Time : 2:00–3:30pm ET/1:00-2:30pm CT/11:00am-12:30pm PT
Presenter : Carol Wright Kenderdine, ESPA Consulting
Registration Fee: $45
The Customer is Always Right? Maybe not! We all encounter difficult customers on a regular basis and need to determine the best way to handle each situation as it occurs. While every situation is different, there are techniques that we can adopt that help us deal with customers who are whiners; aggressive; exploders; know-it-alls; and those that are just plain cranky. This webinar will help you identify difficult behaviors and learn how to train your employees to deal with “difficult” customers; identify the causes of conflict; communicate effectively to avoid conflict; as well as how to resolve and manage conflict for positive outcomes.