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Excellent Customer Service Skills – Dealing with Angry People

Start Date and Time: 
Apr 19 2013 - 1:00pm - 4:00pm
Organization Name: 
UNM's Anderson School of Management
Event Topic: 

Brief overview:

One of the most challenging interpersonal dynamics in life is dealing with an angry person. Most people respond to anger with their own anger or by withdrawing for self-protection, which can be perceived as indifference. Either response usually results in the escalation of anger. Front-line employees and customer service representatives are often the direct targets of customers’ anger, even when they – or perhaps, even the company – are not the source of the customer’s upset.

In this workshop, participants will gain understandings and techniques that will help them to skillfully “sooth the savage beast” without becoming upset themselves, and to convert another person’s anger into understanding and gratitude! Participants in this workshop will leave with anger-diffusion and conflict management tools that they can successfully apply in any situation, whether in the workplace or in their personal lives.

Who Should take this class:

Customer service representatives, sales professionals, sales and customer service supervisors and managers, marketing professionals and managers, front line workers . Whether face to face or on the phone this class is for anyone and everyone who comes into contact with customers!

•Reduce stress, burnout and high turnover in your customer service positions
•Learning to handle angry customers with real care and style can earn you a customer for life
•Enjoy the gratifying experience of learning how to turn an angry person’s day around!

What you will learn:
•Convert “negative” situations into positive outcomes and customers into allies
•Become a master in the art of listening
•The power of proactive and positive responses

UNM's Graduate School of Management Building, Room 302
New Mexico
Contact / Reservations
[email protected]
(505) 277-2525

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