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 34 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 34 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 11, 2018.
Call 1-866-352-9540 for further credit information.
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Why Lorman?
Over 34 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.
Stevens Consulting Group
- President of Stevens Consulting Group
- 33 years of true sales experience and advanced degrees in sales productivity
- Over 30 years of investment banking, private equity and merger, and acquisition experience
- Author of the successful sales process books, Split Second Selling and Selling the Norm, and Split Second Customer Service; as well as 13 other books
- Creator of the Sales Leadership Certificate, one of only 64 programs in the United States offering an accredited degree in the profession of selling
- Has a top ranked podcast - 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
- Over 3,500 business articles and 45 audios, and over three decades of revenue experience
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Why Lorman?
Over 34 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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