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OnDemand Course

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 37 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 37 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.

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Why Lorman?

Over 37 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

  • International financial educator for individuals seeking to optimize and understand retirement
  • Works with individuals that grapple with finances and transforms them into wealthy professionals with the liquidity and lifestyle they desire to live with profound longevity to create a legacy
  • History on Wall Street, gaining a vast knowledge of financial markets and 37 years of experience enabling him to create a holistic plan for every individual, helping to maximize income and mitigate risk while never running out of retirement money
  • Well-known international keynote speaker, workshop provider, and media host
  • Author of 14 books (his latest, Understanding Social Security) and over 5,500 articles to stimulate others to increase their knowledge and awareness of the financial markets
  • Holds licenses in seven states enacting as a fiduciary for his clients
  • NSSA certified
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More Program Information

Why Lorman?

Over 37 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

All of your training, right here at Lorman.

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

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Additional benefits include:

  • State Specific Credit Tracker
  • All-Access Pass Course Concierge

Questions? Call 877-296-2169 to speak with a real person.

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Product ID: 409642
Published 2022
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