Defusing Difficult and Demanding Customers Webinar

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 Live Webinar! Develop the skills and strategies to respond to angry, rude, and difficult customers by resolving issues confidently and appropriately.

Webinar Date & Time:
   Thursday, May 20^th  
    Sorry you were not able to attend - See Options Below! 

Service representatives learn practical skills and techniques to deal with difficult customers. They gain new insights to avert tenuous situations and take appropriate steps to rebuild customer relationships – even with the most rude and confrontational customers. (View our Training Guarantee.)

 

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Enroll Today! 90-Minute Customer Service Webinar 

Two purchase options:

 

Option #1: Bring this live interactive webinar session to your people. Call today for details: 1-877-385-5515

 

Option #2: Access the previously recorded webinar session. 

Purchase the recorded session. (90-day Access)

$99.00 each Defusing Difficult Customers Webinar Recording

 

 

Quantity discounts are available for all purchase options. Call 1-877-385-5515 for details.

For more information or need help enrolling using a PO,
call: 1-877-385-5515

You may also email us at: This email address is being protected from spambots. You need JavaScript enabled to view it.

 

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Learn more about this unique training opportunity:

In this highly interactive virtual class, participants learn how to handle challenging customers whose difficult and demanding ways confront and confound customer service representatives at all levels. This customer service webinar develops skills and techniques to provide quality service to difficult customers of all types.

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This interactive training session is designed for call center or face-to-face service environments.

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Research indicates that customers who complain are more willing to continue doing business with you, if they feel that they are being treated properly.

Angry and complaining customers typically do not decide to take their business to the competition – until they talk to you. That’s why we train service representatives on what to say (and what not to say), how to defuse hostility, how to control emotions, how to use coping strategies, how to use tact and diplomacy and much more in this one-day session.

Whether the customer is loud and abrasive or on the verge of exploding with anger, customer service representatives leave this session with new skills and tools to handle them with greater confidence.

They will have a heightened awareness of what drives customer needs and know how to adjust their service style to better relate to the customer and implement a service solution.

Does this sound familiar?

♦ Customer complaints are increasing

♦ Service representatives avoid and try to transfer difficult customers to someone else

♦ There is a lack of creativity in solving customer problems

♦ Service representatives are sometimes curt or “short” with clients who have problems

♦ Service representatives wish demanding customers would “just go away"

♦ Service representatives are sometimes afraid to deal with certain customers

♦ When challenged, service reps give away too much to make the problem go away

♦ The stress level in the service department or call center is increasing

♦ Service representatives have not been trained or need a refresher course on handling difficult and demanding customers

 If the answer to any of the above is “Yes,” then this training is for you.

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“The success of your communication determines your success in every aspect of life.” – Amanda Box

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Dealing effectively with difficult customers will benefit your entire organization. The customer service skills developed in this session are often difficult to learn without specialized training.

 

Overview of Learning Points Delivered in this Webinar:

• • Understand the difference between a difficult customer versus an upset customer
  • View your communication style from the eyes of the upset customer to minimize misperceptions or misunderstandings
  • How a customer's service perceptions affect their emotions
  • Develop the ability to have patience to stay calm and in control of your emotions
  • Identify behaviors that may be contributing to customers becoming difficult or upset
  • Effectively respond to unreasonable demands with phrases that calm people down
  • Avoid turning a dissatisfied customer into an angry customer
  • Project a professional image that expresses self-confidence
  • Communicate with customers to avoid causing defensiveness
  • Deliver bad news without overly upsetting the customer
  • Listen for facts and not for feelings
  • Eliminate your prejudices to be a better listener
  • Use tact and diplomacy to handle the most difficult customers
  • How to defuse emotional manipulators
  • How to control loud and abrasive customers
  • Use effective approaches to dealing with explosive and intimidating customers
  • How to deal with the person who thinks they are “better” than you
  • Deal with chronic complainer customers
  • How to defuse hostility and anger
  • How to respond to unreasonable demands
  • Control customer emotions with phrases that calm people down
  • Express empathy, not sympathy
  • Make customers feel they have received quality service even when you can't give them everything they want
  • Help customers who are “wrong” save face when their errors are found
  • Enlist customer support and fix things that go wrong
  • Practice the keys to exceeding customer expectations
  • Avoid taking it personally when a customer is venting their frustration
  • Implement stress busters that work

 

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 Who will benefit from this webinar:

This session is for service personnel with high-profile, high-pressure public contact who want to improve skills to handle difficult people, resolve complaints faster, and cope with job stress and frustration.

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Your Instructor: Amanda Box

Amanda Box is a communication skills and customer service professional. Her 20+ year career has been spent in a dual role of teaching on the university level and consulting with business and industry throughout the US. Prepare to be entertained and engaged. Amanda Box does not teach by lecturing, she uses practical and relevant interactive exercises, cases, and discussions that help you transfer learning points into practical on-the-job applications. Amanda is a highly sought-after facilitator by business leaders, government agencies, medical professionals, industry leaders, sports teams, university development teams and many more.. (View Amanda Box's bio.)

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Our Guarantee

All of our workshops are backed by our 100% money-back guarantee. If you don’t believe your training provided the best, most valuable tips for success, you get your money back—it’s that simple.

 

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To learn more about all of our webinar training, click to: On Demand Webinars & Customized Webinar Training

MS Word Advanced - Special Topics Course

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Learn to automate the process of creating, formatting, and manipulating large Word documents.

STYLES & THEMES: Create and use Styles and Themes to quickly format your document.

MAIL MERGE: Create a Mail Merge document that incorporates names and addresses from a Word list, Excel spreadsheet, or Access database.

Create Mail Merge labels that incorporate names and addresses from a Word list, Excel spreadsheet, or Access database. ENVELOPES...

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Intended for intermediate users who work with large Word documents, those who are self-taught who may have some gaps in their knowledge, and those interested in learning more needed details for expanded Word features!

Automate the process of creating, formatting, and manipulating large Word documents by learning the related features, such as automatic Styles for creating automatic Table of Contents, use of field markings for customized Table of Contents, two types of automatic Indexing, Table of Figures, Footnotes and Endnotes, Cross-References, Bookmarks, and Tracking Changes. Your challenge is to leave the manual method behind and move forward with automation. Plus, you will learn general tips every Microsoft Word user should learn but are not in the software manual!

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This class will help you master the full range of MS Word capabilities, implement tips and tricks that will save you time when creating and managing large Word documents. 

This 90-minute course is designed to get you up to speed on the many Word functions and maximize the full capabilities and newest MS Word features!

This Online On-Demand (self-study) training course includes expert visual demonstrations and step-by-step guidance. You will be able to follow along and successfully complete the course by completing the Knowledge Check quizzes that reinforce learning and practical application. You will be able to access the course from any internet, connected device 24/7.

 

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 Enroll Today! 

Access 24/7

90-Minute On Demand Webinar 

Review as often as you would like.

You will have access to this webinar for a period of 90 days.

Email and phone support is included to answer any question you may have while taking the course.

 

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Learn best practices to set up and use MS Word more advanced features. Course topics include:

• • Word Styles for Table of Contents

• • Customizing Table of Contents 

• • Using Fields to Mark Indexing 

• • Concordance Tables for Indexing 

• • Captions for Table of Figures

• • Footnotes and Endnotes

• • Linking with Cross-References and Bookmarks

• • Track Changes

• • Autocorrect and Proofing to Finalize a Document

 Plus; you learn:

• • How to finalize a document with automation to assist your reader in working through a document
  • Build links in an automatic, customized, and updateable Table of Contents
  • Two techniques for creating an automatic Index
  • Build links with automatic captions in a Table of Figures, cross-references, and bookmarks.
  • Manage footnotes and endnotes
  • Use Track Changes to apply a final proof to your document.

And much more...

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Meet your instructor: Mitzi Katz

Mitzi Katz is a highly respected computer training program developer and facilitator. Mitzi trains on Microsoft Office which includes Excel, Microsoft Project, Word, PowerPoint, Outlook, and Publisher, and a variety of spreadsheet software and computer programs. Mitzi Katz excels in participant-oriented training. She has trained at all experience levels to government, industry and the private sector. Learners leave Mitzi's sessions with specific skills and new tools they can implement immediately on the job. She includes tips and tricks and "Gotchas" for those looking for a higher level of instruction. Her interactive teaching style has propelled her into a highly recognized trainer in her field of expertise. (View Mitzi Katz's bio.)

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Develop the full range of MS Word Intermediate's essentials features. 

 Interactive Course - Step-By-Step Guides - Knowledge Checks As You Learn - Certificate of Completion

           

       

 

  

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To learn more about all of our webinar training, click to: On Demand Webinars & Customized Webinar Training

 

 

Write It So They Read It:

Technical Writing for Non-Technical Employees

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 Live Webinar!

 

Improve your technical writing skills with this live Instructor-Led webinar. 

Wednesday, November 18^th  (Time: 12 pm EDT; 11 am CDT; 10 am MDT; 9 am PDT)

 

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$99

90-minute Webinar (CEU Credits available with this webinar.)

Enroll Today! 

Enroll by calling: 1-877-385-5515 or email

This email address is being protected from spambots. You need JavaScript enabled to view it.

 

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During this highly interactive virtual class, participants will learn to produce and practice preparing technical documentation in a reader-focused error-free manner through a discussion of these technical writing tenets:

♦ A proven technique for writing crystal-clear reports, including good and bad examples

♦ How to describe a complicated subject in clear and concise terms

♦ What to do when you can’t avoid using technical jargon

♦ How to eliminate clichés, wasted words, and “smothered verbs” in technical writing

♦ AUDIENCE FAVORITE: The five new guidelines for using bulleted lists in your message

♦ Language guidelines for better receptivity such as non-inflammatory language, gender-neutral references, and attention to tone

♦ How to distinguish among the prewriting, writing, and rewriting phases for reports and projects

♦ How to make sure technical documents with your firm’s name and seal on them are absolutely error free

        

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100% Guarantee

All of our workshops are backed by our 100% money-back guarantee. If you don’t believe your training provided the best, most valuable tips for success, you get your money back—it’s that simple.

 

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“The quality of your writing directly reflects the quality of your work.”

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Who will benefit:

Human resources professionals, engineers, knowledge professionals, SMEs, administrative support staff, employees being asked to do more writing on the job than expected, training specialists, learning and development specialists

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Your Instructor: Mandi Stanley

With more than 26 years’ experience, Certified Speaking Professional Mandi Stanley works with business and governmental leaders who want to boost their professional presence by becoming better speakers and writers. She has traveled throughout North America presenting technical writing intensives, entertaining and educating more than 75,000 participants. She began her technical writing career as a proposal writing specialist for a healthcare firm and parlayed that experience into writing and developing the methodologies for five writing workshops. Audiences appreciate her platform enthusiasm, interactive style, and content-rich messages. (View Mandi Stanley's bio.)

  

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To learn more about all of our webinar training, click to: On Demand Webinars & Customized Webinar Training

MS Word: Intermediate Course

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Optimize your use of Microsoft Word – navigation headings, collapse and expand, move data without cut and paste, instant Table of Contents, and more.

This 90-minute course goes beyond MS Word Basics - Learn to automate tedious tasks such as preparing a letter to send to every customer of your organization.

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Intended for intermediate users, those who are self-taught who may have some gaps in their knowledge, and those interested in learning more needed details for expanded use!

Once you have come to terms with building a good Word foundation, the next step is knowing how to put the many uses of styles to work for you. The goal of this course is always to speed our work, increase your skills to build a more professional-looking document.  You will explore the beginnings of Headers and Footers and managing graphics in Word – all kinds of graphics for all kinds of use! Plus, you will learn general tips every Microsoft Word user should learn but are not in the software manual!

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This class will help you master the full range of MS Word capabilities, implement tips and tricks that will save you time when creating and managing Word documents. 

This 90-minute course is intended for new users who want to go beyond the basic functions of MS Word. The course is designed to get you up to speed on the many Word functions and maximize the full capabilities and newest MS Word features!

This Online On-Demand (self-study) training course includes expert visual demonstrations and step-by-step guidance. You will be able to follow along and successfully complete the course by completing the Knowledge Check quizzes that reinforce learning and practical application. You will be able to access the course from any internet, connected device 24/7.

 

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 Enroll Today! 

Access 24/7

90-Minute On Demand Webinar 

Review as often as you would like.

You will have access to this webinar for a period of 90 days.

Email and phone support is included to answer any question you may have while taking the course.

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Learn best practices to set up and use MS Word more advanced features. Course topics include:

• • Word Style Applications

• • Word Basic Headers and Footers 

• • Word Graphics (Pictures) 

• • Treating Text Graphically in Word 

• • More Graphic Features in Word

• • Automated Graphics in Word

 Plus; you learn:

• • What to do with styles and when to optimize your use of Word – navigation headings, collapse and expand, move data without cut and paste, instant
  • Table of Contents, and more
  • How to apply basic Headers and Footers that work
  • How to insert and control graphics – design elements, layout options, flip horizontal, condensing, replacing, and correcting pictures
  • How to treat text graphically with shading and borders, drop caps and typography, create special effects with WordArt
  • Build charts in Word, capture text you use repeatedly in quick parts, build automatic signature lines
  • Call on automated text for instant watermarks, cover pages, and smartart diagrams.

And much more...

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Meet your instructor: Mitzi Katz

Mitzi Katz is a highly respected computer training program developer and facilitator. Mitzi trains on Microsoft Office which includes Excel, Microsoft Project, Word, PowerPoint, Outlook, and Publisher, and a variety of spreadsheet software and computer programs. Mitzi Katz excels in participant-oriented training. She has trained at all experience levels to government, industry and the private sector. Learners leave Mitzi's sessions with specific skills and new tools they can implement immediately on the job. She includes tips and tricks and "Gotchas" for those looking for a higher level of instruction. Her interactive teaching style has propelled her into a highly recognized trainer in her field of expertise. (View Mitzi Katz's bio.)

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Develop the full range of MS Word Intermediate's essentials features. 

 Interactive Course - Step-By-Step Guides - Knowledge Checks As You Learn - Certificate of Completion

           

        

 

  

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To learn more about all of our webinar training, click to: On Demand Webinars & Customized Webinar Training