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About This Course:
This webinar 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.

The Presenter
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.

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