Seminars To Help Businesses and Non-Profits Deal With Difficult and Angry Customers

With the advent of social media, customers now have more of a voice if they want to express dissatisfaction with the services or products they purchase, and this, coupled with higher, and often unrealistic expectations about customer service, mean it's even more important for companies to be sure their staff have the skills required to "recover" when things go wrong.

And of course, angry customers can take up to 10 times the time to deal with, a problem in tough times when many businesses are cutting staff. It becomes a vicious circle if staff have to spend inordinate amounts of time with angry customers, resulting in longer waiting times for other customers and clients.

Our Solution - Defusing Hostile Customers Seminar

While we've focused on providing seminars to government entities, we can also design and deliver skill building training courses for business.

Our focus is clear. Customer service, and how companies recover when things go wrong determine whether a company has or maintains a competitive advantage in the marketplace. We build employee skills to help them deal with frustrated clients and customers so that:there's a higher probability that:

• initially angry customers come away feeling positive about the interaction, the company and the individuals they dealt with.
• time spent dealing with angry solutions is reduced while at the same time, the quality of service is higher (more professional).
• customer situations will be "escalated" to supervisors and managers, saving time for those higher up the "ladder".
• employees will be more confident and sure of what they should be doing as they interact with angry customers.

Formats:

Our "angry customers" seminars are available in various lengths and formats, since we custom design everything for each client. For companies that want a brief and motivating overview, we can do keynote speaking (90 minutes). Other alternatives include half-day and full day seminars.

Our Advantage

Here's a few things to consider:

We've been doing training in this area for close to twenty five years, and it's an area in which we specialize.

All seminars are custom-designed, since we see it as essential that we use relevant learning case studies that are both familiar and relevant to attendees.

We do package pricing which includes needs assessments, course design, and delivery, so you'll always know what your costs will be up front.

Seminar delivery is done by Robert Bacal, and not farmed out to contract trainers who have a lower level of both content and training experience.

Pricing:

We determine pricing on a case by case basis, taking into consideration class size, location, and number of seminars to be delivered. Flexible pricing is used to accommodate organizations with smaller budgets.

Non-Profits and Charitable Organizations

We recognize that non-profits have special needs in regards to both content and pricing, and that delivery has to take into account that often, customers, recipients of service, and donors interact with volunteers. If you are a non-profit and have staff who deal with difficult and challenging individuals, call us to discuss your needs. In the past we have adjusted our pricing significantly to help get staff trained in defusing skills.

Contact us at (613) 764-0241 with your questions or to discuss whether our seminars are a good fit to your company or non-profit. Or, email us at ceo@work911.com