People are Stressed and Angry; Keep Your Cool, Your Customers & Others

Scope of the webinar

• 75% of people who leave their jobs do so because of another person.


• 68% of customers stop doing business with any given business due to perceived disinterest/rudeness by staff.


• You will become more likeable and a peacemaker, not only to others, but to yourself.


• Conflict is a four billion dollar a year challenge! More than 20 million cases a year end up before a judge.


• Loss of productivity, emotional unrest, loss of relationships


• You will learn usable techniques and how to calm people during trying times.


• Improve your communication/people skills and keep peace.


• The ability to calm others is critical to the safety of all concerned


• It is also a matter of your own safety.

Topic Overview

• Today’s consumer is living in fear, and get angry and frustrated easily.


• Too often we allow them to ‘pull our strings’ and act negatively ourselves. These behaviors trigger expensive complaints and a hostile environment.


• Take responsibility for being a peacemaker and a communication specialist

Who should attend:

• Business Owners


• HR Department


• Company Executives


• Regional Supervisors


• Managers


• Sales Team


• Customer Service team members

What solution or benefit will the audience receive from the session?

• Learn


• To think before you speak


• To know your company policies and the hot spots


• How to be cool under fire


• Things you should NEVER say to a customer, team member.


• You will get a list of magic words versus fighting words.


• Plus, a list of things you should NEVER say


• Situations you haven’t thought of that can become issues


• Homework: Role play behaviors that are calming and create a win-win ending.

AUDIENCE OVERVIEW

Who should attend

• Owners


• Executives


• Regional Managers


• Sales, Customer Service and office staff


• Human Resources