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60-minute live streaming program
  • April 11
  • 1:00 - 2:00 pm EST

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Audio & Reference Manual

How to Control Your Emotions When Dealing With Customers

April 11

Working in customer service is both demanding and rewarding. Learn effective techniques on how to keep your cool and stay professional when dealing with customers.

The most important asset to any business is a customer. Yet, sometimes the most annoying aspect of the business is also the customer. There are times when the client either becomes too demanding, too belligerent and too confrontational. Some agents know how to handle conflicts well while others don't. But- it is imperative to the bottom line that we in customer service maintain control.

In this information packed topic managers and agents will understand and learn some of the most vital concepts of customer service - never allowing your emotions to get out of control. It is vital for every organization to be professional, be ethical and ensure the best in the customer experience. You will find out how to create the best experience in the interest of customer support and more importantly - the bottom line.

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Why Lorman?

Over 31 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

Why Customer Service Affects Bottom Line Revenue

Social Groups and Behavior the Psychology of Customer Service

How to Provide a Seamless, Consistent Customer Experience in Every Business Channel

Unreasonable Demands and How to Negotiate for Success

How to Handle Behavior That Appears Unreasonable

Learn How to Regain Control of Conversations With Pesky Customers

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Why Lorman?

Over 31 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

No credit available.

Live Webinar Registration

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Audio & Reference Manual

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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 31 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

Drew Stevens, Ph.D.

Drew Stevens, Ph.D.

Stevens Consulting Group

  • CEO of Stevens Consulting Group
  • One of those very rare sales management and business development experts with not only 33 years of true sales experience but advanced degrees in sales productivity - not many can make such a claim
  • Wrote the successful sales process books - Split Second Selling and Selling the Norm as well as 9 other books
  • The creator of the Sales Leadership Certificate, one of only 64 programs in the United States offering an accredited degree in the profession of selling and has a top ranked podcast called 'Sales Acceleration'
  • Works with organizations and individuals that struggle and transforms them into wealthy professionals
  • Leading international keynote speaker and is often requested by the media
  • With more than 800 articles in sales and selling, 45 audios and more than three decades of sales experience, he has the answers to help your sales career trajectory
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Why Lorman?

Over 31 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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Product ID: 401827
Published 2017, 2018
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