[OPLINLIST] NEO--Handling Angry Customers

[Melissa Lattanzi]

It is not too late to sign up for Handling Angry Customers with Tact and Skill !

Offered twice for your convenience
November 2nd 10:00 a.m.<http://www.neo-rls.org/ce/eventdetail.cfm?ID=1179>
November 3rd 2:00 p.m.<https://neoemeetings.adobeconnect.com/_a1014479569/r8xjh18q8d8/?refresh-parent=true>

Speaker:
Andrew Sanderbeck has been developing and conducting training seminars for libraries and library organizations for more than ten years. He has presented Web-based, On-line, and Face-to-Face sessions on Management and Leadership, Customer Service and Communication Skills in the U.S. and numerous countries around the world. He is the founder of the People~Connect Institute Webinars.

Program Description:
What do you do when a customer or employee gets in your face or in your space? How do you react & or do run and hide from it? What is the secret to handling situations with difficult angry customers while maintaining your composure and professionalism? How can we de-emotionalize ourselves to the situations so that we don't get caught up in them?
The Handling Angry Customers with Tact and Skill webinar explores our dealings with other people by defining the source of their anger and difficult behavior, (hint: it's not usually the person, it's their behavior) and gives you a step by step approach to help you effectively diffuse and resolve these situations.



Melissa Lattanzi, Senior Continuing Education Specialist
lattanzm at neo-rls.org<mailto:lattanzm at neo-rls.org>
http://www.neo-rls.org<http://www.neo-rls.org/>
Northeast Ohio Regional Library System
4445 Mahoning Ave. NW
Warren, OH 44483
330-847-7744 ext. 12

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