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How to Control Your Emotions When Dealing With Customers

Learn effective techniques 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, or too confrontational. Some agents know how to handle conflicts well, while others don't. But it is imperative to the bottom line that those in customer service maintain control. In this information-packed course, managers and agents will understand and learn some of the most vital concepts of customer service, including never allowing your emotions to get out of control. Every organization needs to be professional and ethical and ensure the best customer experience. You will find out how to create the best experience in the interest of customer support and, more importantly, the bottom line.

61 minutes
Course Exam
Certificate of Completion
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Why Lorman?

Over 35 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 35 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 Course

This course was last revised on April 6, 2022.

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

MP3 Download

No credit available.

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Why Lorman?

Over 35 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

  • 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 nine 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 35 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: 409642
Published 2022
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