Live Webinar

60-minute live streaming program
  • March 14
  • 1:00 - 2:00 pm EST

Also available as:

OnDemand Course

Handling Negative Comments and Attacks From Customers

March 14

Learn strategies that will help you maintain your equilibrium, support your team, and minimize the damage of any particular caller.

Great customer service helps to develop avatars who continually speak well about your company. When others speak well about you, they will tell the world. This loyalty will create not only a terrific base who continually return to buy but tell others about it too. Unfortunately, we do not always have great customers or great comments. Some customers can be aggressive while others more expectant — this does not make them bad people. Therefore, we need to develop methods that get them what they want while dealing with negative comments. This interactive and informational session will provide the tools and the calm needed to handle these issues.

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Why Lorman?

Over 36 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

Learn How to Get Into the Customer Mindset and Understand What They Really Desire

Discover What Customer Service Excellence Really Means - to You and Your Customers

Compare and Contrast Tools and Techniques for Dealing With Difficult Customers

Learn How to Provide Common Ground and Not Get Attacked Personally

Create Understanding for Turning One-Time Buyers Into Lifetime Customers

Develop an Understanding of Personality and Behavioral Issues That Create Neutrality and Understanding

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Why Lorman?

Over 36 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

Live Webinar Registration

No credit available.

OnDemand Course

This course was last revised on June 5, 2018.

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

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 36 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 Performance Group

  • Works with founders and senior leaders of middle-market organizations that struggle and transforms them into thriving businesses
  • Highly accomplished senior strategic leader with proven experience to lead turnaround situations, implement change, optimize business units, rationalize workforces, operationalize revenue, revitalize processes and drive measurable financial performance for increased sales, profit growth, and customer retention
  • Helps transform business professionals into abundant individuals, create a better lifestyle, longevity, higher levels of liquidity, and leave a lasting legacy
  • Author of 14 books and over 3,500 business articles
  • During his 37-year career, has aided organizations gain over $11B in new revenue
  • Passion for sales is well known as he has coached thousands internationally while also creating several accredited university sales programs
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Why Lorman?

Over 36 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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  • State Specific Credit Tracker
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Questions? Call 877-296-2169 to speak with a real person.

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Product ID: 409750
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