A Crash-Course in Handling Some of the Worst Customers that Come Through Your Doors!

Oh yes…they’re out there and they’re coming to your library. Angry, nasty and even downright unreasonable customers with a mission to tell you how they feel. They really do suck!

The good news is that you don’t have to 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 Angry Customers Suck Crash-Course program is an interactive and fun day filled with information and experiences that you’ll be using with to more effectively work with your Angry Customers when you return to work!

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 taking things the angry customers says or does personally
• Techniques to use to find the gift in angry customer situations
• The one “magical” question to ask when they feel attacked by an angry customer to help move the situation toward a resolution
• When to handle an angry customer with emotional responses and when to use logical responses
• Much, much more!

Presenter: Andrew Sanderbeck
Andrew has been developing and conducting training seminars for libraries and library organizations for more than ten 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 founder of the PCI Webinars.

Location:
Broward County Library / North Regional / BC Library
1100 Coconut Creek Blvd
Coconut Creek, FL 33066

Registration deadline:  04/23/2015

Staff from Florida libraries may register for this workshop at no charge. Priority will be given to SEFLIN members. Non-members will be placed on a waiting list and added as space permits after the registration deadline.

Non-Member Registration Form