CPATrainingCenter.com offers CPA exams, accounting degree training, CPE, and professional development for accountants and CPAs
Course/Product Description
Title:

How to Handle Sticky Customer Service Situations

SKU:WT-1000645
Format: Webinar
Description:

This webinar offers a practical primer in handling the stickiest, trickiest customer/member service situations. It will reveal how sticky situations can actually be opportunities in disguise.

You'll learn how to turn customer/member (internal, external, and patient) objections into occasions for increasing loyalty and the quality of the customer/member relationship - without letting them see you sweat or stress!

Expected Outcomes:

  • You will develop a "toolkit" of go-to techniques/strategies for working in difficult situations
  • You will learn "default language" transitional statements, that will "buy you time" to develop a strategy while soothing the customer
  • You will better understand the dynamics of anger and learn practical pointers for defusing it and acting professionally while managing it
  • You will learn strategies for acting "professionally, not personally"

Objectives:

  • Use proven customer/member care techniques
  • Learn when and why customers get angry and why it's typically "not about you"
  • Employ the eight elements of compassionate confrontation—de-stress, assess, equalize, empathize, strategize, bond, complete, and self-reward
  • Think clearly in the face of a "verbal attack"
  • Access "default" language: "go-to" scripting that will work for you to soothe stressful situations
  • Handle breaking bad news in a compassionate way
  • Manage situations where the customer/member makes an unreasonable request

Who Should Attend?
This course is a must for anyone who deals regularly with customers/members.

The Presenter
Margaret DeMarino is a corporate trainer, specializing in the area of written and verbal communication, supervisory skills, administrative training, and customer service. Known for her functional webinars and workshops filled with practical pointers, Ms. DeMarino offers workshops and webinars to a wide range of clients including, banks and financial institutions, manufacturing companies, state and federal government agencies, and others. Ms. DeMarino holds a B.A. in Communication Arts from the University of Dayton and was a Fellow of the Yale-New Haven Teachers Institute at Yale University. She also currently free-lances for the Hartford Courant.

Licenses / Designations / Educational Credits:CBT - Institute of Certified Bankers
All US States: 2.5
All Canadian Provinces: 2.5

CCSR - Institute of Certified Bankers
All US States: 2.5
All Canadian Provinces: 2.5

CPB - Institute of Certified Bankers
All US States: 2.5
All Canadian Provinces: 2.5
About The Provider: Since 1983 Total Training Solutions has produced dozens of videotapes, CD-Roms, DVD's and web-based training modules. In addition to off-the-shelf products, Total Training Solutions also develops custom training products and consults with financial institutions to develop their own training curriculum.

For timely delivery of training topics, webinars or web conferencing is an unbeatable option. We now offer over 100 live programs per year and you can even purchase the recorded or ondemand session if you are unable to attend the live program.

We have worked exclusively with the financial industry since our founding. Because of this, we understand the needs of training departments in financial institutions and are alert to changes which affect the industry.

Webinar Descriptions:

Live Session:
Attend the live session with the opportunity to ask questions to the presenter. You also receive a link to the handouts. All registrations for a live event will be given access to the OnDemand recording, at no additional cost, for seven days following the event. This will allow a flexible alternative when last minute conflicts intrude on scheduled events.

Recorded CD:
CD-Rom includes audio and video of recorded webinar plus hard copy handouts. You will also receive 6 months access to the OnDemand weblink as an added free bonus.

OnDemand:
Includes a weblink for unlimited viewing for 6 months after the date of the webinar as well as a link to handouts.

Live + Recorded:
Includes all three options above. Live session, OnDemand Weblink, and CD-Rom plus Hardcopy Handouts.

Live + OnDemand:
Includes two of the options above. Live session and 6 months access to OnDemand Weblink plus link to handouts.
Price: $265.00
More Info: Contact Us For More Information
Share This: Share on Facebook


Share on Twitter


Share on Google+


Currently Scheduled Dates For This Webcast
There currently are no scheduled dates for this webcast. Please click here to search for another course.

Sales &Use Tax Workshop
Sales &Use Tax Workshop

Certified Payroll Administrator
Certified Payroll Administrator

Series 6 - Live &OnDemand Online Course
Series 6 - Live &OnDemand Online Course

Fundamentals Of Internal Auditing
Fundamentals Of Internal Auditing

Internal Audit School
Internal Audit School

Audit And Security For Cloud-Based Services
Audit And Security For Cloud-Based Services

Fraud Auditing Boot Camp
Fraud Auditing Boot Camp

Advanced Auditing For In-Charge Auditors
Advanced Auditing For In-Charge Auditors

Forensic Certified Public Accountant Designation
Forensic Certified Public Accountant Designation

How To Use QuickBooks
How To Use QuickBooks

1040 Training
1040 Training

Project Management Workshop
Project Management Workshop

Peachtree Seminars
Peachtree Seminars

How To Document Your Payroll Procedures
How To Document Your Payroll Procedures

Certified Annuity Specialist (CAS)
Certified Annuity Specialist (CAS)

I-9 Administrator Training - Top 10 Mistakes To Avoid In Completing, Storing, And Destroying Form I-9
I-9 Administrator Training - Top 10 Mistakes To Avoid In Completing, Storing, And Destroying Form I-9

Google+CPATrainingCenter.com. 5755 North Point Parkway, Suite 228 | Alpharetta, GA 30022 | 770-410-9941 | support@CPATrainingCenter.com
Copyright CPATrainingCenter.com 2017 | Web Site Development by OTAU
Facebook