The registration period is from Jan 1, 2020 12:00 to Dec 31, 2020 12:00
Handling Difficult Customers: Effectively Dealing With Intimidation, Negativism & Anger - Details
Registration for this event is open from: Jan 1, 2020 12:00 to Dec 31, 2020 12:00

Where: Recorded Webinar + Free Digital Download Only

Date: Jan 1, 2020 | Dec 31, 2020

 
Add to calendar /education-events/event/997/Handling-Difficult-Customers--Effectively-Dealing-with-Intimidation--Negativism-&-Anger?Itemid114= 2020-01-01 00:00:00 2020-12-31 00:00:00 0 Handling Difficult Customers: Effectively Dealing with Intimidation, Negativism & Anger Handling Difficult Customers: Effectively Dealing with Intimidation, Negativism & Anger Dealing with customers who tr... - - YYYY/MM/DD

Event description:

Handling Difficult Customers: Effectively Dealing

with Intimidation, Negativism & Anger

Dealing with customers who try to get their way through the use of intimidation, negativity, or anger can be downright exhausting! It’s difficult to not get upset when people behave like this. Unfortunately, being upset adversely impacts service, productivity, and quality. Learn and put into action the “5 Steps to Not Get Hooked” model when dealing with these situations. Learn essential techniques to control your communication while understanding your own “hooks.” Once you’ve mastered these techniques, you’ll be equipped to successfully manage interactions with difficult customers.

Recorded Thursday, May 28, 2015

HIGHLIGHTS

  • The “5 Steps to Not Get Hooked” Model
  • Behavioral indicators of the logical versus emotional aspects of the brain and how to respond
  • Master essential communication behaviors to stay in control of situations where others are trying to use intimidation, negativity or anger to get their way
  • Understand your own “hooks” and identify actions you may be demonstrating that escalate the situation
  • Strategies to use when the situation is difficult to defuse
  • TAKE-AWAY TOOLKIT
    • “5 Steps to Not Get Hooked” template
    • Employee training log
    • Quiz you can administer to measure staff learning and a separate answer key

WHO SHOULD ATTEND?

This informative session will benefit everyone in your bank who interacts with customers (or difficult co-workers). When all employees participate, the techniques to handle difficult customers are uniformly demonstrated and the overall stress level of the workplace is reduced.

NOTE:  All materials are subject to copyright. Transmission, retransmission, or republishing of any webinar to other institutions or those not employed by your financial institution is prohibited. Print materials may be copied for eligible participants only.

     MEET THE PRESENTER

After many years in the financial industry, Mary White started WTC Performance Group in 1991. She works with individual financial institutions, trade associations, and other non-financial industries on topics as diverse as BSA/AML compliance, frontline operations, and enhancing the performance of senior-leadership teams. 

Mary uses her extensive business and financial background to help organizations develop processes and training to reduce or eliminate the gap between current performance and desired performance. Due to her background and diverse client base, Mary’s audiences benefit from her “real world” perspective.

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Our Certified Frontline Professional program gives your customer-facing employees the long-term training they need to excel and grow your business.

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Bank regulations are ever-changing. Get the up-to-date information you need to guide and structure your in-bank compliance program. Our system gives you 24/7 access to some of the best compliance experts in the industry.

Click Here
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We’re giving today’s brightest young independent bankers the skills, educational resources, and networking opportunities they need to be tomorrow’s leaders.

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