Customer Conflict: Opportunity Knocks

Customer Conflict can signal the end of a relationship with a customer or the beginning of an even stronger relationship between the customer and your financial institution! The goal of this webinar is to give you the tools to avoid customer conflict and manage it effectively when it happens. You will take a service self-inventory, will then learn how to differentiate between different types of complaints, how to respond to varied anger levels, and how to avoid conflict by catering to varied customer personalities.

Covered Topics:

  • Avoiding financial lingo and confrontational wording
  • Common customer complaints
  • Institutional and transactional complaints
  • The difference between controlled, expressed, and irrational anger
  • Calming the customer
  • Complaints originating from financial institution error, customer error, policies and regulations
  • Handling varied personalities

Who Should Attend?

New Accounts Representatives, Tellers, Customer Service Representatives, Telephone Service Representatives, Branch Managers, Loan Officers; any other customer contact personnel.

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   Live Plus Five (days) - $265   
   OnDemand Recording - $295   
   CD-ROM - $345   
   Live Plus Six (months) - $365   
   Premier Package - $395   
Additional Locations
Want your branches to participate? Facilities within your organization will be able to participate without the travel costs of coming to one location.
Each additional location adds $75 to your registration and can be entered on the next screen as you confirm your order.