Need a customer service tune-up? Join Andrew Sanderbeck for a full day of customer service training - Handling Angry Customers with Tact and Skill in the morning and Handling Customer Complaints Without Taking Things Personally in the afternoon (register for each session separately). Spend the day with Andrew and be refreshed and ready to tackle your busy public service point tomorrow!

Handling Angry Customers with Tact and Skill
 
What do you do when a customer or employee gets in your face or in your space? What is the secret to handling situations with difficult angry customers while maintaining your composure and professionalism? How can we de-emotionalize ourselves to the situations so that we don't get caught up in them?
 
The Handling Angry Customers with Tact and Skill presentation explores our dealings with other people by defining the source of their anger and difficult behavior, and gives you a step-by-step approach to help you effectively diffuse and resolve these situations.

Presented by: Andrew Sanderbeck

Registration deadline:  05/10/2012

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