"I enjoyed our training session yesterday and know I learned a great deal about myself, perceptions, emotions, and pre-conceived ideas. Thank you for your patience and giving me the opportunity to work through some real situations. Your professionalism and diplomacy are qualities I will strive to attain."
J. Swift - VP, Chamber of Commerce
"Internet service was the newest division of our corporation. We knew that our helpdesk technicians were technically qualified but lacked customer service experience. We also knew that the initial customer contact would be critical in establishing our reputation in a highly competitive technology. Therefore, we asked Linda to develop a customer service program tailored to our specific industry. She implemented a program that was exactly what we were looking for. Her customer service and technology expertise proved to be the perfect combination. ...Kudos to Linda!"
HR Director - Internet, Telecommunications
Wouldn't it be great if there were no angry customers, no difficult co-workers, and just no problems? And no one who" works your last nerve."
Some days we would like to escape to an island paradise and spend our days lying on the beach. If only it were that easy. But we know that emotional people and frustrating situations are part of our life. So we need to deal with them.
Learning to cope with difficult situations produces great bonuses. Happy customers mean repeat business, terrific public relations, and a profitable business. Happy co-workers create a positive and productive work environment. And certainly happy bosses appreciate a job well-done.
By using the insight and skills that our training provides, you will be able to take a deep breath and react calmly the next time you must cope with an irate or emotional person.
- RECOGNIZE verbal and non-verbal "red flags"
- READ and USE body language effectively
- REALIZE what message your voice projects
- RESPOND with appropriate questions
- REACT calmly before a situation gets out of control
- REMAIN aware of consequences
"To handle yourself, use your head; to handle others, use your heart. Anger is only one letter short of danger."
- Eleanor Roosevelt
"Tact is the ability to describe others as they see themselves."
- Abraham Lincoln
Put a Smile in Your Voice |
Telephone Skills |
Building Lasting Relationships |
Thinking on Your Feet |
Customer Appreciation is Not Just for the Holidays