How to Handle Sticky Customer Service Situations

Margaret DeMarino

Margaret DeMarino is a corporate trainer, specializing in the area of written and verbal communication, supervisory skills, administrative training, and customer service. Known for her functional webinars and workshops filled with practical pointers, Ms. DeMarino offers workshops and webinars to a wide range of clients including, banks and financial institutions, manufacturing companies, state and federal government agencies, and others. Ms. DeMarino holds a B.A. in Communication Arts from the University of Dayton and was a Fellow of the Yale-New Haven Teachers Institute at Yale University. She also currently free-lances for the Hartford Courant.

Thursday, August 4th, 2011
10:00 am - 12:00 pm CT

2.5 CBT, 2.5 CCSR, 2.5 CPB credits

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.

Sign Up!

6-Month OnDemand Weblink - $ 255: Includes a weblink for unlimited viewing for 6-months after the date of the webinar as well as a link to handouts. Does not include live session.
CD-ROM and Hardcopy Handouts - $ 295: CD-ROM plus Hardcopy Handouts. Does not include live session.