Calm & Connected
The Art of Finding ZEN When Handling The Upset Customer
Private Zoom Webinar Link
Event Details
It’s no fun being on the receiving end of frustrated, angry customers who are shouting because they have had a bad experience.
This webinar will teach participants a simple but powerful three step process to calm an angry customer and regain control. After regaining control, participants will learn how to diffuse the customer’s strong emotions and to refocus on collaboratively resolving the issue.
By the end of this training course participants will be able to:
- Use a three-step process for handling angry customers.
- Explain the importance of addressing the customer’s emotions before addressing the problem.
- Explain the value of complaints and how the best customer experiences can come out of the worst service breakdowns.
- Be more resilient and take ownership of customer issues.
ABOUT THE FACILITATOR
Amy Earp is an award-winning marketer with more than 20 years in the property management industry. Amy specializes in business development, opportunity creation, creative marketing and relationship building. She is also a trusted industry speaker and consultant hired by industry associations and property management companies to inform, engage and inspire team members and associates. Amy’s unique training style has been the leading source of new clients for both eWrit Filings and Beyond The Balloons Training and Consultant Services.