Show navigation

Available in:

OnDemand Webinar
Audio & Reference Manual
MP3 Download

Let's Make It Right: Techniques for Handling Challenging Customers

Imagine your next phone call is from an angry, irate customer and you've only got a few seconds to gain control.This topic will deliver new customer service resolution ideas and next generation approaches. It will help your organization to ‘shift’ accountability with a roadmap to creative solutions of any kind of customer concern, returns, and retraction of their business loyalty. You’ll detect the ‘shifting’ behavior of your customers, employees, or suppliers that require a culture change. This topic will be a thought starter to adjust your use of information and recommendations. It will focus on truly thinking about what is taking place and how we move from almost purely financial strategic thinking into, and integration of, futurist business and social thinking. Often, creative problem solving helps the person responsible for resolutions understand the importance of becoming more immersed in the most frustrating and most uncertain interaction with customers. This information is critical for anyone that deals with customers. Today, more than ever EVERYONE is part of customer service…it’s no longer a department.


Runtime: 88 minutes
Purchase Options

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.

Agenda

Focusing on Discovery and Swift Resolutions

  • How to Listen and Then Asking for Their Wanted Resolution
  • How to Maintain Your Composure and Business Position
  • How to Reaffirm Your Discovery and Clarify Their Needs/Wants

Tools to Motivate, Influence, Persuade Your Customer

  • Selling in Person vs. Selling Online Tips and Tactics for Resolution
  • Turning Adversaries Into Advocated Before Social Media Discussions Occur
  • New Ways to Define Problems, Gather Data, and Develop Solutions That Create the Framework for Multidimensional Problem Solving and Interactive Response

Resistance, Resolution, Reflection

  • Focus on Discovering Fresh Perspectives to Creative Resolutions
  • Realize How a Growing Abdication of Executive Leadership Requires a Re-training for Service Professionals
  • Ascertain How to Be More Agile, How to Think, Not What to Think to Generate Wisdom, Not Design Policies
Purchase Options

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 September 14, 2017.

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

  • IAAP 1.25
     
  • This course has been preapproved by the International Association of Administrative professionals for 1.25 recertification point(s).
     

Audio & Reference Manual

No credit available.

MP3 Download

No credit available.

Purchase Options

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.

Faculty

James Feldman, CSP, CITE, CPIM, CPT, MIP, PCS

James Feldman, CSP, CITE, CPIM, CPT, MIP, PCS

Shift Happens

  • James Feldman Associates, Inc. Chief Innovation Officer and Shift Happens! ® D-A-T-I-N-G coach
  • For more than four decades, he has been challenging businesses to unleash personal and organizational creativity, uniqueness and innovation while revealing the essential innovative skills needed to achieve unconventional, policies, inventive results, delight customers and develop new resources for growth, profits and competitive advantage
  • His vision is to create great customer experiences that develop customer insistence
  • Serial entrepreneur who owns several businesses that provides ongoing insights into customer service, problem solving, team building and leadership
  • Was named one of the Top 100 Innovators in the 21st Century and recently awarded American Leadership Award for Excellence in Client Solutions by AEI
  • Has been a board member on more than a dozen associations, a 70-story high rise, and holds every certification his industry offers
  • Written 14 books - seven on customer service; more than 400 articles; and he's been a keynote business speaker presenting for such diverse organizations like the U.S. Department of Defense, Verizon, Toyota, Kodak, March of Dimes, Hewlett-Packard, Apple Computer and the Cremation Association of North America just to name a few
  • Helped create customer experiences for both start-ups and Fortune 100 companies
  • After attending law school, he was accepted as the first applicant for the University of Illinois executive M.B.A. program, upon completion he became a visiting professor at University of Illinois, Roosevelt, Purdue, NE Illinois University and Kendall College
  • Can be contacted at 312-527-9111, [email protected], www.shifthappens.com or www.jfainc.com
Purchase Options

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.

All of your training, right here at Lorman.

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

  • Live Webinars
  • OnDemand Webinars
  • MP3 Downloads
  • Course Manuals
  • Audio Recordings*
  • Executive Reports
  • 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.

Sign Up Today
With This Course

Access to all training products for one year
$699/year

Unlimited Lorman Training

With the All-Access Pass there is no guessing what you will need for your yearly training budget. $699 will cover all of your training needs for an entire year!

Easy Registrations

Once you purchase your All-Access Pass you will never be any further than one-click away from attending any Lorman training course.

Invest in Yourself

You haven't gotten to where you are professionally by luck alone; it's taken a lot of hard work and training. Invest in yourself with the All-Access Pass.

Product ID: 401167
Published 2017
Purchase Options

Available in Multiple Formats

Purchase this course and learn on your schedule!