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60-minute live streaming program
  • December 5
  • 1:00 - 2:00 pm EST

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Audio & Reference Manual
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Handling Negative Comments and Attacks From Customers

December 5

Disrespectful callers got you down? Learn techniques that will help you bounce back, so you can be on your game ... every time.

Over time, fielding telephone calls from irate, disgruntled, disrespectful and abusive customers can be hazardous to your health and well-being. Not only can specific calls from rude callers push our buttons and get under our skin, but the cumulative effects of such calls can erode our self-esteem, scar our confidence and compassion for other callers, and make a hard job tougher, if we let it.

‘Handling Negative Comments and Attacks From Customers' provides you and your team with strategies to maintaining your equilibrium, supporting each other and minimizing the damage of any particular caller. You will learn physical, mental, and emotional strategies. Discover the tools for protecting and fortifying yourself, putting negative comments into perspective and maintaining a positive self-image despite the stress and pressure that accumulates from toxic customer interactions.

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Why Lorman?

Over 30 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

Physical Techniques to Keep You Calm, Focused and Effective
  • Breathing Techniques to Calm Self, Quell Nerves and Maintain Poise
  • Voice Techniques to Lower Your Blood Pressure and Keep Yourself Cool
  • Posture for Sitting and Standing, Ergonomic Approaches
  • Physical Remedies to Frustrating Phone Interactions
Creating a Safe, Supportive Work Environment
  • Assembling Your Phone Rep Tool Kit
  • Allies and Accountability Buddies at Work
  • Breaks, Hydration, Nourishment, Quiet Time and Approaches to Pacing Yourself
  • Peace and Tranquility the Feng Shui Way
Psychological Approaches to Success
  • Mantras, Affirmations and Motivational Devices
  • Rituals and Rewards
  • How to Leave It at Work
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More Program Information

Why Lorman?

Over 30 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

OnDemand Webinar

This course was last revised on March 15, 2017.

Call 1-866-352-9540 for further credit information.

Live Webinar Registration

No credit available.

Audio & Reference Manual

No credit available.

MP3 Download

No credit available.

Who should attend?

This live webinar is designed for customer service managers and representatives, account managers, credit and billing representatives, receptionists and technical and support representatives.

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Why Lorman?

Over 30 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Craig Harrison

Craig Harrison

Expressions Of Excellence! (TM)

  • Founder of Expressions of Excellence!™, a full service training firm
  • Provides sales and service solutions for organizations, and communication and leadership skills for individuals
  • Author of Stellar Service: Merge NOW with WOW to Win Customers for Life! (www.mergenowwithwow.com)
  • Author of a series of books on communication and leadership, a pocketbook on leadership, three tips booklets, a CD, and hundreds of published articles on sales and service, communication, leadership, excellence and more
  • Founding president, dean emeritus of the Speakers Academy of National Speakers Association - Northern California chapter
  • Adjunct faculty, University of California Santa Cruz, Silicon Valley Campus
  • Interviewed John Wooden, Sully Sullenberger, Harvey Mackay, and has been interviewed by 60 Minutes, BBC Radio, and Financial Times of London
  • Past president, International Customer Service Association of SF Bay Area – Silicon Valley
  • Can be contacted at 510-547-0664, [email protected] or www.ExpressionsOfExcellence.com
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More Program Information

Why Lorman?

Over 30 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

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Pay once and get a full year of unlimited training in any format, any time!

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  • White Papers and Articles
  • Sponsored Live Webinars

Additional benefits include:

  • State Specific Credit Tracker
  • Members Only Newsletter
  • All-Access Pass Course Concierge

* For audio recordings you only pay shipping

Questions? Call 877-296-2169 to speak with a real person.

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Product ID: 400889
Published 2017
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