Print Page   |   Sign In
PCI Webinar - Working with Angry Customer Behaviors
View Registrations Tell a Friend About This EventTell a Friend
PCI Webinar - Working with Angry Customer Behaviors

FREE for members (or $15/$20) - 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!

2/20/2019
When: 02/20/2019
12:30 - 1:30 pm
Where: Online
United States
Contact: 513-751-4422


Online registration is closed.
« Go to Upcoming Event List  

PCI Webinar with Andrew Sanderbeck
Working with Angry Customer Behaviors
Must register by Friday, February 15th.

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

Who should attend?

  • Public-facing staff
  • Circulation/Reference staff

Competencies Covered:

  • Personal/Interpersonal Competencies

Presenter(s):

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.

CEUs:

OLC accepts 1 CEU.

KDLA accepts up to CEU.

ISL accepts up to 1 LEU/TLEU.

Price:

FREE for employees of Supporting Member Institutions 
$15 for everyone in Ohio
$20 for everyone else

 

Search
Sign In


Latest News
Upcoming Events

3/25/2019
Utah State Library Webinar - The Art of Communication

3/25/2019
Academic Librarians Interest Group (ALIG)

3/26/2019 » 3/28/2019
Save the Date: Computers in Libraries 2019

3/26/2019
VolunteerMatch Webinar - Writing Accurate and Useful Volunteer Position Descriptions

3/26/2019
WebJunction Webinar - Strategic Planning in a Deeply Weird World: The Flexible Roadmap Field Guide