Wednesday, February 20 2019
12:30pm - 1:30pm

PCI Webinar: Working with Angry Customer Behaviors

PCI Webinars is offering SOMD libraries seats in the following webinar through them. If you or your staff are interested, please see the registration link at the bottom of this announcement. This session will also be available in the PCI Webinars archive one week after the session. Please only register if you can attend the live session.

PCI Webinar with Andrew Sanderbeck
Working with Angry Customer Behaviors

Wednesday, February 20th, from 12:30 – 1:30pm EST
Competency: Customer Service
Sub-Category: Applies effective techniques to address difficult situations with users
Oh yes…they're out there and they're coming to your library. Angry, nasty and even downright unreasonable customers on a mission to tell and show you how they feel. Their behaviors really are difficult!
The good news is that you can choose to not let them drag you down or ruin your day. And by using a few proven techniques and questions some of these angry customers could actually leave feeling better!
The Dealing with Angry Customer Behaviors webinar is an interactive program filled with practical and useful information that you'll be using to more effectively handle your Angry Customers the next time they are in front of you!
Participants will learn and begin to master:
-Using the E+R=O technique to reduce stress and improve their response to situations they can or cannot control
-3 powerful techniques for not "eating the angry customers poison" and not taking things personally
-Specific phrases to use with customers that help keep emotions under control

Andrew Sanderbeck - Biography
Andrew has been developing and conducting training seminars and web-based programs for libraries and library organizations for more than fifteen years. He has presented Web-based, On-line, and Face-to-Face sessions on Management and Leadership, Customer Service and Communication Skills in the U.S. and numerous countries around the world. He is the author of two books and over 50 webinars.

Please register by Feb 12th via tinyurl.com/yak9qd4f . This session uses VoIP, high-speed Internet and a headset/speakers are required. Please remember to include your email address to receive the session link.

For more information, contact Jennifer Hopwood jhopwood@somd.lib.md.us or by phone (301) 884-0436 * (301) 843-3634 * (301) 934-9442.


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