throughout the U.S. She specializes in training, assessment and consulting services focused on building better workplaces through developing skills related to HR, management, leadership, workplace relationships, communication, team building, conflict management, employee selection and more.
Mary holds graduate and undergraduate degrees in Communication and her certifications include Senior Professional in Human Resources (SPHR), SHRM Senior Certified Professional (SHRM-SCP) and Everything DiSC® Certified Trainer/Accredited Workplace Facilitator, PXT SelectTM Certified Professional and The Five Behaviors of a Cohesive Team Authorized Partner. Mary’s professional background includes extensive experience in management, HR, instructional design and more. She is a frequent keynote speaker at conferences and association meetings nationwide.
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